Customer Service Representative

Central Toronto Veterinary Referral and Emergency Clinic is a 24/7 emergency and referral practice. We pride ourselves on creating a very collaborative, respectful and fun work environment. We are growing our services and hospital and are looking for additional Customer Service Representatives to join our team.

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative. As the first point of contact for our customers, you will play a crucial role in providing exceptional service and ensuring customer satisfaction. This is a full-time position with opportunities for growth and advancement.
- **Hours of Service**_

The CSR supports the CTVRC referral service and emergency services a total of 80 hours over 2 weeks. The schedule may include some weekends.
- **Education**_

High School Diploma, required.

Minimum 2 years of customer service experience in the veterinary industry.
- **Exceptional Performance/ Extra Effort**_
- **Teamwork**_

Works collaboratively with all members of the CTVRC team, patients and families. Act as a resource person to others. Demonstrate initiative in providing support to other team members. Support and facilitate interdisciplinary, patient-focused care.
- **Client Service **_

Demonstrate honesty, respect, fairness and accountability in dealing with others. Maintains information confidentiality and a high ethical work standard. Demonstrate effective written and verbal communication. Uses effective listening skills and is respectful in communication with patients, staff members and the public. Provide excellent, efficient and friendly patient care. Can build a strong rapport with patient, the patient’s family when handling complaints effectively and in a timely manner.

Demonstrate a desire to help or serve the CTVRC patients and their families. Focus efforts on meeting or exceeding the client's needs. Maintain clear interdisciplinary communication, responds to client’s issues in a timely manner, and takes personal responsibility for resolving problems.
- **Employee Efficiency**:_

Completes work assignments willingly, projects a positive attitude to patients, staff and the public. Analyze situations in a systematic way, organizes and sets priorities effectively and works through the problem to completion and generates realistic solutions. Successfully adapts to the clinic’s changing environment on a personal and professional level. Functions effectively within a variety of situations and as an individual or within the team. Seeks advice from other team members as appropriate.
- **Attendance**:_

Is punctual and maintains a satisfactory attendance record.
- **Employee’s Essential (Technical) Skills & Competencies**:_
- Balancing answering a multi-line phone system, appropriately placing clients on brief holds and responding in a systematic and methodical manner
- Triage client inquiries, asking the right questions and escalating the client inquiry to the appropriate staff member as required
- Entering client communication notes in patient management system as needed
- Writing detailed and accurate notations in client records and to staff
- Accept payments for deposits and services rendered, explaining a breakdown of payment, as requested by client; escalate to veterinarian as appropriate
- Ensures a two-way communication between front of house and back treatment room to understand patient load and staffing demands
- Book client appointments according to veterinarians’ calendars and availability
- Strong communication skills, both verbal and written
- Ability to analyze customer needs and provide appropriate solutions
- Experience with data entry and navigating computer systems
- Excellent phone etiquette and interpersonal skills
- Ability to multitask and prioritize tasks in a fast-paced environment
- Strong problem-solving skills and attention to detail

At our clinic, we value our employees' contributions and offer a supportive work environment. We provide opportunities for professional growth and development within the veterinary field.

Please note that this is a paid position. We believe in fair compensation for all employees.

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

Pay: $20.00-$26.00 per hour

Expected hours: 40 per week

**Benefits**:

- Company events
- Dental care
- Discounted Pet products and food
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- Discounted Veterinary Care
- Vision care

Schedule:

- Day shift
- Evening shift
- Monday to Friday
- Weekends as needed

Supplemental pay types:

- Bonus pay
- Overtime pay

Work Location: In person

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

Pay: $20.00-$26.00 per hour

Expected hours: 40 per week

**Benefits**:

- Company events
- Dental care
- Discounted or free food
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- Profit sharing
- Store discount
- Vision care

Flexible Language Requiremen