Veterinary customer care representative
Location
Ocala, FL | United States
Job description
POSITION SUMMARY
The Customer Care Coordinator is the first impression by the client. This individual is responsible for being the face of the brand and ensuring a positive experience from the first interaction to the ongoing relationship with the client.
ABOUT MARICAMP ANIMAL HOSPITAL
Our mission is to empower a lifetime of memories, bringing pet health solutions that impact our community. We provide owners with the education they need in order to make a fully informed decision about their pets health care. We are dedicated to ensuring our patients have the results and success they deserve. Our core values are the backbone of our business and guide our hiring process: we create impact, have discipline, are accountable, in alignment, results oriented and inspirational.
Our team holds tremendous value and an integral part of creating an environment of success and wins from the clients and patients.
We help our team members achieve success in their roles and beyond through the development of their personal, professional, and financial goals - making it a top priority to support our team’s development potential.
OBJECTIVES
- Calling clients to provide appropriate products and services descriptions and advise on high-quality services based on doctor's recommendations for their pet and ensuring appointments are booked and held
- Ensure Maricamp Professional standards are upheld during every engagement with client or pet to facilitate
- Expertly maintain hospital schedule to ensure efficient and optimized flow of patient
- Handles all incoming and outbound calls, providing consistent and excellent customer service through a variety of circumstances
- Appropriately maintain all client and medical records for accuracy, ensuring all notes taken during all client conversations is documented to ensure operational efficiency
- Handle client prescriptions requests communication & [email protected] , and route to departments appropriately
- Communicate with clients regarding financial options and policies to ensure smooth transactions and proactive scheduling’ ensuring payment is collected at time of service
- Prepares all appointments per company policy to ensure a smooth and efficient hospital flow
- Maintain accurate statistics to ensure departmental goals are on target
- Maintain all administrative functions of the role; ensuring accuracy and relevant data files across all platforms including but not limited to new client registration, medical records, health and vaccination certificates, lab results and sale, travel, international certificates, and euthanasia
- Schedule appointments and surgeries according to hospital scheduling guidelines; including drop offs, surgery, dentistry, grooming, or other procedures to appropriate hospital staff to ensure a smooth hospital flow
- Ensure all clients and pets are prepared for scheduled appointments through proactive communication.
- Managing the timely and accurate collection of pre-payments from clients
- Use Standard Operating Procedures to educate owners on doctor recommendations and schedule appointments with pet owners
- Handle all other office administrative tasks as necessary
COMPETENCIES - Excellent verbal and written communication skills with a proven ability to navigate relationships with client, co workers, and patients
- Must be detail-oriented and highly attuned to capturing relevant data in documentation
- Foster collaborative relationships with other team members and departments
- Strong computer skills and highly proficient in MS Office Suite, Windows, Google Suite; and CRMS
- Outstanding organization and administrative accountability
- Ability to maintain confidentiality with individual interactions with patients
- Experience successfully maintaining a positive attitude while working in a team environment with competing priorities
- Must have the physical and mental capacity to perform in a fast paced and challenging environment
- Holds self and others accountable for making principled decisions; address unethical behavior head on
- Proven Ability to maintain professionalism through implementing mission, vision, core values and ensuring juniors are held to the same standard
- Assumes responsibility for the results of own actions and their impact on the team
- Ability to handle multiple customer inquiries and issues at the same time with maintaining a high level of quality and addressing in a timely manner
- Ability to utilize CRM and reporting systems to proactively identify new opportunities to improve communication and client satisfaction
EDUCATION AND EXPERIENCE - Education in Customer Excellence or Customer Service
- Knowledge of veterinary medicine
- Bilingual English & Spanish is a plus
- 2 years experience in Customer Service and/or appointment scheduling
PHYSICAL REQUIREMENTS - Ability to spend prolonged periods of time standing, sitting, or walking
- Must be able to lift at least 25lbs
- Travel Required: Up to 15% for Continuing Education & Training
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential requirements
COMMITMENT TO DIVERSITY As an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce, Maricamp Animal Hospital recognizes that a diverse staff, reflective of our community, is an integral and welcome part of a successful and ethical business. We hire local talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation, or disability, and actively foster inclusion in all forms both within our company and across interactions with clients, candidates, and partners.
Job Type: Full-time Salary: $14.00 - $18.00 per hour Expected hours: 40 per week Benefits:
- 401(k) with employer match
- Dental Insurance
- Employee assistance program
- In-House Veterinary Care Employee Discount
- Paid time off
- Employee Discount Program
- Professional development assistance
- Referral program
- Vision insurance
Schedule: - Day shift
- Monday to Friday
Work setting:
Job tags
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