Customer Service Representative II

National Veterinary Associates; Sumner (WA); On-site; USD 23,419 - 28,929; Full time

Benefits offered by this job

Health Savings Account

Paid time off

Employee discounts

Job summary

A leading veterinary care organization in Sumner, WA, seeks a Customer Service Representative to enhance client services and support hospital operations. The role involves managing calls, overseeing Receptionists, and ensuring excellent client care within a team dynamic. Candidates need 3+ years of customer service experience and must thrive in a fast-paced environment. This full-time position offers a competitive salary of $17.00 - $21.00 based on experience and comprehensive benefits.

Qualifications

• Minimum 3 years of Customer Service experience.
• Must have excellent communication skills.
• Ability to work in a fast-paced environment.
• Must handle physical and emotional aspects in a veterinary environment.

Responsibilities

• Answer incoming calls and manage GP schedule.
• Ensure quality care for all clients/patients.
• Resolve client issues and escalate as needed.
• Verify accuracy of cash transactions.

Skills

Customer Service experience

Time management

Communication skills

Problem solving

Active listening

Ability to handle upset clients

Tools

Microsoft Office Suite

Job description

In addition to the responsibilities outlined below, the Customer Service Representative (CSR) is an invaluable member of the hospital team who works directly with the CSR Manager, supporting client services staff, members of the hospital, grooming, and lodging teams. This individual has oversight of the Receptionist staff to ensure productive and quality veterinary care are given at all times. This position entails a full time work schedule (minimum 32 hours), with the flexibility to attend monthly Leadership meetings and potentially off site training sessions.

Job Responsibilities

• Performs all duties of a CSR, including answering incoming calls, managing GP schedule, and handling incoming Emergency patients.
• Works with CSR Staff to ensure that all clients/patients are receiving quality care while maintaining a smooth flow of hospital operations.
  • Every client/patient is being added to EzyVet correctly, and verification of email and phone numbers are being conducted.
  • Every client / patient is being added to the correct whiteboard in Smartflow in a timely manner.
• Demonstrates and reinforces the highest level of client service.
• Resolves client issues and escalations, and works with CSR Manager to ensure appropriate follow up is had.
• Responsible for verifying the accuracy of logged cash transactions and ensuring staff is properly trained on cash management protocols.
• Monitors computer systems and works with HelpDesk to resolve technical systems/equipment issues.
• Conducts self with the highest level of professionalism and discretion in regards to private information or coaching conversations.
• Must be able to work from a seated position for extended periods of time. The constant use of desktop computer and phone or headset is required.
• Occasionally must be able to assist clients into the building by either carrying pets or leading pets on a leash.
• Position may require walking, standing or climbing stairs throughout the shift.

Skills and Basic Qualifications

• Must have 3 years Customer Service experience.
• Manage time and tasks appropriately and remain flexible with assigned duties.
• Along with a positive attitude and a high degree of energy, you will have excellent communication skills, and work effectively in a fast-paced environment.
• Takes personal accountability for mistakes, errors in judgement, and professionalism. Is able to take feedback on performance and move forward by correcting the behaviors or mistakes in the future.
• Demonstrable skills with complex problem solving, active listening, critical thinking, time management and decision making skills that are aligned with hospital policy, client and patient interest, and staff experience.
• Ability to effectively handle and control upset clients.
• Basic computer skills i.e. Microsoft Office suite (Previous practice management software knowledge preferred).
• Must be able to handle the physical and emotional aspect of work in a veterinary hospital environment.
• Commitment to ongoing educational development and growth.
• Model a professional and courteous manner with staff and clients. Treats all staff and clients with respect, even in moments of high emotion or stress.

Compensation

• Base hourly rate of $17.00 - $21.00 DOE.
• Eligible for periodic bonus (where applicable).

Benefits

• Health Savings Account.
• Paid time off.
• Employee discounts.

National Veterinary Associates is a leading global pet care organization united in the love of animals and the people who love them.

At NVA, we’re on a mission to improve the lives of pets and the people who love them. That starts by empowering our care teams. We nurture their growth with resources to practice medicine their way. Our network of 1,000 hospitals connects them to a community of professionals who share their passion so they can learn and grow together. Our national presence enables us to deliver technology and innovations that simplify work and expand care for all. At NVA, we're committed to your professional growth. We support your entire career journey, offering opportunities ranging from mentorship to ownership.

NVA offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees. The team can provide more information about compensation and benefits for your specific location during the process. For positions based in Colorado, NVA provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.

NVA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.