Veterinary Emergency and Specialty Hospital of Wichita is looking for a part-time customer service representative to join our team. This person will drive customer satisfaction by fielding inquiries, addressing pain points and maintaining extensive product knowledge.

Candidate must be available for evening weekdays and be flexible to cover days and evenings on the weekends as needed. 

The ideal candidate has a customer-first mindset and aims to deliver high-quality service in every customer interaction.

Job Purpose:  The purpose of the client services representative role is to consistently provide outstanding client services within our veterinary hospital environment.  In addition, the CSR functions as an integral team member within the hospital team to support the doctors and support staff.

Duties & Responsibilities (included but not limited to):

Client Services:

Responds in a professional manner to client’s requests for assistance in wide variety of areas.  Examples include but are not limited to the following:Emergency arrivals Appointment Scheduling Message taking directed to doctors, technicians/vet assts and managementFacilitates communications to and from clients as necessary and directedGreets clients/patients upon arrival for a variety of servicesCheck in patients for scheduled servicesConfirm reason for visit, updates client/patient information/rDVM informationConcludes client/patient visit with check out, schedules follow up appointments or procedures if necessary, accepts and processes paymentAlways places the client at the center of attention to ensure a positive client experienceProvides general and specific information as necessary and appropriate to clientsRemains poised and professional with challenging clients or circumstancesDemonstrates compassion and empathy during sensitive client interactions
Medical Records:Is fluent in medical record systems including paper records and electronic recordsManages medical documents/electronic medical records and incoming/outgoing informationPrepares client/patient record including attaching all rDVM records for scheduled appointments and proceduresAs requested, faxes, copies and/or emails medical records to clients, rDVMs, or other veterinary hospitals in a timely manner

Communications:Conveys verbal, written and electronic communications in a positive, productive and professional manner at all times regardless of audienceCommunications are thorough, efficient and accurate at all timesCommunications are appropriately and consistently documented according to hospital proceduresCommunications are delivered efficiently to the accurate recipient
Medical Information & Knowledge:Achieves and sustains an appropriate level of knowledge to be informed, confident and helpful to clientsActively grows knowledge related to hospital services, medications and policiesDelivers information and knowledge to clients as necessary and in keeping with hospital policies, procedures and standards of care
Office Practices:Functions at a highly skilled level related to standard offices practices including but not limited to the following:Prompt and reliable attendanceFriendly, compassionate, empathic and professional mannerismProfessional attire and presence following hospital policiesCompetent in computer data entry, multi-line telephone functions, faxing, copier functionsCompetent in utilizing ezyVet and Smartflow hospital operating systems
Teamwork:  defined as “Cooperative effort by the members of a group to achieve a common goal and/or outcome.”Participates in a positive manner in all group sizes.Refrains from participating in gossip.Supports team members by assisting other areas, is receptive to feedback and suggestions.Engages in active problem-solving vs. problem-identifying.Makes suggestions related to client/patient service improvements and hospital efficiency.
Equipment:Standard veterinary hospital office equipment – multi-line phone system, fax machine, copier, credit card machines and computersEzyVet and Smartflow computer software and system
Knowledge/Skills:Outstanding client service skillsSolid working knowledge of veterinary hospital practice, including terminologyAbility to think logically, problem-solve effectively and anticipate needs of clients, doctors and co-workersAble to follow multiple, concurrent instructionsStrong computer skillsStrong ability to multi-task, exhibit attention to detail and focus on tasksSolid working knowledge of dog and cat breeds, normal behavior and basic husbandry
Physical:Able to stand, sit or bend for extended periods of timeAble to type, write and verbally converse for extended periods of timeAble to work the posted scheduleAble to be flexible and work beyond posted schedule if necessary; able to pick up additional shifts when requested or necessaryAble to lift and/or carry up to 30 lbs