Customer Service Representative - FT - Swing Shift

Customer Service Representative

Veterinary Emergency and Specialty Hospital of Wichita seeks a full-time customer service representative to join our team. This person will drive customer satisfaction by fielding inquiries, addressing pain points, and maintaining extensive product knowledge. Hours are as follows: Sunday: 12pm - 12am Monday: 4pm - 9pm Tuesday: 4pm - 9pm Friday: 4pm - 12am Saturday: 2pm - 12am The ideal candidate has a customer-first mindset and aims to deliver high-quality service in every customer interaction.

Job Purpose

The purpose of the client services representative role is to provide outstanding client services within our veterinary hospital environment consistently. In addition, the CSR functions as an integral team member within the hospital team to support the doctors and the support staff.

Duties & Responsibilities (Included But Not Limited To)

Client Services:

1. Responds professionally to clients' requests for assistance in a wide variety of areas. Examples include but are not limited to the following:
• Emergency arrivals
• Appointment Scheduling
• Message taking directed to doctors, technicians/vet assistants, and management
• Facilitates communications to and from clients as necessary and directed
2. Greets clients/patients upon arrival for a variety of services
3. Check in patients for scheduled services
4. Confirm reason for visit, update client/patient information/rDVM information
5. Concludes client/patient visit with check out, schedules follow-up appointments or procedures if necessary, accepts and processes payment
6. Always places the client at the center of attention to ensure a positive client experience
7. Provides general and specific information as necessary and appropriate to clients
8. Remains poised and professional with challenging clients or circumstances
9. Demonstrates compassion and empathy during sensitive client interactions

Medical Records

1. Is fluent in medical record systems, including paper records and electronic records
2. Manages medical documents/electronic medical records and incoming/outgoing information
3. Prepares client/patient record, including attaching all rDVM records for scheduled appointments and procedures
4. As requested, faxes, copies, and/or emails of medical records to clients, RDVMs, or other veterinary hospitals are on time.

Communications

1. Conveys verbal, written, and electronic communications in a positive, productive, and professional manner at all times, regardless of audience
2. Communications are thorough, efficient, and accurate at all times
3. Communications are appropriately and consistently documented according to hospital procedures
4. Communications are delivered efficiently to the accurate recipient

Medical Information & Knowledge

1. Achieves and sustains an appropriate level of knowledge to be informed, confident, and helpful to clients
2. Actively grows knowledge related to hospital services, medications and policies
3. Delivers information and knowledge to clients as necessary and in keeping with hospital policies, procedures, and standards of care

Office Practices

1. Functions at a highly skilled level related to standard office practices, including but not limited to the following:
• Prompt and reliable attendance
• Friendly, compassionate, empathic, and professional mannerism
• Professional attire and presence following hospital policies
• Competent in computer data entry, multi-line telephone functions, faxing, and copier functions
• Competent in utilizing ezyVet and Smartflow hospital operating systems

Teamwork

Defined as "Cooperative effort by the members of a group to achieve a common goal and/or outcome."

1. Participates positively in all group sizes.
2. Refrain from participating in gossip.
3. Supports team members by assisting other areas, is receptive to feedback and suggestions.
4. Engages in active problem-solving vs. problem-identifying.
5. Makes suggestions related to client/patient service improvements and hospital efficiency.

Equipment

1. Standard veterinary hospital office equipment – multi-line phone system, fax machine, copier, credit card machines, and computers
2. EzyVet and Smartflow computer software and system

Knowledge/Skills

1. Outstanding client service skills
2. Solid working knowledge of veterinary hospital practice, including terminology
3. Ability to think logically, problem-solve effectively, and anticipate the needs of clients, doctors, and co-workers
4. Able to follow multiple, concurrent instructions
5. Strong computer skills
6. Strong ability to multitask, exhibit attention to detail, and focus on tasks
7. Solid working knowledge of dog and cat breeds, normal behavior, and basic husbandry

Physical

1. Able to stand, sit, or bend for extended periods
2. Able to type, write, and verbally converse for extended periods
3. Able to work the posted schedule
4. Able to be flexible and work beyond posted schedule if necessary; able to pick up additional shifts when requested or necessary
5. Able to lift and/or carry up to 30 lbs