Veterinary Customer Service Representative

2 weeks ago

Bedford, Canada Vetcetera Animal Hospital Full time

We are under new ownership and expanding our team

As a Customer Service Representative at Vetcetera Animal Hospital, you are part of a team and leading a team that celebrates the Human-Animal Bond through exceptional and compassionate care of the physical and emotional wellbeing of our patients and clients

As a CSR you will strive to be a welcoming first point of contact at the hospital and provide the best client experience possible with attention to confidentiality, respect and compassion in order to achieve the following measures of success for Vetcetera Animal Hospital:

- Memorable client experience that creates longstanding trust and loyalty
- Patient-centered care that reflects individual needs and best medicine practices
- Effective, efficient, skilled and valued hospital team
- Positive workplace culture that is productive and fulfilling
- Ongoing success and sustainability of the practice

Outcomes
- Strong “client confidence” in the services of the practice
- Clinic communication based on transparency and integrity with clients and colleagues
- Empathic, calm and helpful support for pet owners
- All interactions with clients, in person or on the telephone, are conducted in an energetic, courteous, timely and professional manner
- A clean and orderly work environment is maintained for great first impressions
- Client inquiries about hospital policies, basic animal care questions and pricing are addressed accurately and professionally
- Key pet health messages of the Practice are actively supported and promoted
- Thorough knowledge of the retail product lines
- Attentive management of appointment schedules, patient file updates, preparation of patient related documents, data entry into computerized system, and the processing of payments
- Experience to assess patients requiring urgent care based on symptoms described by pet owners
- Efficient and effective connection between client and pertinent hospital team members
- A positive, supportive, safe work environment

Cultural Attributes

Vetcetera Animal Hospital Values
- Bring the Joy
- Syngergistic Teamwork
- Do the Right Thing Always
- Above and Beyond
- Lead with Compassion
- Find the YES

Specific Competencies:

- Self-awareness of personal strengths and weaknesses
- Emotional intelligence to recognize the emotions of self and others
- Ability to develop strong and supportive working relationships with a wide variety of people based on trust and respect
- Caring attitude to demonstrate sincere kindness and a concern for others
- Calm under pressure to maintains stable performance when under pressure or stress
- Strong communicator who speaks clearly without being verbose or overly talkative
- Strong phone etiquette
- Ability to graciously deal with client complaints, billing questions and to successfully

communicate with diverse personality types
- Basic computer literacy, including typing and experience with general office

equipment and software such as Microsoft Windows, Word, and Excel
- Has an Interest in animal welfare and able to handle animals that are ill, stressed or in pain
- Knowledge of veterinary procedures and terminology
- Resilient and flexible to manage adversity and ability to multi-task and prioritize in a rapidly changing environment
- Dependable, accountable and self-motivated
- Value continual personal development in self and others
- Reaches out to peers and cooperates with supervisors to establish collaborative working relationships
- Adherence to established Practice policies and procedures
- Ability to identify when clients are dissatisfied and ensure resolutions have been reached
- Assist Veterinarians and other team members with patient care as required
- Willingness to commit to personal and professional development
- Know when to ask for help

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Disability insurance
- Discounted or free food
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Store discount
- Vision care

Flexible language requirement:

- French not required

Schedule:

- 8 hour shift
- Evening shift
- Monday to Friday
- Morning shift
- No weekends

Work Location: In person

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