Rockford Road Animal Hospital is looking to add a part-time customer service representative to our team!

Are you a passionate individual looking to further your veterinary knowledge and support pets in your community? We are looking for an eager, dedicated customer service representative to join our team! We are a seven doctor general practice that is focused on growth and learning. We offer great benefits, competitive wages, and no Sundays, holidays, or overnight shifts. We are AAHA certified and pride ourselves in working on low stress and fear free techniques for our patients!

Our ideal candidate is driven, passionate, punctual, has an immense love for animals and the human-animal bond, and is eager to learn. Prior veterinary reception experience is preferred.

If you are interested in joining a team of compassionate, dedicated individuals, reach out to us today! We're super excited to have you join us!

POSITION SUMMARY

The Customer Service Representative (CSR) actively recruits new clients and promotes hospital services. Schedules client visits and drives the flow of clients and pets through the hospital to aid the productivity of the veterinary medical team. Ensures good communication with the clients, and coordinates the care of the pets, influencing clients to return and refer their friends and families.

WHAT YOU’LL DO (Essential Functions)

• Foster a culture built on our values: Respect, Learning, Do the Right Thing, WOW Service, and Fun

• Maintain knowledge of the services the hospital provides and utilizes the information to promote the hospital’s services and products to existing and prospective customers

• Welcome clients and pets, ensuring that they are comfortable in the hospital, and educating the clients about preventative care and pet health needs

• Assist incoming clients. Document and enter the pet’s history, requested services, and other pertinent information within the practice management software

• Direct the flow of clients and pets to ensure superior client care and maximum productivity of the veterinary medical team

• Answer basic questions from clients on the phone and in person, act as an initial triage to determine patient’s service needs. Refer the patient to the appropriate veterinary staff as needed

• Schedule client appointments and follow-up exams. Work with Veterinarian(s) and veterinary staff as needed to ensure optimal scheduling

• Assist outgoing clients by providing all necessary instructions, information, and invoices

• Dispense prescription items per the Veterinarian's instructions and sells retail products

• Responsible for cash management including accepting payments for products and services provided. Perform daily reconciliation of the cash drawer

• Respond to customer complaints in a professional, courteous manner and act satisfactorily to resolve the problem

• Support a practice environment that promotes collaboration and teamwork to ensure the delivery of quality, compassionate, effective, and efficient health care to pets

• Comply with all practice policies, quality assurance guidelines, and minimum standards of care

• Perform other duties and projects as requested

WHAT WE’RE LOOKING FOR (Essential Qualifications)

Education:

• High School Diploma or GED required

Professional Licenses/Certifications: None

Experience

• 1+ years experience in retail sales or customer service preferred

• Experience in a medical facility desired

Knowledge, Skills and Ability:

• Ability to provide effective customer service principles

• Basic knowledge of medical terminology

• Basic proficiency with a variety of computer programs including Microsoft Office Suite

• Basic written, verbal, and active listening communication skills

• Strong customer relations and interpersonal skills

• Exercises tact and diplomacy in dealing with sensitive issues and situations

• Prioritize work and handle a variety of tasks simultaneously, with frequent interruptions

• Strong organizational and time management skills

• Effectively and quickly responds to requests in a proactive manner