Customer Service Rep

CUSTOMER SERVICE REPRESENTATIVE (CSR)

About us: Veterinary Medical Center of The Woodlands is a full-service veterinary hospital providing excellent medical, surgical, and dental care. We have an in-house pharmacy, laboratory, and radiology equipment.

Our goal has been to assemble a veterinary health care team committed to providing quality care, exceptional client service, and a team that believes in treating your pets like the valued family members they are.

Find out more about us here: VMC of the Woodlands

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 FunMaintain knowledge of the services the hospital provides and utilizes the information to promote the hospital's services and products to existing and prospective customersWelcome clients and pets, ensuring that they are comfortable in the hospital, and educating the clients about preventative care and pet health needsAssist incoming clients. Document and enter the pet's history, requested services, and other pertinent information within the practice management softwareDirect the flow of clients and pets to ensure superior client care and maximum productivity of the veterinary medical teamAnswer 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 neededSchedule client appointments and follow-up exams. Work with Veterinarian(s) and veterinary staff as needed to ensure optimal schedulingAssist outgoing clients by providing all necessary instructions, information, and invoicesDispense prescription items per the Veterinarian's instructions and sells retail productsResponsible for cash management including accepting payments for products and services provided. Perform daily reconciliation of the cash drawerRespond to customer complaints in a professional, courteous manner and act satisfactorily to resolve the problemSupport a practice environment that promotes collaboration and teamwork to ensure the delivery of quality, compassionate, effective, and efficient health care to petsComply with all practice policies, quality assurance guidelines, and minimum standards of carePerform 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 preferredExperience in a medical facility desired

Knowledge, Skills and Ability

Ability to provide effective customer service principlesBasic knowledge of medical terminologyBasic proficiency with a variety of computer programs including Microsoft Office SuiteBasic written, verbal, and active listening communication skillsStrong customer relations and interpersonal skillsExercises tact and diplomacy in dealing with sensitive issues and situationsPrioritize work and handle a variety of tasks simultaneously, with frequent interruptionsStrong organizational and time management skillsEffectively and quickly responds to requests in a proactive mannerStrong attention to detail and high level of accuracy

PHYSICAL DEMANDS

While performing the duties of this job, the team member is regularly required to talk and hear. The team member must frequently use a computer for long periods of time. Specific vision abilities are required to do this job including close vision. This position requires walking and/or standing for long periods of time, bending, reaching, grasping, and repetitive motions. May be exposed to disinfectant/sanitation chemicals, pets dander, and excretions. This position is exposed to low to moderate noise levels. Must be able to lift up to 30 lbs. unassisted, 50 lbs. with assistance. Must be able to work flexible hours including evenings and weekends.

SUPERVISORY RESPONSIBILITIES: None