Job Summary:
The Client Relations Specialist (CRS) is responsible for creating an exceptional customer service experience for Lovet clients and pets. The CRS will ensure that all pet parents feel welcome upon arrival and leave the hospital with all of their needs being met.
Supervisory Responsibilities: N/A
Duties/Responsibilities:
• As the “director of first impressions,” greets all clients and patients in a friendly, welcoming, and professional manner.
• Acts as a brand ambassador, always exhibiting the Lovet core values.
• Registers all new clients/patients. Schedules appointments in accordance with AZPV guidelines.
Manages internal specialty surgery schedules. Delivers on the Lovet WOW service by finding creative ways to work patients into daily schedules. Fills canceled appointment slots for all services, including grooming, as needed.
• Assists with triaging walk-in patients and prioritizes appointments in accordance with Lovet guidelines.
• Answers general veterinary questions in a clear and concise manner.
• Manages high volume, multiline phone system. Ensures that all call back and voicemail procedures are followed according to the Lovet WOW promise.
• Ensures clients and pets arrive to visit prepared. Provides pre-appointment instructions based on appointment type.
• Proactively finds ways to elevate client experience to develop strong client relationships.
• Processes payments accurately and efficiently.
• Checks out non-room appointments and OTC/prescription refill pickups. Schedules follow-up appointments as needed.
• Understands and markets all Lovet promotions, treatment packages, and client specials.
Demonstrates strong cost confidence with clients and ensures all clients are clear on all treatment options and costing. Works with technician and doctor team to ensure clients leave the hospital receiving top quality care.
• Performs opening and closing duties such counting cash drawers, payment reconciliation, checking voicemails/text messages, restocking coffee bar, restocking supplies, as well as site-specific opening/closing duties.
• Accesses patient records including the pet's medical history, prescription refill requests, vaccination records, referral documentation, and any other relevant information as needed.
• Act as a liaison for internal and external referrals, including sending records.
• Under the WOW promise guidelines, uses Lovet de-escalation techniques when receiving client complaints. Escalates client complaints to supervisor as needed to maintain strong client relationships.
• Performs pre-appointment checklist.
• Escorts animals and clients to rooms and treatment area safely, observing Lovet Safety Guidelines
• Adheres to all Lovet policies and procedures including facilities, IT, operations, and human
resources.
• Maintains a clean and organized lobby, reception area, and client bathroom(s).
• Performs other related duties as assigned.
Required Skills/Abilities:
• Excellent verbal and written communication skills.
• Strong knowledge of medical terminology.
Education and Experience:
• HS diploma or equivalent preferred.
• 1+ years of customer experience highly preferred.
Physical Requirements:
• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 40 pounds at a time.