CSR

About the Role:

The Customer Service Representative (CSR) plays a pivotal role in ensuring customer satisfaction by acting as the primary point of contact between the company and its clients. The CSR is responsible for maintaining accurate records of customer interactions and transactions, ensuring that all communications are handled efficiently and professionally. By understanding customer needs and feedback, the CSR contributes to continuous improvement in service delivery and customer experience. Ultimately, this role is essential in building customer loyalty and supporting the company’s reputation for excellent service.

Minimum Qualifications:

• High school diploma or equivalent.
• Proven experience in a customer service role or related field.
• Strong communication skills, both verbal and written.
• Basic computer proficiency
• Ability to handle multiple tasks and work in a fast-paced environment.
• Must be able to work weekends (every other Saturday and Sunday)

Preferred Qualifications:

• Conflict resolution and problem-solving training or certification.
• Previous experience in the Veterinary Industry.
• Works well individually and in a team
• Experience with PetDesk platform a plus

Responsibilities:

• Respond promptly and professionally to customer and regular veterinarians inquiries via phone, email, or chat.
• Resolve product or service issues by clarifying the customer's complaint, determining the cause, and selecting the best solution.
• Maintain detailed and accurate records of customer interactions and transactions in the company database.
• Collaborate with other departments to address complex customer issues and ensure timely resolution.
• Provide customers with information about products, services, and policies to assist in their decision-making.

Skills:

The required communication skills enable the CSR to effectively understand and address customer needs, ensuring clear and empathetic interactions. Proficiency with Cornerstone software and basic computer skills are essential for managing customer data and tracking service requests efficiently. Problem-solving abilities help the CSR to identify issues quickly and provide appropriate solutions, enhancing customer satisfaction. 

Benefits: Health, Dental and Vision Insurance, 401k, Paid Parental Leave, Pet Discount

Hospital Hours: Monday - Friday:  6:30am-7:00pm, Saturday: 6:30am-3:00pm, Sunday: 9:00am-12:00pm