Lead Customer Service Representative (Lead Receptionist)

Overview

Michigan City Animal Hospital has an opportunity for a

Lead Customer Service Representative to join our team!

Location: 2525 E Michigan Blvd, Michigan City, IN 46360

Shift Details: Full-Time position, working some weekdays and Sat shifts, schedule may change from week to week based on clinic needs. Typical schedule is four shifts per week (two 12 hour and two 6-8 hour). Open to part-time candidates who can work a fixed afternoon schedule 12pm-7pm. Our operating hours are Mon-Fri 7am-6pm and Sat 8am-12pm.

Compensation: $19.00 - $23.00/hour (based on experience)

Desired Experience: Strong Leadership & Customer Service background required. Professional receptionist, administrative, or veterinary/animal industry experience preferred.

This is a high intensity environment that requires 100% accuracy. Think 911 call center.

What We Are Looking For: We are looking for a professional who will love and care for our clients, and their fur family. While we care for pets as a veterinary hospital, the CSR position is exclusively interacting with our staff with the goal of client satisfaction (not interacting directly with the pets). We pride ourselves in being a drama free environment that will help you grow professionally. This is an extremely rewarding job and very impactful to our community.

Job Summary: The Lead Customer Service Representative (CSR) focuses on client service and excellent communication. The Lead CSR is the first and last contact that a client will have with the hospital and a key to creating first and lasting impressions. The Lead CSR must have exceptional client service and communication skills, computer literacy, ability to handle payment and financial issues, ability to multi-task, a friendly attitude and confidence to deal with stressful situations. The Lead CSR will support veterinarians, technicians, veterinary assistants, groomers and kennel staff in daily patient and client care.

Responsibilities

How you'll make an impact:

• Maintain and uphold the Core Values and Mission Statement of MVP.

• Greet clients and pets by name with a smile and a positive, solution-oriented attitude.

• Answer phones promptly and professionally using a multi-line phone system; answering client inquiries about basic animal care and routine procedures, questions about veterinary services and products, and provide knowledgeable advice about wellness, prevention, and diseases.

• Screen and route calls to appropriate staff; take and deliver messages promptly to appropriate staff, pulling medical records of patients so staff can properly document information.

• Schedule appointments and surgeries according hospital scheduling guidelines and make surgery and appointment confirmation calls.

• Note in medical records the details discussed during client conservations including the date, time, key points of the discussion and any required information.

• Train new employees using level training method.

• Foster collaborative relationships with other team members and departments.

• Enter accurate charges; explain invoices to show value for care provided, stating all services and products provided before the total; echo doctors' recommendations when checking out clients.

• Collect payment when services are rendered, including making change for cash payments, processing credit cards and getting proper ID for checks.

• Verify the eligibility of clients with charge accounts.

• Balance the cash drawer at end of each day.

• Check medical and computer records for accurate client addresses, phone numbers, e-mail addresses and scan appropriate new documents to patient's medical records.

• Fill prescriptions refill forms and provide routine administrations instructions to clients.

• Advise clients on flea/tick preventative, heartworm preventatives, pre-anesthetic testing, pain management, shampoos, home dental products, and other retail items.

Qualifications

Required Knowledge, Skills and Abilities:

• High school diploma or equivalent.

• Prior experience in customer service/reception in veterinary field required.

• Demonstrated commitment to MVP core values.

• Computer knowledge required- keyboarding and use of communication tools (e-mail/internet).

• Working knowledge of veterinary terminology- must be able to pronounce, spell, and know the meaning.

• Must have excellent spelling and grammar.

• Ability to handle varied and sometimes difficult conditions: will be exposed to highly emotional situations, unpleasant odors, noises and animal excrement.

• Ability to display tact and respect with clients and team members, even when busy or hectic.

• Ability to conduct oneself in a confident, calm, and professional manner with clients and staff when situations are stressful and/or focused on individual tasks.

• Must feel and express a genuine liking for animals and their owners and for working in an animal care field.

We put people first and never compromise on our values.

Apply today for immediate consideration!

Mission Veterinary Partners (MVP) is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.