Ops. Customer Services Representative

**Job Overview**

The Customer Services Representative, reporting into the Care Center Manager plays a critical role in supporting our veterinary clinic partners by managing their accounts and ensuring seamless service delivery. As a Client Service Representative (CSR), you will be the face of our company to veterinary clinics, ensuring we deliver best-in-class pet aftercare services with empathy and professionalism. You’ll build strong relationships, educate clinic staff on our services, and ensure pet parents receive exceptional care — always putting the pet, the client, and the pet parent first.

**Duties & Responsibilities**

**Relationship management**:

- Serve as the primary point of contact for veterinary clinics on your route.
- Build and maintain strong relationships with clinic staff to ensure satisfaction and efficiency.
- Develop and maintain strong relationships with veterinary clinic staff.
- Maintain and support growing account base.
- Educate clients on services, answer questions, and address concerns promptly.
- Address any inquiries or concerns raised by clinic employees regarding service quality and operational efficiency.
- Ensure clinics receive prompt and professional support for all their pet aftercare needs. 100% Service Perfection and Wow ’ng customers at every interaction.
- Collect feedback to improve service quality and enhance the overall customer experience.

**Service delivery**:

- Address any service issues proactively and escalate concerns to the appropriate department when necessary.
- Educate clinics on company services, policies, and procedures to enhance their experience and optimize operations.
- Ensure that the collection of all pets from veterinary clinics is conducted with the utmost care and the highest level of professionalism. Living our Brand Promise and One Pet at a Time.
- Anticipate clinic needs before requested, ensuring the highest level of quality service.
- Maintain all proper documentation and tracking for all pets entrusted to you.
- Enhance the overall clinic experience by ensuring that clinic staff are appropriately informed on company services, policies, and procedures.
- Assist with administrative tasks related to client accounts, including billing inquiries and service modifications.
- Follow company safety guidelines, adhere to store policies, and maintain vehicle and equipment standards.
- Always maintain best in class service standards by ensuring that you always comply with proper uniform and vehicle cleanliness standards.
- A positive and welcoming attitude is a must.

**Product and Service Promotion**:

- Educate veterinary clinic staff on new product launches and available commemorative merchandise for pet parents.
- Distribute authorized marketing materials to clinics and ensure product information is up to date.
- Identify potential sales leads and redirect them to the Business Development Manager for follow-up.
- Monitor inventory levels of promotional materials and request replenishments as needed.

**Key Performance Indictors**
- Growing revenue from existing clinics (Same Store Sales Growth).
- Expanding services and products within your assigned route (Organic Growth).
- Retaining clinic partnerships and keeping them highly satisfied (Client Attrition Rate & NPS).
- Minimizing customer complaints and ensuring on-time, exceptional service.

**Education, Training & Qualifications**
- High school diploma or GED required as minimum
- Prior experience in customer service, account management, or sales/route sales is highly desirable.
- Proficiency in CRM systems and sales tracking tools.
- Ability to work early morning hours, weekends, and holidays as needed.
- Basic math and computer skills for order placement and inventory tracking.
- Valid driver’s license with a clean driving record.

**Skills and Abilities**
- Empathy and Compassion: Deep understanding of pet parents’ grief and the vital role of aftercare services. Training provided.
- Service Excellence: Dedication to delivering exceptional, white-glove customer service.
- Urgency and Precision: Ability to respond swiftly while maintaining accuracy and care.
- Sales Expertise: Skilled in professionally educating and informing clinic staff about products. Strong Relationship building skills.
- Energy and Professionalism: A proactive approach with strong interpersonal skills.
- Innovative Problem-Solving: Continuously seeking ways to enhance customer experience and service delivery.
- Strong Communication and Customer Focus: Excellent interpersonal skills with a customer-first mindset.
- Multitasking and Account Management: Ability to efficiently oversee multiple clinic accounts.
- Pet Handling Experience: Comfortable and experienced in professionally handling animals. Training provided.
- Independent Decision-Making: Capable of working autonomously in a fast-paced environment.
- Physical Capability: Able to safely lift and transport animals of various sizes.

**Working Conditions**
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