Client Service Representative

Description

POSITION OVERVIEW 

The Client Service Representative is a critical part of the client experience and the “face of the hospital,” as they will often be the first person our clientele interacts with, both in person, and over the phone.  This position aims to ensure excellent service standards, while responding efficiently to customer inquiries and maintaining a high level of customer satisfaction.  The best CSRs are genuinely excited to interact with customers.  They are empathetic, patient, and passionately communicative.  And while the CSR is focused on the client, our CSRs are also the first interaction our furry patients have with our hospital and must therefore be adept at making them feel welcome and comfortable! 

CORE RESPONSIBILITIES 

• Greet clients and patients  
• Identify and work compassionately with clients in various emotional states 
• Manage a multi-line incoming call system 
• Appointment scheduling and confirmation for multiple veterinarians  
• Process payment transactions with daily cashbox reconciliation  
• Facilitate professional and timely patient check-ins and check-outs 
• Manage record and client requests  
• Maintain aesthetic and cleanliness of reception areas, including client waiting areas and exam rooms 
• Provide various clerical support such as document scanning, attachment of files to patient medical records, data entry, filing, etc 

OTHER RESPONSIBILITIES 

• Perform other duties as assigned by the Practice Manager  

Requirements

REQUIRED QUALIFICATIONS, KNOWLEDGE, SKILLS, AND ABILITIES  

• Exceptional verbal communication skills including a clear, articulate, pleasant, and confident speaking voice 
• Exceptional interpersonal skills including ability to demonstrate engaging body language, tone of voice, and listening skills with clients. 
• Exceptional written communication skills including proper grammar, spelling, and touch typing. 
• Highschool diploma or GED  
• 2+ years of experience in a customer service role  
• Familiarity with Microsoft Office, specifically Word and Excel 
• Ability to learn and use new hospital software program(s) 
• Proven efficiency and time-management skills, as well as the ability to multi-task in a fast-paced environment while still having a keen attention to detail 
• Reliable and punctual 
• Proven customer service and client communication, including ensuring client satisfaction at all times  

REQUIRED CERTIFICATIONS/LICENSES 

• None 

PHYSICAL REQUIREMENTS  

• Ability to demonstrate proper lifting technique up to 40lbs 
• Ability to wear a face mask at all times while inside the facility   
• Ability to stoop, bend, kneel, and reach 
• Ability to stand for extended periods of time  
• Ability to work in an often-noisy environment with barking dogs 
• Dexterity to write and manipulate a keyboard and mouse