Client Services Representative

City: Houston

State: Texas

Hospital Name: Houston Cat Hospital

Job Type: Support Staff

Houston Cat Hospital cultivates a collaborative, authentic, and compassionate culture and is seeking a Client Service Representative to join our fast-paced clinic and team. Every member of our team contributes toward an important mission and vision, making a difference in the lives of pets and their people. At Houston Cat Hospital, YOU MATTER!

We have been serving the Houston area since 2003 and focus on employing the finest veterinary professionals to care for our patients. We are AAHA accredited, and are committed to the highest standards in veterinary medicine and provide educational opportunities for all of our staff.

Schedule: Full-time, must be available to work Saturdays and holidays if the clinic is open.

Houston Cat Hospital is committed to educating our clients on the best preventative and medical care options to keep their pets happy and healthy, year-round. We stay informed on the latest advances in veterinary technology and above all, remember that all animals and pets are to be treated with loving care in every check-up, procedure, or surgery. We truly treat all pets like they are our own.

• Be flexible in attitude and work habits.
• Quickly learn how to pronounce, know the meaning of and spell commonly used veterinary terms
• Perform basic computer skills, type 30 words per minute.
• Physical Effort: Work requires lifting and carrying records and equipment weighing up to 25 lbs; requires sitting and standing for extended periods of time
• Working conditions: May be exposed to unpleasant odors, noises and animal urine and feces. May be exposed to bites, scratches and contagious diseases

• Below is a full list of abilities most commonly used by CSR.

Veterinary Knowledge / Client Education

• Can answer client’s inquiries about basic animal care questions and routine procedures.
• Can educate clients on over-the-counter products such as preventatives, medications and nutraceuticals.
• Can guide client’s to make appropriate decisions regarding optimum pet care.

Admitting / Discharging Patients/ Cash Handling

• Can admit patients and handle medical records entries accurately.
• Can prepare health certificates, euthanasia and after care paperwork and discuss with client
• Can handle client/patient transfers with ease.
• Can prepare client invoices for services performed.
• Can accurately handle payment transactions and balance the drawer at the end of their shift.
• Can accurately and empathetically communicate estimates/treatment plans to clients.

Hospitality

• Can bond with clients during interactions.
• Can keep the front desk a positive area even in the event there is a wait time.
• Seeks to create a comfortable environment for clients.

Computer Knowledge / Telephone Skills

• Receives and relays telephone, fax, and email messages accurately and promptly.
• Answers telephones and handle calls quickly, efficiently and in a professional and friendly manner using a multi-line system.
• Can enter and update client and patient information into practice computer software.
• Has good computer skills and shows accuracy in inputting details.

Personal Conduct/Attitude/Teamwork

• Can maintain positive, cooperative relationships with other employees.
• Can display tact and respect with team members even when busy or hectic.
• Can feel and express a genuine liking for animals and their owners and for working in an animal care field.
• Can express empathy toward distressed or grieving clients.

Client Communication

• Can conduct oneself in a confident and professional manner with clients even when situations are stressful and/or focused on individual tasks.
• Can deal intelligibly, pleasantly and efficiently with clients, often doing several things at one time.
• Can greet clients with poise and natural effort.
• Can outline costs and fees in a positive light while supporting hospital payment policies.
• Can turn future clients (phone-shoppers) into clients through relationship building and bonding.
• Can easily remember clients and patients names and uses them.
• Can handle client correspondence including email and follow up calls.

Facility Maintenance

• Can maintain a professional/welcoming appearance in the front office through cleaning and organization.
• Can stock and organize the coffee station.
• Can offer proper upkeep for and troubleshoot office equipment including pc’s, telephones and copier.

Record keeping/Filing

• Can accurately document conversations with clients in the medical record.
• Can correctly attach records from referring veterinarians to the patient file.

Organization/Time Management

• Can work almost constantly in the presence of other staff members and clients.
• Understands and carries out oral and written directions.

• High school diploma or equivalent
• 1+ year minimum experience at a veterinary hospital
• 2+ years customer service experience
• Excellent communication skills
• Bilingual (Spanish) is preferred
• Enjoy working in a fast paced environment where you'll need multi-task skills
• Some computer knowledge required; comfortable with Word, keyboarding, and use of communication tools such as texting and email