Csr (Customer Service Representative)

3 months ago

Barrie, Canada Mapleview Animal Clinic Full time

Mapleview Animal Clinic in Barrie, Ontario is seeking a seeking a friendly and service-oriented Customer Service Representative 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 Customer Service Representative 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 Customer Service Representative supports the growth and vision of the **practice**.

We work collaboratively, so it’s important that we identify someone with a cheerful and amiable disposition that shares our enthusiasm for convivial teamwork. We believe in work-life balance, laughter and fun while doing the dedicated work that we do. If you are looking for a progressive environment where each individual is heard, and recognized for their unique contributions, we'd love to talk.

**Job Duties**:
**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.
- Acts as the liaison between clients and medical team and relays all necessary information timely and correctly. Identifies and addresses any issues.
- Sends client communications such as welcome letters, sympathy cards, and newsletters in accordance with clinic protocols & approved timelines.
- Correctly enters client and patient information into Avimark and confirms it’s up-to-date at every visit.
- Tracks new clients/patients, frequency of visits, and meets predetermined goals for appointment and surgery fill rates.
- Assists in monitoring inventory of office supplies, prescription food and retail times that adheres to PMs guidelines. Makes efficient use of drugs and supplies.
- Identifies questionable or missed fees, and ensures that owners meet all financial obligations. Accurately performs daily invoicing, cash management and reconciliation.
- Is able to diffuse client conflict in a professional, hospitable and tactful manner. Escalates/refers when appropriate to Practice Manager.

**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.

**Culture Champion & Communication**
- Contributes to a positive, healthy culture.
- Uses a collaborative approach, assumes positive intent, and fosters open, proactive, and cooperative relationships.
- Contributes, supports, and implements new ideas and positive changes for themselves, the team, and the hospital.
- Follows progressive patient care standards while supporting a positive work environment.
- Supports and participates in all voluntary and mandatory accreditations/regulations and training. This includes AAHA, Fear Free, Hands Free Radiation, Great Places to Work, Employment Standards, AAHA, WHMIS, OHS, etc.

**Qualifications**:

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

**Total Compensation**

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 Servi

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