Csr (Customer Service Representative)

3 weeks ago

Woodstock, Canada Yates Veterinary Hospital Full time

**Yates Veterinary Hospital **in Woodstock is seeking a CSR to join our innovative and dynamic team in a full-time capacity.

If you love cats and dogs, and enjoy helping people - search no further

The CSR is responsible for ensuring the quality of care and service provided to the **pets **and the **people **we care for is impeccable. Through helping to foster a patient focussed service model, participating in a supportive work environment, and by communicating openly with the medical team, the CSR supports the growth and vision of the **practice**.

We are looking for someone who loves pets and enjoys being part of a team. The perfect fit would be a friendly and compassionate individual with a high degree of emotional intelligence. We work collaboratively, so it’s important that we identify someone with a cheerful and amiable disposition that shares our enthusiasm for convivial teamwork. If you're searching for an inclusive environment and want to make an impact in a pet-loving community, search no further.

You will be scheduled Monday - Friday from 8:00 am - 7:00 pm. Saturday rotations may be available in the future.

**Job Duties**:
**Client Experience**
- Provides exceptional client service and builds relationships with clients through service, respect, and professionalism.
- Contributes to smooth communication throughout a client’s visit and seeks answers to any client questions or concerns.
- Supports healthcare recommendations and helps educate clients on care or products that would enrich the life of their pet.
- Routinely contributes to the cleanliness and organization of the practice, to ensure all guests leave with a lasting positive impression of the hospital.

**Patient Experience**
- Focusses on the well-being and comfort of the patient while following best medicine and patient experience principles.
- Greets, handles, and treats pets with kindness, compassion, patience and skill using Fear Free techniques. Nurtures an environment that makes them feel safe and secure.
- Advocates for the patient. Helps provide an organized and calm procedural and patient flow throughout medical and treatment areas.
- Assists in keeping medical and diagnostic equipment maintained and in proper and safe working condition. Identifies and reports equipment and facility needs to PM.

**Culture Champion & Communication**
- Contributes to a positive, healthy culture.
- Uses a collaborative approach, assumes positive intent, and fosters open, proactive, and cooperative relationships.
- Follows progressive patient care standards while supporting a positive work environment.

**Technical Applications & Role Awareness**
- Efficiently, accurately, and safely performs animal handling and husbandry duties. Ensures hospitalized, boarding, and grooming patients are comfortable, clean, exercised, and fed according to instructions.
- Frequently monitors all in-hospital patients and correctly records information relating to feeding schedules, appearance, or behavior. Immediately reports any changes to the correct person.
- Reconciles and unpacks orders. Puts items away in correct locations.
- Is careful with in-clinic food and supplies to avoid wastage. Notifies medical team when patient feeding or treatment plan isn’t being successful (eg. if patient won’t eat don’t keep opening cans of food).

**Receptionist Duties**
- Welcomes and supports clients and pets, adapting responses to reflect the situation.
- Efficiently and accurately performs clerical and reception duties, client and in-patient intake and discharge duties, schedules appointments, answers questions, and maintains front office and exam room flow.
- Correctly enters client and patient information into PIMS and confirms it’s up-to-date at every visit.
- Is able to diffuse client conflict in a professional, hospitable and tactful manner. Escalates/refers when appropriate to Team Leader or Practice Manager.

**Qualifications**:

- Experience in the Veterinary industry preferred
- Strong communication and interpersonal skills required
- Multi-tasking and organizational skills
- Ability to plan and prioritize
- Highly developed communication skills
- Problem solving skills with the ability to adapt, be creative, and offer quick and effective solutions
- Proven ability to build and nurture relationships at all levels
- An approach that is progressive, strategic, humble, and achievement oriented
- A love for animals

**Benefits**

We value our team members, and prove it by supporting your personal, financial, and professional growth through:

- A Competitive Wage rate
- A comprehensive Health Benefits package (100% of Medical, Dental, & Vision premiums paid), effective following successful completion of 3-month probationary period
- Professional Services coverage (chiropractor, massage therapist, physiotherapist, and more)
- Employee Assistance Program
- Paid Vacation time
- Paid Sick & Personal Days
- Generous Veterinary Discounts (75% off services for you

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