Client Services Representative

A Caring Doctor (Minnesota), P.A.; United States; On-site; USD 20,664 - 24,383; Part time

Benefits offered by this job

Comprehensive Medical, Dental and Vision Insurance

Generous Retirement Plans with company match

Paid Time Off and Holidays

Continuing Education Allowance

Exclusive Discounts on products and services

Job summary

VCA Inc. is seeking a Client Service Representative to enhance client experience and streamline operations. Responsibilities include assisting clients, promoting services, and maintaining a welcoming environment.

The ideal candidate will have a strong customer service background, excellent communication skills, and the ability to work in a fast-paced environment. Join us to make a difference in the lives of pets and their owners!

Qualifications

• Must be at least 18 years old for duties involving radiography.
• One year of related experience required, preferably in customer service.
• Medical background with terminology training is preferred.

Responsibilities

• Drive flow of clients and pets through the hospital.
• Promote hospital services and recruit new clients.
• Provide professional and exceptional service to clients.
• Manage finances and maintain accurate balances.

Skills

Customer Focus

Client Service Skills

Communication Skills

Problem Solving

Education

High School Diploma or equivalent

Job description

JOB SUMMARY

The Client Service Representative (CSR) drives the flow of clients and pets through the hospital, maximizes the productivity of the veterinary medical team, 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

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Actively recruit new clients by promoting hospital services and route 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 productive and efficiently run hospital to support the needs of our wellness plan clients.
• Provide professional, efficient and exceptional service at all times – encouraging hospital visits, welcoming clients and pets, ensuring they are comfortable in the hospital, and educating them about their pet’s health.
• Educate clients about Optimum Wellness Plans, 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.
• Other job duties as assigned.

THE FIVE PRINCIPLES

• Quality – The consumer is our boss, quality is our work, and value for money is our goal.
• Responsibility – As individuals, we demand total responsibility from ourselves; as associates, we support the responsibility of others.
• Mutuality – A mutual benefit is a shared benefit; a shared benefit will endure.
• Efficiency – We use resources to the full, waste nothing and do only what we can do best.
• Freedom – We need freedom to shape our future; we need profit to remain free.

HIRING QUALIFICATIONS

Competencies

• Leadership: Customer Focus
• Peer Relationships
• Integrity & Trust
• Action Oriented Listening
• Functional Preventative care and OWPs
• Communication Skills
• Client Service Skills
• Priority Setting Time Management

Capabilities and Experience (can do)

• Ability to multi-task – manage multiple tasks at one time; quickly and accurately shift 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.
• Organizational ability – demonstrates a systematic approach in carrying out assignments, excels at cutting through confusion and turning chaos into order.
• Problem solving skills – demonstrates a strong ability to identify, analyze and solve problems and translates problems into practical solutions.
• Client service skills – consistently ensures the team provides the client with attentive, courteous and informative service.
• Intellectual ability – accurately and consistently follows instructions delivered in an oral, written or diagram format; can provide directions.
• Mathematical ability – adds, subtracts, multiplies and divides, computes rate, ratio and percent, and converts units of measurement.
• Computer skills – comfortably and confidently uses a computer and specialized software such as Microsoft Word, Excel, Access and Outlook.

Attitudes (will do)

• Initiative – shows willingness and aptitude to use own discretion in finding solutions to problems; presents options and ideas to enhance current processes or procedures.
• Integrity – firmly adheres to the values and ethics of Banfield Pet Hospitals; exhibits honesty, discretion and sound judgment.
• Cooperativeness – willing to work with others, collaborating and compromising where necessary; promptly shares relevant information with others.
• Flexibility – is open to changing situations and opportunities and is willing to perform all tasks assigned.
• Independence – able and willing to perform tasks and duties without supervision.
• Tolerance for Stress / Resiliency – maintains a positive “can do” outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations.

Special Working Conditions

Ability to work at a computer for long periods of time; confidently around pets (dogs, cats, birds, reptiles, etc.); may require more than 40 hours per week and work weekends and evenings.

Requires mental processes for reasoning, remembering, mathematics and language ability (reading, writing, speaking English) to perform duties proficiently.

Ability to stand, walk, stoop, kneel, crouch, climb and lift, carry, move up to 50 pounds; good hand‑eye coordination, arm‑hand‑finger dexterity, visual acuity for keyboard and equipment operation.

Exposure to a variety of pets that may bite or scratch, anesthesia, radiation, biological hazards and medication/controlled substances.

Experience, Education and/or Training

High School Diploma or equivalent preferred; must be at least 18 years old to perform duties involving radiography (x‑ray) and exposure to radioactive substances. One year of related experience required with customer service preferred. Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medical terminology training is preferred.

EEO STATEMENT

WE ARE A DRUG‑FREE, SMOKE‑FREE, EQUAL OPPORTUNITY EMPLOYER. Banfield Pet Hospital® strongly supports and values the uniqueness of all individuals and promotes a work environment where diversity is embraced. Banfield Pet Hospital is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity and expression, age, genetic information, status as a protected veteran, or status as a qualified individual with disability. Banfield Pet Hospital complies with all applicable federal, state and local laws governing nondiscrimination in employment.

PAY RANGE

$15.00 – $17.70 hourly. The pay range reflects a general hiring range for the area, with the specific rate determined based on the candidate’s experience, skill level and education, and may vary depending on location or applicable minimum wage laws.

BENEFITS

• Comprehensive Medical, Dental and Vision Insurance.
• Generous Retirement Plans (401(k) and Roth) with company match.
• Best‑in‑Class Student Debt Relief Program (for Full‑Time DVMs).
• Paid Time Off and Holidays.
• Top‑Tier Mental Health and Well‑Being Resources, including free coaching and counseling sessions.
• Associate Life Insurance (company‑paid) & supplemental coverage options.
• Company‑Paid Short‑ and Long‑Term Disability.
• Flexible Spending Account (FSA) and Health Savings Account (HSA).
• Paid Parental Leave for birth and adoption.
• Continuing Education Allowance (for eligible positions).
• Back‑Up Child and Elder Care & Family Support Resources.
• Fertility and Family Building Support.
• Digital Exercise Therapy program.
• Voluntary Protection Benefits.
• Legal Plan for a wide range of legal needs.
• Identity Protection.
• Commuter Benefits.
• Three Free Optimum Wellness Plans for Pets.
• Exclusive Discounts on products and services.