Client Services Representative

About Heather Ridge Pet Hospital
Heather Ridge Pet Hospital is a full-service companion animal hospital that prioritizes compassionate care for pets and exceptional service for clients. Our goal is to foster lifelong relationships with our clients through dependable, honest, and empathetic care. We believe in continuous education and value the happiness of both our patients and our team members.

Job Summary
The Client Services Representative (CSR) is a vital part of the hospital team, working collaboratively with the Hospital Manager and medical staff to create a welcoming, efficient, and empathetic environment for both clients and their pets. The CSR provides dependable customer service and ensures a smooth experience throughout the hospital, building strong relationships with clients through honesty, empathy, and education.

Core Values in Action

·Dependability: Be a reliable point of contact for clients and a trusted team member. By consistently delivering on commitments, you help foster a sense of stability within the team, contributing to smooth operations and reducing stress for colleagues. Team members can depend on you to handle tasks efficiently, ensuring that patient care and client service run seamlessly.

·Relationships: Build and maintain meaningful connections not only with clients but also with your teammates. Positive relationships enhance collaboration, creating a supportive environment where everyone feels valued. Strong bonds with clients and colleagues contribute to long-term loyalty and a unified team that works toward shared goals.

·Happiness: Strive to create an uplifting experience for clients, their pets, and your fellow team members. Your positive attitude and focus on well-being contribute to a workplace where both clients and colleagues feel appreciated, supported, and motivated. A happy work environment boosts team morale, helping everyone to thrive.

·Honesty: Uphold integrity and transparency in every interaction with clients and colleagues. Honest communication builds trust within the team, encouraging open dialogue and effective problem solving. When colleagues can rely on each other's candor, it fosters a culture of accountability and mutual respect.

·Empathy: Approach every situation with understanding and compassion, considering the emotions and needs of both clients and your fellow team members. Demonstrating empathy strengthens the team dynamic, as colleagues feel supported during challenging moments. By fostering an empathetic culture, the team can better navigate difficult situations together, improving overall well-being and effectiveness.

·Education: Continuously educate clients about their pets' health and ensure your team members stay informed as well. Share knowledge generously with colleagues to promote professional growth and learning within the team. A focus on education empowers the team to stay at the forefront of best practices, enhancing both client service and team expertise.

Key Responsibilities

• Client Greeting and Support: Warmly welcome clients and their pets, assess their needs, and complete the check-in/check-out process. Build genuine relationships with clients, ensuring every interaction is rooted in honesty and empathy.
• Scheduling and Coordination: Manage appointments and schedules, ensuring clients and their pets receive timely and appropriate care, reinforcing dependability and reliability.
• Client Education: Provide owners with clear, compassionate guidance on their pet’s health, medications, and follow-up care. Ensure they understand the importance of preventive care and routine visits, promoting continuous education.
• Product Sales and Knowledge: Assist clients with over-the-counter product sales, ensuring you have a deep understanding of the products. Offer honest recommendations tailored to the pet's needs, supporting the client’s happiness and well-being of their pet.
• Financial Transactions: Accurately process payments and provide clear explanations of charges, ensuring transparency and honesty in all financial interactions.
• Emergency Protocols: Stay calm and dependable in emergencies, guiding clients on the best course of action and keeping the hospital staff informed.
• Hospital Appearance and Cleanliness: Maintain a clean, organized, and welcoming environment in the reception area, contributing to the happiness and comfort of both clients and team members.

Skills and Basic Qualifications

• High school diploma or GED required; bachelor’s degree preferred.
• Prior client service experience is valued, but not required. Experience in a veterinary or medical setting is a plus.
• Strong organizational skills, with the ability to handle multiple tasks while maintaining attention to detail.
• Excellent communication skills, both written and verbal, rooted in empathy and honesty.
• Basic computer skills, including proficiency in Microsoft Office, email, and practice management software, experience with AVImark is a plus.
• Ability to work well within a team, fostering positive relationships with both clients and colleagues.
• A genuine passion for animals and a commitment to providing the highest level of care, ensuring both the happiness and well-being of our patients.