CLIENT SERVICE SPECIALIST - RESOURCE CENTER (DALLAS, TX)
City Veterinary Center is seeking an experienced, personable and dependable CLIENT SERVICE SPECIALIST to join our dynamic team. This is an excellent full-time or part-time opportunity for an individual who is eager to utilize their customer service skills in a positive working environment. Our services range from wellness to critical care, and we are looking for a team member who enjoys the constant change and challenge that the "complete pet care experience" brings. The desired candidate is required to be proficient in tasks such as greeting clients, interpreting/updating medical records, and answering a multiline telephone system to provide an efficient way of dealing with incoming and outgoing calls in a manner that is consistent with our standards of excellent customer service. The position offers an average of 30-40 hours per week, with flexible shifts including evenings and weekends. Veterinary services are offered at a discounted rate as a benefit. Compensation will be determined by experience.
- General Expectations – CityVet Companies enjoys an outstanding reputation which is rooted in our philosophy, values, and principles. Every employee is expected to work consistent with the following:
o Every action is to be consistent with the strategic plan of the organization.
o Personal agendas must be subordinated to the organization’s interest.
o The “Golden Rule” is to be practiced in all relationships.
o Fairness and justice in all dealings is a paramount value required of everyone.
o The organization operates as a team, each person proactively doing his/her job with excellence. Communication, cooperation, and encouragement should be the culture of the organization.
o As the organization grows, adjustments to the changing environment in a positive manner are expected.
o Adherence to the operating practices and principles of the organization are essential and include integrity, honesty, humility, trustworthiness, and love towards others.
o Professional deportment and person hygiene is expected at all times both at work and away from work.
o A strong work ethic consistent with a balanced personal and family life should be practiced.
o A positive, service minded, can-do attitude.
o A heart of gratitude for the blessings that we enjoy in this country should be demonstrated by each employee through appropriate client, patient, and community service.
- Necessary Skills and Abilities Include:
o Ability to lift up to 30 pounds
o Ability to physically and comfortably interact with animals
o Excellent communication and management skills
o Ability to offer outstanding and consistent customer service
o Updating and maintaining pet medical records
o Obtaining pet medical records via fax or telephone
o Answering telephones using proper phone etiquette
o Transfer phone calls and take messages correctly
o Scheduling all appointments, surgeries, and drop off procedures
o Greeting clients in person
o Client education (wellness, vaccinations, illness)
o Dealing with and resolving client problems and complaints
o Preparing and presenting treatment estimates for clients
o Checking in and out appointments
o Admitting pets for surgery or hospitalization
o Invoicing clients and collecting fees accurately
o Explaining/discussing/informing clients of our recommendations, procedures, and policies
o Reconciling cash drawer throughout the day
o Filling prescriptions
o Checking in boarding pets
o Receiving deliveries (including signing for and taking responsibility for them)
o Preparing materials for mailings such as monthly reminders or special letters
o Distributing the mail to proper channels
o Keeping reception area and lobby neat and clean at all times
o Filing faxes, reports, labwork in appropriate places
o Monitoring visitors through the front door for security reasons
o Monitoring of office supplies, paper, etc..
o Assisting other team members as needed
o Preparing written reports/instructions for clients
o Facility maintenance and cleaning as needed
o Expand proficiency and knowledge through continuous learning
o Seeing the challenges and overcoming them, seeing clients problems and solving them
o Develop and grow positive relationship between yourself and our clients
o Personal client correspondence(know client name, pet name, pet habits, sensitivities)
o Ensuring 100% client satisfaction trough superior, personal, “Special Client Service”