Customer Service Representative

Lilley Veterinary Medical Center, located in Canton, Michigan is seeking a Customer Service Representative to join our team! We are a general practice veterinary hospital that has been serving our clients for over 30 years. With a focus on preventive medicine, we also provide medical care, surgery and dentistry and more. Lilley Vet prides itself on having a collaborative work environment and a strong work-life balance for all employees.

Job Summary

In addition to the responsibilities outlined below, the Customer Service Representative serves as an invaluable member of the hospital team who works directly with our clients and their furry family members.  Through a positive attitude and excellent communication skills, the Customer Service Representative creates a calming environment for our patients and pet parents. As the first point of contact for each phone call and office visit, those in this position must maintain a professional attitude and compassionate demeanor to help ensure each client experience is exceptional.

Our hours of operation are M-F 7:30am to 6:00pm and Saturday 8:00am to 2:00pm.  Work hours will vary depending on schedules.  Shifts are developed based on staff availability, patient schedules, and coverage times needed by the hospital. On occasion, if the hospital schedule is running late, this position may be required to stay after 6:00pm.

Job Responsibilities

·         Greet clients and their pets in a professional and friendly manner

·         Coordinate and manage the check-in and check-out processes

·         Respond promptly and professionally to incoming telephone calls, text messages, emails, and other communications

·         Schedule appointments including wellness, medical, follow-up, and surgical

·         Manage paperwork for upcoming appointments to ensure efficient patient care

·         Prepare all required forms for each patient including consent forms, estimates, payment agreements, and other documentation required at time of appointment

·         Collect laboratory specimens from pet parents during check-in process and ensure seamless transition to appropriate technician

·         Provide general, non-medical information and assistance to pet parents

·         Provide explanation of invoices, as well as hospital policies and procedures

·         Accept and process payments from pet parents

·         Make outbound calls to provide information pertaining to upcoming appointments, remind pet parents of appointment times, and to follow-up on patient care

·         Maintain balance of cash drawer, report and record discrepancies, and process end of day reports

·         Support Team in daily cleaning and organizing duties

Preferred Skills and Qualifications

·         Previous experience in healthcare or similar clinic setting is a plus but will train the right person

·         Strong focus customer service care

·         Ability to relay information accurately between pet parents and the veterinary team

·         Ability to work independently on assigned tasks, as well as to accept direction on assignments

·         Positive and energetic with a willingness to step in and help as needed

·         Excellent communication skills and the ability to work efficiently in a fast-paced environment.

·         Must be able to handle the emotional aspect of work in a veterinary clinic environment

·         Models a professional and courteous manner

·         Must have active listening, critical thinking, complex problem solving, time management, judgment, and decision-making skills.

     If you think you possess these traits and could be a contributor to our clinics success, please apply and someone will reach out to schedule a time to talk.  We look forward to hearing from you!