Customer Service Representative - Veterinary Clinic

Looking to make a difference in the lives of pets and people? With an almost year-round beautiful blue sky and a scenic mountain backdrop, HSPPR is a nonprofit animal shelter serving El Paso, Pueblo, and Douglas Counties as well as the City of Centennial. We employ a total of 200+ employees. We are an organization that celebrates and prioritizes diversity and inclusion.

Job Summary

This position is responsible for representing the Surgery Center in a professional and courteous manner by communicating effectively with the public regarding our services related to the donor subsidized spay/neuter program, public vaccination program, post-adoption related services, and other public veterinary services.

Key Duties And Responsibilities

• Experience and medical knowledge base to appropriately direct questions, triage inquiries and to provide sound medical advice to the public.
• Commitment to the mission, values, goals and success of HSPPR.
• Answers phone calls and returns messages regarding scheduling and services. Also handles reminder calls and follow-up calls for clients regarding surgery appointments.
• Explains post-operative care instructions, nature of the procedure done and answers questions, as needed.
• Explains risks of anesthesia, nature of the procedure being done and has client sign paperwork, pay for the procedure, and make arrangements for picking up later in the day.
• Helps in the Surgery Center where needed to promote efficiency and excellent patient care.
• Perform all other duties as assigned.
• Medical documentation, client communication and education regarding surgical procedures and other medical conditions.
• Handles scheduling, data entry and intake and discharge procedures for all incoming public surgeries and vaccination appointments through the Avimark software program. Financial transactions will also be handled and tracked on a daily basis.
• Handles all public vaccination appointments including paperwork, payment, and administering vaccinations.
• Provides accurate information and friendly professional service to the public by handling the drop offs coming in for surgery in the mornings and evening post-operative pick-ups.
• Trains and works with volunteers to support the vaccination program and other administrative duties.

Supervisory Duties

None

Physical Demands

• Typically stands, bends, stoops and crouches.
• Regularly sits at computer station.
• Periodically drives a HSPPR Vehicle to perform duties
• Must be able to be on feet for extended periods of time.
• Consistently exposed to animals in the workplace and animal allergens under conditions with limited alternatives available.
• Must be able to lift, push, and pull a minimum of forty pounds with reasonable accommodations.

Schedule Requirements

Schedule may include weekend and holiday work.

Education/Experience Necessary

• One year of customer service experience, preferably in a full-service veterinary hospital or equivalent related experience. Excellent communication and interpersonal skills as well as flexibility and the ability to multitask in a high-paced environment are required.

The core values of the staff unite us and guide us to provide the best service to the animals in our care, our organization, and our community.

Core Values Statements-

• Compassion: We believe that animals matter. We are committed to treating animals and people with kindness, respect, and compassion.

• Stewardship: We are accountable and transparent in our actions and in the use of our resources to build trust in those we serve.

• Integrity: We believe we can make the greatest impact by staying true to our mission, always doing what is best for the animals and people of our community, and by standing united in our decisions.

• Excellence: We are passionate about our mission, and strive for excellence through continual learning, innovation, and the development of our board, staff and volunteers.

• Collaboration: We seek strategic partnerships and alliances to advance the welfare and protection of animals and people.

• Service: We exist to serve our communities and operate with this commitment to serve as front and center in all we do.

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