Hybrid Veterinary Customer Service Specialist

$33,280 - $35,360/Yr

Veterinary Surgery Specialists - Wauwatosa, WI

Full-time - Entry Level

Remote - Wauwatosa, WI

About the position

The Hybrid Veterinary Customer Service Specialist plays a crucial role in delivering exceptional customer service and support to pet owners and patients utilizing mobile specialty surgery services in the greater Milwaukee area. This position serves as the primary point of contact for clients, ensuring their needs are met and facilitating a positive experience throughout their interactions with Veterinary Surgery Specialists Inc. The role requires strong communication skills, empathy, and a detail-oriented approach, with a commitment to outstanding hospitality and service.

Responsibilities

• Greet and welcome clients, both in person and over the phone, with a friendly and professional demeanor.
• Provide accurate and detailed information to clients regarding surgery services, appointment scheduling, in-person consultations, rechecks, procedures, and pricing.
• Schedule appointments, surgeries, and follow-up visits, ensuring efficient coordination with veterinary staff and maintaining an organized appointment calendar.
• Collect and record client and patient information accurately, verifying and updating records as necessary.
• Assist clients with completing required forms, waivers, and consent documents.
• Handle incoming and outgoing phone calls, addressing inquiries, scheduling requests, and prescription refills promptly and accurately.
• Address client concerns and resolve issues promptly and satisfactorily, escalating complex matters to the appropriate management team.
• Maintain a clean and organized reception area and building when on-site, ensuring a welcoming environment for clients and their pets.
• Coordinate and process payments, including invoicing, insurance claims, and cash handling, while adhering to hospital policies and procedures.
• Collaborate with veterinary staff to ensure seamless communication and coordination between clinics, ensuring accurate and timely transfer of patient information.
• Support veterinary technicians and assistants by assisting with patient check-ins, handling paperwork, and facilitating smooth patient flow.
• Maintain knowledge of hospital services, policies, and procedures to provide accurate and up-to-date information to clients.
• Stay informed about pet care and veterinary best practices to offer knowledgeable guidance and resources to clients.
• Contribute to continuously improving customer service processes, suggesting and implementing ideas to enhance client satisfaction and efficiency.
• Safely and empathetically handle and restrain patients for consultations, physical exams, and procedures.
• Assist with instrument care, including cleaning, packing, sterilizing, and helping with overall organization and housekeeping.
• Facilitate updates for mypetsurgery.com and help generate content for social media platforms.

Requirements

• A high school diploma or an equivalent qualification is required.
• Previous experience of at least two years in animal healthcare customer service or animal nursing care is highly preferred.
• Strong interpersonal and communication skills, with the ability to engage effectively with clients, colleagues, and veterinary professionals.
• Excellent organizational skills and attention to detail, with the ability to multitask and prioritize tasks in a fast-paced environment.
• Compassion and empathy for animals and their owners, with a genuine desire to provide exceptional service.
• Proficiency in computer systems, including appointment scheduling software, electronic medical records, Microsoft Office suite, and QuickBooks.
• Ability to handle complex and emotional situations professionally, maintaining composure and displaying empathy.
• Knowledge of basic veterinary terminology and services is an advantage.

Nice-to-haves

• Willingness to go through Animal CPR certification courses and other educational training courses assigned by management.
• Ability to take on delegated responsibilities when required.

Benefits

• Continuing education credits
• Dental insurance
• Health insurance
• Paid holidays
• Paid time off
• Uniform allowance
• Vision insurance