Customer Service Representative- Urgent Care

Job title: Customer Service Representative

Department: Urgent Care

Status: Full-time

Reports to: Chief Veterinarian 

Work schedule: Monday - Friday

COVID-19 Statement: The Pet Resource Center of Kansas City is committed to the safety of our staff, volunteers and community members. The business is currently operating in a contactless manner, providing community members with essential services for their pets, while maintaining protocols recommended by local and federal health agencies. Due to the quick changing nature of the COVID-19 environment, we are seeking team members who are flexible, and understand that business protocols are being changed or updated on a consistent basis. While we seek to provide as much consistency for our team members as possible, due to current circumstances, schedules, operations, and/or other business needs may change throughout the hiring process and during employment. All hiring processes will take place virtually.

Organization Overview:  Pet Resource Center of Kansas City (PRCKC) is a community resource Organization focused on keeping people and pets together. Our mission is to decrease pet homelessness, increase pet retention and improve the quality of life for pets through education and supportive services for families in need. We pride ourselves in acknowledging our diverse community with a nonjudgmental and compassionate approach. Our organization provides services to over 35,000 pets annually through a variety of programs including, wellness care, spay neuter, urgent care, mobile services and pet outreach. 

Position Summary: Customer Service Representative will oversee all day-to-day urgent care administrative duties such as answering the phone, returning messages, checking patients in and out, collecting payment and overseeing special medical assistance program.

Essential Duties and Responsibilities include the following and all other tasks and duties that are assigned:

• Primary customer service representative for urgent care veterinary clinic.

• Answering a dedicated phone line, returning urgent messages and going over program details, policies and necessary referrals. 

• Check patients in and out

• Print invoices, estimates, paperwork as needed.  Make notes on patient charts. 

• Learn how to use the organization management software to enter services, medications, procedures and updates into patient records.

• Perform multiple tasks simultaneously in a fast-paced environment, as well as prioritize urgent needs. 

• Promote a positive attitude and demonstrate a commitment to the vision/mission of the organization.

• Make suggestions for how to improve organization protocols

• Oversee the special medical assistance program which includes approving subsidy, issuing vouchers, helping with referrals to other clinics. 

• Maintain an organized special medical assistance program including paperwork and excel sheets. 

• Must help assess and triage the status of patients and clients.

• Must genuinely enjoy working with animals even when they are stressed, ill or in pain.

• Employees must be able to respond calmly and quickly to frequent auditory signals, warnings, or communication from other staff, animals or medical equipment. 

• Ability to provide excellent customer service to clients during times of high stress, including during euthanasias.  

• General cleaning 

Ideal candidate competencies:

• High energy and passion for customer service.

• Outgoing personality.

• Ability to work in very high volume and fast-paced environment.

• Confident in decision-making.

• Experience in handling difficult clients or situations with a calm and kind demeanor.

• Although we have a heated/cooled check-in booth, you must be able to work in all types of weather conditions.

• Will be standing for long periods and may be physically demanding. 

• Bilingual a plus!   

Our Offer

• Full time starts at $13.00 or based on experience 

• Health, dental, vision and life benefits options

• 3 weeks paid annual leave with flexible scheduling ability

• Paid holidays

• 401k

• Monday-Friday Schedule and occasional Saturdays. 

• Taxable sign on bonus of $500 to be allotted after employees initial 90-day introductory periody now you will have realized that the Pet Resource Center of Kansas City is a genuinely unique environment and one that encourages quality and excellence in all that we do. This is very important to us, but harmony is equally important, as is ensuring a great working atmosphere where honesty through transparency builds trust. It is time for you to make the next step in your career and join us.