Wagly Veterinary Hospital & Pet Campus Hiring for Customer Service Representative at Rancho Santa Margarita, CA Full Time

If you are a pet fanatic and would like to join a rapidly growing West Coast veterinary practice that focuses on your quality of life and what’s best for the pet, then this is the job for you!

Position Overview: As the face and voice of Wagly, Inc., our Customer Service Representatives (CSR’s) are the first and last points of contact for our existing and new pet parents. The ideal CSR will not only help create exceptional experiences – they’ll take ownership of them. Establishing and fostering strong bonds with our pet parents and their pets is the ultimate priority.

Position Requirements:

EDUCATION AND LICENSURE REQUIREMENTS

• High school diploma or equivalent.
• Customer Service background desirable but not required.
• Typing skills required.
• Tech-savvy, with a solid understanding of all Microsoft Office products.

EXPERIENCE REQUIREMENTS

• Candidates must be a pet fanatic – pets are part of our family!
• Significant experience with basic office functions in a busy office environment.
• Previous receptionist/customer service and veterinary practice experience are desirable but not required.

PERSONAL REQUIREMENTS

The CSR must be able to:

• Be flexible in attitude and work habits.
• Quickly learn how to pronounce, know the meaning of and spell commonly used veterinary terms.
• Thrive and be resourceful in unfamiliar/unexpected circumstances.
• Maintain grace-under-pressure in high-stress situations.
• Physical Effort: Work requires lifting and carrying items weighing up to 50 lbs.; requires sitting and standing for extended periods of time.
• Working Conditions: May be exposed to unpleasant odors, noises and animal feces. May be exposed to bites, scratches and contagious diseases.

Performance Expectations/Essential Job Duties:

HOSPITALITY

• Provide an elite-level of customer service, with a high degree of energy and charisma.
• Form and maintain bonds with pet parents during interactions.
• Conduct guided tours of the entire facility to prospective customers and visitors.

VETERINARY KNOWLEDGE/PET PARENT EDUCATION

• Comfortable navigating conversations surrounding our wide array of services and products.
• Can answer client’s inquiries about basic animal care questions and routine procedures.
• Can educate clients on over-the-counter products such as shampoos and nutraceuticals; has full knowledge of parasite preventives to promote pet parent education and sales.
• Can guide client’ to make appropriate decisions regarding optimum pet care.

PET PARENT COMMUNICATION

• Can conduct oneself in a confident and professional manner with pet parents even when situations are stressful and/or focused on individual tasks.
• Can deal intelligibly, pleasantly and efficiently with pet parents, often doing several things at one time.
• Can greet pet parents with poise and natural effort.
• Can outline costs and fees in a positive light while supporting Wagly payment policies.
• Can turn future pet parents (phone-shoppers) into Wagly pet parents through relationship building and bonding.
• Can easily remember pet parents and patients’ names and uses them.
• Answers phone calls politely and in a timely manner, providing/receiving information and directing calls as needed.
• Can handle pet parent correspondence including procedure reminders, thank you cards, welcome cards, sympathy arrangements and cards, and A/R statements.
• Responds to emails promptly through our general email queue via our website and Yelp.
• Addresses customer grievances in a courteous manner, and acts to resolve problems.

FACILITY MAINTENANCE

• Maintain the appearance and cleanliness of the lobby, exam rooms, and other public areas.

SCHEDULE MANAGEMENT

• Schedules appointments and books reservations in our database.

ADMITTING/DISCHARGING PATIENTS/CASH HANDLING

• Can admit patients and handle medical record entries accurately.
• Can prepare pet parent invoices for services performed.
• Can accurately handle payment transactions.
• Reconciles cash at opening and close, prepares End of Day and deposit.

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.
• Feel and express a genuine liking for animals and their owners and for working in an animal care field.

OTHER

• Performs other duties as assigned.

Job Types: Full-time, Part-time

Pay: $17.00 – $20.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Weekend availability

Experience:

• Veterinary Hospital: 1 year (Required)
• Customer service: 2 years (Required)

Work Location: In person