Our ever-growing 11 doctor practice is looking for exceptional staff to help grow our PetVet Ohana! We seek an outstanding and responsible individual to join our team as a FULL-TIME Customer Service Representative. Our ideal candidate must be outgoing, friendly, and ready to greet our clients and patients with a warm smile and plenty of Aloha! We are busy with multiple phone lines, text messaging, and in-person clients, and the ability to thrive in a fast-paced environment and work as a team is a must. A love for animals is also a MUST! If you think you are the right fit for our outstanding team, please send us your cover letter and resume. Must be able to work one weekend day.
Mahalo, and we look forward to hearing from you!
Job Summary:
The customer service representative (CSR) is the first face of the practice, interacting with clients in person, by phone, and through correspondence. As such, a CSR must have a strong general knowledge of the practice and its services, staff, and processes. The individual must be presentable and communicate in a friendly, reassuring, and professional manner. Most duties require the ability to work with computers and practice management software to maintain records, invoice clients, record payments, and send correspondence. The CSR interacts and communicates with clients, veterinarians, and other practice staff.
Physical Requirements (The physical demands described here are representative of those that must be met by an employee to successfully perform the primary functions of this job.):
- Frequently position self and move about the reception and retain area perform computer data entry, use office machinery, and assist clients with merchandise. Requires the ability to walk, bend, stand, and reach during a minimum 8-hour shift.
- Must be willing to work long or irregular hours under fast-paced and/or stressful conditions.
- Frequently required to communicate with clients, veterinarians, and fellow team members and thus must have the ability to speak and hear sufficiently to exchange accurate information.
- Must possess visual acuity to maintain accurate records, recognize people, and understand written directions.
- Frequently transports inventory to stock shelves. Must be capable of handling 30 pounds minimum on a regular basis, and occasionally handle up to 50 pounds.
- Basic animal handling skills since frequently called upon to obtain pets weights or room pets.
Skills and Knowledge:
- Possession of strong organizational skills.
- Excellent verbal and written communication skills. Possess exceptional interpersonal communication skills.
- Knowledge of hospital procedures and operating instructions for making appointments, maintaining patient medical records, and relaying information to clients.
- Requires strong client service skills. Considerable compassion, tact, and diplomacy is required. Must accurately relay information from and to clients and the rest of the healthcare team.
- Conduct yourself with integrity and commitment to the practice. Work efficiently and accurately to maximize productivity, taking initiative to find and complete tasks or assist other team members.
Primary Duties:
- Provide friendly, quality care to all patients and clients of the practice while maintaining a professional appearance.
- Demonstrate general knowledge of the practice and its services and policies as well as general knowledge of pets and pet care.
- Punctually follow designated work schedules.
- Greet clients and patients, respond to client needs and questions, educate clients, and complete paperwork. Manage distressed clients.
- Answer phones and respond to questions and appointment requests. Manage phone lines. Make outgoing calls to advise clients, reschedule appointments, and ask for patient updates.
- Demonstrate computer competency and accuracy. Maintain the client and patient database and patient medical records. Create and send correspondence, reports, certificates, and reminders. Keep client and patient information confidential.
- Admit and discharge patients. Assure that all financial obligations are met by owners. Collect payment for services.
- Manage the schedule for appointments and all providers.
- Handle pricing questions in a manner that encourages clients to accept the veterinarian’s recommendation and create estimates.
- Review consent forms with clients and verify client signatures.
- Handle all over the counter and retail purchases. Exercise technical knowledge of products sold and demonstrate salesmanship abilities. Stock retail inventory as needed.
- Perform a variety of basic clerical duties such as faxing, filing, sending out correspondence/mailings, and tracking office supplies.
- Clean and maintain reception and client waiting areas.
- Meet safety standards and follow safety procedures.
- Work well with other employees and ensure that individual actions support the hospital, the veterinarians, and the practice philosophy.
- Perform other duties as assigned.
Financial Benefits:
- A flexible approach to compensation that will reflect your skillset and future performance
- 401(k) matching & Roth Retirement Savings Plan
- Flexible Spending Account
- 529 Savings Plan
- Tuition Support Program
- Referral bonus program
Wellness Benefits:
- Health Insurance, including medical, dental, and vision
- Sick Time / Paid Time Off
- Supplemental insurance, including accident, disability, critical illness, and life insurance
- Health Savings Account
- Free/discounted lab work for all employee pets
- Pet discounts on services and products
- Pet food discount program
Workplace Benefits:
- Quarterly Team Rewards Bonus Program
- Professional development opportunities
- Continuing education allowance
- Uniform allowance
Lifestyle Benefits
- Six paid holidays
- Employee Assistance Program
- Parental leave
- Employee discount program (Apple, Verizon, Disney, auto insurance, flights, etc.)
Diversity, equity, inclusion, and belonging are core values at PetVet Animal Hospital and Vetcor. We are passionate about building and sustaining an inclusive and equitable working and learning environment for all employees. Every team member enriches our diversity by exposing us to various ways to understand and engage with the world. That's why we're committed to a workplace culture where employees are comfortable being their authentic selves, feel a complete sense of belonging, and are empowered to reach their highest potential.
