Client Service Representative (Evening)

Department: Receptionists

Employment Type: Full Time

Location: Knoxville, Tennessee

Compensation: $17.00 - $20.00 / hour

Description

What We Offer

• Evening shifts, including weekends and potential holidays. Flexibility is required to accommodate varying shift schedules based on the center's needs.

• Competitive hourly wage based on experience.
• Opportunities for professional development and continuing education in veterinary client services and medical administration.
• Employee discounts on veterinary services and products for personal pets.
• Comprehensive benefits package, including:
  • Health, dental, and vision insurance.
  • 401(k) retirement plan with employer match.
  • Accident and life insurance options.
• Supportive work environment that promotes work-life balance and employee well-being.
• Opportunity to work in a dynamic, fast-paced setting with an experienced and compassionate team of veterinary professionals.

Key Responsibilities

• Serve as the first point of contact for clients arriving during evening hours, welcoming them warmly and addressing their concerns and inquiries with compassion and professionalism.
• Manage client check-ins and check-outs efficiently, ensuring a seamless experience for both clients and patients.
• Provide clients with timely updates regarding their pets' status, treatment plans, and anticipated outcomes.
• Address any client questions, ensuring that they feel informed and supported during their pet's emergency or specialty care visit.

• Process all point-of-sale transactions, including billing, payment collection, and handling of financial records.
• Verify client and pet insurance information, assist with insurance claims, and set up payment plans when necessary.
• Ensure that all financial transactions are accurately recorded and maintain proper documentation in accordance with center policies and procedures.

• Provide clients with clear and compassionate explanations of emergency procedures, treatment plans, and post-care instructions to ensure understanding.
• Educate clients on the proper use of medications, follow-up appointments, and preventive care to promote optimal health and well-being for their pets.
• Address and resolve client concerns or complaints promptly, working to de-escalate tense situations and escalate issues to management when appropriate.

• Maintain a clean and organized reception area, ensuring it is welcoming and efficient for all clients and visitors.
• Handle client information with confidentiality, adhering to privacy standards and ensuring accurate documentation of all interactions.
• Assist with the preparation and maintenance of medical records, ensuring that all client interactions are properly recorded and updated.
• Coordinate with veterinary staff to facilitate timely and efficient patient care, including communicating between clients and medical teams.

• Facilitate communication between clients and veterinary staff during emergencies, ensuring accurate and timely relay of information regarding patient status and treatment.
• Assist in coordinating specialty consultations and referrals, providing clients with relevant information and answering questions about the next steps in their pets' care.

What We Are Looking For

• At least one year of prior experience in a veterinary client service position, preferably in an emergency or specialty care setting.
• Proven track record of exceptional client service and effective communication, particularly in high-pressure situations.

• Interpersonal Skills: Excellent communication and listening skills, with the ability to manage client interactions calmly and professionally, even in stressful or emotional situations.
• Technical Skills: Proficiency with point-of-sale systems and financial transactions.
• Organizational Skills: Strong attention to detail, with the ability to handle multiple tasks in a fast-paced environment.
• Time Management: Ability to prioritize tasks and manage time effectively during busy evening shifts.

• High school diploma or equivalent required. Additional certifications in customer service, veterinary care, or medical administration are a plus.

• Compassionate and client-focused, with a genuine passion for supporting pets and their families.
• Ability to work both independently and as part of a collaborative team, particularly during evening shifts.
• Flexibility to adapt to changing priorities and manage various tasks as needed.