Client Service Representative - Wheaton, IL
Client Service Representative
The Client Service Representative ('CSR') drives the flow of clients and pets through the hospital, maximizes the productivity of the veterinary medical team (in terms of numbers of clients and pets),ensures good communication with associates and clients, and coordinates the care of clients and pets in a happy, welcoming, friendly and efficient manner, influencing clients to return and refer their friends and families.
Essential Responsibilities and Tasks:
- Actively promote hospital services. Rout the flow of clients and pets to ensure superior client care and maximum productivity of the veterinary medical team.
- Maximize the number of pets seen by the hospital team through a 'come in now' environment.
- Provide professional, efficient and exceptional service at all times. This includes encouraging hospital visits, welcoming clients and pets, ensuring that they are comfortable in the hospital, and educating them about their pet's health.
- Educate clients about preventative care, pet health needs and hospital services
- Assist incoming clients by completing the required documentation, entering all pet information and history in the computer, utilizing proper collars and tags for identification, and ensuring prompt service.
- Assist outgoing clients by providing all necessary instructions, information and invoices, dispensing prescription items per the veterinarian's instructions, selling retail products and scheduling future appointments.
- Manage the finances by maintaining accurate balances and utilizing proper opening and closing procedures.
- Conduct administrative functions as necessary.
- Ability to multi-task- Manages multiple tasks at one time; quickly and accurately shifts attention among multiple tasks under distracting conditions without loss of accuracy or appearance of frustration.
- Communication skills - Reads, writes, and speaks fluent English, using appropriate grammar, style and vocabulary. Demonstrates exceptionally strong written and verbal communication skills.
- Organizational ability - Demonstrates a systematic approach in carrying out assignments.
- Problem solving skills - Demonstrates a strong ability to identify, analyze and solve problems. Translates problems into practical solutions.
- Client service skills - Consistently ensures the team provides the client with attentive, courteous, and informative service. Gains and shows personal satisfaction from delivering great service.
- Mathematical ability - Ability to add, subtract, multiply and divide, and to compute rate, ratio, and percent; ability to convert units of measurement.
- Computer skills - Comfortably and confidently uses a computer and specialized software. Microsoft Word, Excel, Access, Outlook, etc.
- Initiative - Shows willingness and aptitude to take appropriate steps in finding solutions to problems; presents options and ideas to enhance current processes or procedures.
- Integrity - Firmly adheres to the values and ethics of Noah’s Animal Hospitals. Exhibits honesty, discretion, and sound judgment.
- Client needs and work volume may often require more than 40 hours per week to complete essential duties of this job. This position requires special hours including working weekends, evenings, and holidays.
Experience, Education and/or Training
- High School Diploma or equivalent required.
- Must be at least 18 years old to perform duties involving radiography (x-ray) and exposure to radioactive substances.
- One-year related experience required with customer service preferred.