Customer Service Representative

Options Veterinary Care

Job Description

Customer Service Representative Options Veterinary Care

If you can confidently call yourself mature, organized, and kind to both people and pets, Options Veterinary Care has a rewarding opportunity for you! As the Customer Service Representative, you’ll have the chance to make a substantial impact on the lives of animals and people in our community. Our nonprofit clinic provides high-quality services to help pets who would otherwise suffer without veterinary care. Can you work independently yet as part of a team to complete administrative tasks efficiently and with the highest attention to detail and a strong follow-through? If so we need you! Schedules are flexible, wages are competitive, and there are no nights, weekends, or on-call shifts. Full and part-time positions available.

Overview:
The Customer Service Representative represents Options Veterinary Care to the public in a friendly, professional manner, maintains a smooth and orderly flow of patients through the clinic, assists clients, and maintains accurate records in order to provide exceptional customer service. This is a part-time position.
Options Veterinary Care is a program of Humane Network, a Reno-based nonprofit organization.

Specific Responsibilities:
• Set a friendly, positive, professional tone for all interactions with clients and potential clients, via phone, email, and in person.
• Ensure client check-in and discharge processes are smooth and efficient.
• Manage clinic schedule by accurately scheduling, confirming, and canceling appointments.
• Answer phone calls and e-mails in a timely manner.
• Utilize clinic software to accurately enter client information and payments and create end-of-day reports.
• Prepare, update, and maintain patient and client records.
• Provide helpful information to clients on basic hospital information and procedures in a courteous manner.
• Assist with cleaning at the front desk, lobby, waiting room, and other areas of the clinic as needed. Maintain front desk equipment and supplies.
• Assist clients with determining appropriate payment options.
• Assist with gathering success stories and encouraging donations to support the work of Options Veterinary Care, a nonprofit clinic.
• Contribute to and lead initiatives to improve processes and procedures.
• Help out with other tasks and in other areas of the clinic as needed.

Specific Qualifications:
Required
• High school diploma or equivalent
• Two years of experience in customer service or working with the public
• Strong desire to serve under-resourced communities with respect and compassion
• Strong interpersonal, verbal, and written communication skills
• Experience with Microsoft Office
Desired
• Experience in the veterinary or related field
• Specific experience in vet clinic or medical office is preferred
• Basic animal handling skills

General Qualifications and Expectations for All Staff:
• Commitment to the mission and goals of Options Veterinary Care.
• Affection for animals and concern for their wellbeing.
• Flexible with the ability to manage changing priorities and varied tasks and schedules.
• Strong interpersonal skills—The ideal person would be outgoing, personable, professional, and able to get along well and communicate successfully with a variety of people.
• Strong written and verbal skills.
• Results-oriented—Able to set goals, plan, and carry out projects without direct supervision in an organized, efficient, and effective manner.
• Collaboration—Working effectively as part of the team to accomplish the organization’s goals.
• Strong organizational skills.
• Learning-agility—Willingness and ability to learn new things quickly. Interest and commitment to keeping up with emerging best practices.
• Innovative/solution-oriented—Strong problem-solving skills, able to find ways to make things work.
• Drive―Taking initiative and working with minimal supervision and direction. Performing all duties in a manner which encourages attainment of the campaign’s goals.
• Attention to detail―Exceptional ability to follow through and meet deadlines.
• Technology savvy—Comfortable and proficient with computer technology (proficiency with Microsoft Office and possibly other programs/applications that apply to specific roles). Able to learn new programs quickly.
• Sound judgment―Maturity, good judgment, and strong decision-making and implementation skills.
• Professional personal appearance and demeanor.

Responsibilities of All Staff:
• Promoting a humane and caring attitude toward all animals and treating all animals with respect and compassion at all times.
• Working courteously and cooperatively with colleagues, other organizations, and volunteers.
• Treating clients, co-workers, and others with respect and courtesy.
• Ensuring superior customer service by promptly addressing concerns, demonstrating respect and empathy, and resolving problems on the spot during walk-in or telephone call situations.
• Willingness to assist with tasks outside of primary realm of responsibility in a manner which demonstrates interest, care, and concern for the staff and public and animals we serve.
• Being alert to and providing information on success stories to appropriate team members.
• Participating in periodic team meetings to discuss goals and plans.
• Helping to ensure that all established procedures and policies are followed within the intended spirit of each.

Work Conditions and Physical Requirements: Performs work both in an office setting as well as interacting with the public and clinical settings. Potentially prolonged periods of sitting and repetitive motion. May work in an area with high noise level. Potentially subject to animal bites and scratches. Exposure to cleaning chemicals, fumes, dust, animal dander, and feces. Frequent standing, stooping and bending and lifting up to 40 lbs. with reasonable accommodation.

Terms of Employment:
• The Customer Service Representative reports to the Clinic Manager.
• Non-exempt position
• Part-time or full-time position
• Daily reporting hours and days of the week may vary according to the needs of the department schedule.
• Benefits include three weeks paid time off (PTO) for vacation, personal, and sick time, eight paid holidays, and employer contribution toward individual medical, vision and dental insurance. Part-time employees received prorated PTO and are not eligible for health insurance.
• There is no minimum period of employment that is implied or guaranteed.
• Wage range: $15 to $19 per hour

Non-Discrimination Policy: Options Veterinary Care does not and shall not discriminate on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations. These activities include, but are not limited to, hiring and firing of staff, selection of volunteers and vendors, and provision of services. We are committed to providing an inclusive and welcoming environment for all members of our staff, volunteers, subcontractors, vendors, and clients.

How to Apply:
Send a one-page cover letter and a resume to info@humanenetwork.org.

About Options Veterinary Care
Options Veterinary Care is a nonprofit clinic that provides quality, affordable, and accessible spay/neuter services and veterinary care for pets and community cats to keep pets and families together and support a humane community. Options is a program of Humane Network, a Reno based nonprofit organization.

This is a part time job