Customer Service Representative
Trinity Animal Hospital ( a Thrive Pet Healthcare Partner) is seeking a Full-Time Veterinary Customer Service Representative
Pay Band: $15 - $20 hr.
The CSR is the client’s first contact when calling or visiting the practice and as such represents the professional image of the practice to callers and visitors. The receptionist answers telephones, greets clients, prepares patient files and escorts clients and patients to exam rooms, receives and relays client correspondence, updates client financial records. The exceptional receptionist has the ability to diffuse negative client situations and foster client bonding.
Required experience: 6 months of veterinary or animal care experience (can be volunteer work)
We offer full-time employees a Total Rewards Package that includes:
- Health Insurance, Dental Insurance, Vision Insurance
- Paid Parental leave
- Paid Purrental Leave (when you adopt a new pet)
- Short- & Long-Term Disability
- Scholarships to Penn Foster Veterinary Technology program
- Supplemental Benefits
- Health Savings Accounts
- Flexible Spending Accounts
- Annual Performance Reviews
- Referral Bonuses
- MAP Bonus program for continuous employment for 3 years ($2,500), 5 years ($7,500) and 10 years ($25,000)
- Holiday pay
- Paid Time Off
- CE Paid Time Off
- Employee Assistance Program
- Pet discounts at all hospitals within our ecosystem
- Uniforms provided
The receptionist must be able to:
- Be flexible in attitude and work habits.
- Genuinely enjoy working with animals AND people.
- Quickly learn how to pronounce, know the meaning of and spell commonly used veterinary terms.
- Perform basic computer skills
- Have had experience with basic office functions in a busy work environment
- Stay calm and efficient during medical crisis.
- Willing to continuously teach and learn.
- Will attend bi-weekly CSR meetings and quarterly All-Staff meetings.
- Will have regular check-ins with Senior CSR to ensure proper training.
- Give and receive feedback respectfully.
- Physical Effort: Work requires lifting and carrying records and equipment weighing up to 25 lbs; requires sitting and standing for extended periods or time.
- Working conditions: May be exposed to unpleasant odors, noises and animal feces. May be exposed to bites, scratches and contagious diseases.
- There is no such thing as “that isn’t my job”.
Can provide compassionate care to patients and clients.
- Can conduct oneself in a confident and professional manner even when stressed and/or focused on individual tasks. Can deal intelligibly, pleasantly and efficiently with clients, often doing several things at one time.
- Can answer client’s inquiries about hospital policies, basic animal care questions, cost of routine procedures and products.
- Can maintain the appearance of the front office through cleaning and organization.
- Can maintain positive, cooperative relationships with other employees.
- Can display tact and diplomacy with staff members and clients even when busy or hectic.
- Can organize daily appointment paperwork, boarders and next day procedures
- Can stock up front inventory and organize front lobby diets.
- Can answer telephones and handle calls quickly, efficiently and in a professional and friendly manner, using a multi-line telephone system.
- Receives and relays telephone, fax, and email messages accurately and promptly.
- Can accurately maintain an alphabetical filing system.
- Can greet clients, enters or updates client and pet (animal) information into practice computer system, escorts to exam rooms for medical procedures.
- Capable of giving a guided facility tour and highlighting aspects of the hospital
- Can prepare health certificates, immunization certificates, laboratory requests, and outline euthanasia procedures.
- Can outline costs and fees in a positive light while supporting hospital payment policies.
- Can prepare client invoices and obtains payments for services performed.
- Can educate clients on over-the-counter products. Has full knowledge of heartworm and external parasite preventives to promote client education.
- Understands and carries out oral and written directions.
- Can turn phone-shoppers into clients through relationship building and bonding.
- Can easily remember clients and patients names and uses them.
- Has good computer skills and shows accuracy in inputting details.
- Can accurately handle payment transactions.
- Can keep the front desk running efficiently and smoothly even when there is a client wait time.
- Explain delays to clients. Ensure the comfort of clients and patients during their wait times.
- Be prepared to handle any facility emergency that may arise.
- Performs other duties as assigned.