Veterinary Customer Service Representative

Position: Customer Service Representative (Emergency Animal Hospital)

Overview:As a Customer Service Representative at our Emergency Animal Hospital, you will play a crucial role in providing exceptional service to our clients during stressful and urgent situations involving their beloved pets. You'll serve as the first point of contact for pet owners seeking immediate assistance and guidance.

Responsibilities:

• Client Interaction:
  • Receive incoming calls, emails, and in-person visits from pet owners seeking emergency veterinary care.
  • Provide compassionate, clear, and accurate information regarding emergency procedures, available services, and hospital policies.
  • Assess urgency and severity of cases, effectively prioritizing incoming requests based on criticality.
  • Communicate with pet owners to gather essential information about the animal's condition and relay this information to the veterinary team.
• Appointment Scheduling and Coordination:
  • Schedule appointments for emergency cases, ensuring efficient use of hospital resources and timely care for incoming patients.
  • Coordinate with veterinary staff to manage incoming cases, ensuring seamless transitions and appropriate allocation of resources for urgent cases.
• Administrative Tasks:
  • Maintain accurate and updated records of client information, pet histories, and medical data in the hospital's database.
  • Process payments, handle billing inquiries, and assist with insurance-related paperwork as needed.
  • Handle administrative tasks efficiently, including filing, data entry, and other clerical duties.
• Client Support and Follow-Up:
  • Provide empathetic support to distressed pet owners, offering guidance and reassurance during critical situations.
  • Follow up with clients post-visit to ensure satisfaction, address any concerns, and collect feedback to improve services.

Requirements:

• Previous experience in a Customer Service role, preferably in a veterinary or healthcare setting.
• Strong communication skills, both verbal and written, with a compassionate and empathetic approach.
• Ability to multitask in a fast-paced environment and remain composed under pressure.
• Proficiency in using computer systems and familiarity with basic office software.
• Type at least 40 wpm
• Flexibility to work in shifts, including evenings, weekends, and holidays.

Preferred Qualifications:

• Knowledge of veterinary terminology and procedures.
• Experience handling payments, insurance claims, and medical records.
• Certification or training in Customer Service or veterinary assistance.

Working Conditions:This position requires working in a dynamic and sometimes emotionally charged environment. The role involves standing for extended periods, handling phone calls, and interacting with distressed pet owners.

Compensation negotiable based on credentials and experience with an hourly pay rate starting at $19 - $24 / hour. The actual rate offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location.

At Thrive Pet Healthcare, we celebrate and embrace the uniqueness and diversity of all of our team members, pet parents, and pets. We strive to create a diverse, equitable, and inclusive culture where all team members belong and feel empowered.

Apply today! We look forward to hearing from you!