Client Service Representative

Summary/Objective

The Client Service Representative (CSR) is responsible for providing effective client service for all internal and external clients by using excellent, in-depth knowledge of Oakwood Hills Animal Hospital products and programs as well as communicating effectively with team members within the Client Service Representative Team. The best CSRs are genuinely excited to help clients. The CSR is patient, empathetic, and passionately communicative while maintaining a friendly, positive attitude.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Maintain positive, cooperative relationships with other employees and display tact and respect with team members even when busy or hectic.

2. Feel and express a genuine liking for animals and their owners and for working in an animal care field.

3. Provides timely and accurate information to incoming client calls and product knowledge requests.
4. Identify, process, and assess client needs according to established policies and procedures.
5. Handle complaints, provide appropriate solutions and alternatives, and follow up to ensure resolution.
6. Provides timely feedback to Oakwood Hills Animal Hospital regarding service failures or client concerns.
7. Partners with other teams to meet and exceed client’s service expectations.
8. Admit patients and handle medical records entries accurately. Enter and update client and patient information into practice computer software and shows accuracy in inputting details.
9. Prepare health certificates, immunization certificates, laboratory requests, and euthanasia forms.
10. Process payments/client invoices for services performed. Client correspondence including procedure reminders, thank you cards, welcome cards, sympathy arrangements and cards, and A/R statements.
11. Receives and relays telephone, fax and email messages accurately and promptly Answers telephones and handle calls quickly, efficiently and in a professional and friendly manner using a multi-line system.
12. Other duties as assigned.

Competencies

1. Client Focus.

2. Problem Solving/Analysis.

3. Time Management.

4. Communication Proficiency.

5. Teamwork Orientation.

6. Technical Capacity.

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. There is exposure to hazards associated with pets such as allergies, contagious diseases, noises, odors, bites, scratches, and animal waste.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit, stand; walk; use hands; and reach with hands and arms. Work requires lifting and carrying items weighing up to 40 pounds up or down one flight of stairs.

Position Type and Expected Hours of Work

This is a full-time position. Shifts and hours of work are Monday through Sunday. You must be able to work a variety of shifts, including evenings and weekends.

Travel

No travel is expected for this position.

Required Education and Experience

1. High school degree.

2. Previous client service experience is desirable.

3. Computer experience.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Job Types: Full-time, Part-time

Pay: $15.00 - $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Evening shift

Weekly day range:

• Monday to Friday
• Weekend availability

Work setting:

• In-person

Work Location: In person

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