Customer Service Representative
A Customer Service Representative is a person who maintains the overall flow of the clinic by having exceptional communication, organization and teamwork skills. Understands the importance of the patient and client needs and adjusts to the clinic’s availability to meet their needs.
Location: Animal Hospital of Orwell
Ideal Candidate:
Major Goals:
- Provide friendly, helpful, and quality customer service at all times and under all circumstances
- Keep the clinic schedule and financials organized to ensure a smooth and organized flow
- Be a detail-oriented person who can respond quickly and make good decisions
- Utilize practice management software, Google, and Microsoft programs
- Work well with fellow staff and follow the mission and core values of Pine Hollow Veterinary Services
- Perform multiple tasks simultaneously in a fast-paced environment
Commitment: Full-time
Company Overview:
Pine Hollow Veterinary Services is a locally and privately-owned group of rapidly growing veterinary practices that includes Albion Animal Center and Animal Hospital of Meadville located in Northwestern Pennsylvania and Western Reserve Animal Clinic and Animal Hospital of Orwell located in Northeastern Ohio. We have a dedicated and tenured team of veterinarians, registered/licensed/certified technicians, assistants, and customer service representatives who we know will make you feel right at home.
We live in an area that offers many opportunities for all lifestyles. We have the option to take a Sunday stroll down Main Street or ride our side-by-side down a country road and witness all that nature has to offer. You can find the staff at the beach in the summer or hiking a trail in the fall amongst the colored leaves. We value our winters and the many snow adventures of skiing, skating or a fun neighborhood snowball fight.
Come and enjoy the low cost of living our region provides along with the many opportunities for outdoor recreation on beautiful Lake Erie and in the Allegheny National Forest while still being in proximity of the cities of Cleveland, Buffalo, Pittsburgh, and Erie.
The clinics are open Monday through Friday and one Saturday a month for most of the practices. We are focused on wellness preventative care and providing the best medical standards for our patients. We provide emergency care only during normal business hours. As well as working in a progressive practice, we have a team atmosphere that is fun, collaborative, and feels appreciated at the end of the day. Our Pine Hollow culture is important.
Benefits may include continuing education, uniform allowance, vacation/sick time, health, dental, and vision insurance, Simple IRA, pet care, licensing and membership fees and more depending on employee classification.
Position Overview:
The customer service representative is the first voice and impression of the clinic. The purpose of this position is to provide the best customer service to every individual in the clinic or on the phone and treat them like family. The responsibility of the customer service representative is to ensure that the clinic runs smoothly through proper scheduling and assistance to clients to make sure that best medical standards for patients and clinic productivity occur. The duties include but are not limited to phone calls, emailing, faxing, and utilizing apps and online programs while responding professionally, quickly, efficiently and with good follow-through. The position requires knowledge of how to go above and beyond and maintain a well-balanced office so fellow staff and clients have a positive experience each day at the clinic. The customer service representative must be able to handle all daily financials, have experience with Apple devices, be willing to handle problems with a smile and be willing to help fellow staff if needed. The customer service representative is also usually the last person a client interacts with and needs to ensure that client leaves the clinic or calls comfortable with their reason for needing us.
Essential Skills and Knowledge:
- Answer and make phone calls, which may involve answering questions and screening and scheduling appointments
- Possess strong verbal and written communication skills – for client and fellow staff
- Handle incoming and outgoing email, faxes, texts and mail
- Update patient charts with each communication with the owner
- Process credit card payments and prepare bank deposits
- Assist with maintaining office and medical inventory supplies
- Maintain the cleanliness and seasonal marketing of the clinic
- Foster a positive work environment
- Knowledge of veterinary clinic procedures and policies to ask questions and answer client appropriately
- Assist with client education to ensure proper patient care
- Maintain proper documentation in the electronic medical record
- Have the ability to multitask
- Follows through with all issues that need to be completed
- Ability to remain calm and not let emotions overwhelm attitude or performance
- Ability to comprehend the severity and urgency of care needed for a patient from critical care
- treatments to wellness visits
- Be a critical and sensible thinker – be able to problem-solve
- Posses strong work ethic and positive work environment attitude
- Maintain a positive attitude
- Knowledge of Apple devices, online programs and ability to adapt to changes in technology
Education and Experience:
- High School Diploma or G.E.D.
- Previous receptionist customer service job-related experience
- Must be able to safely lift 30 pounds.
- Basic math and writing skills
Responsibilities:
Customer Service Representatives must possess good critical thinking and problem-solving skills, compassion, a positive attitude, follow-through and excellent communication and teamwork skills. Multitasking and accepting constructive criticism are essential. Punctuality is expected. This job description does not necessarily cover every task or duty that might be assigned. There may be additional responsibilities assigned as necessary.
How to apply:
To apply, please apply on our website by filling out a general staff application. You may also send your resume and cover letter via email to Rebekah Barnette at [email protected] and Samantha Krieg at [email protected].