Position Overview & Specifications
Veterinary Call Centre Representative
Colchester Vets4Pets
The call centre is the client's first contact when calling the organization and as such represents the professional image to callers.
Call centre operators are responsible for but not limited to, answering phones, transfer calls to appropriate departments as needed, scheduling appointments, appointment reminder calls, and, answering general question about the services our Advanced Veterinary Practice offers.
Flexible rota scheduling and hours will be worked in our Call Centre inside a new modern Advanced Veterinary practice in Colchester. We are open 8am-10pm, 7 days a week.
Our ideal Veterinary Call Centre Representative combines a positive attitude with excellent communication, technology, and sales skills; and, of course, a deep love for animals. While we provide comprehensive training and support, priority will be given to those who have prior experience as a customer service representative or receptionist in a similar customer service based industry.
Essential duties and responsibilities:
Provide excellent customer service
Being attentive to client and pet needs
Identify and work compassionately with clients in various emotional states
Work patiently with distressed, frustrated and concerned clients
Answer and triage phone calls from clients
Schedule appointments
Make reminder calls for appointments (surgery and wellness exams)
Conduct client call backs as needed.
Managing record requests between other general and specialist practices
Provide basic preventative health care client education and promotion of our preventative health care package.
Maintain cleanliness of the call centre area, including but not limited to: dusting, taking out the rubbish, recycling and cleaning floors.
Maintain proper documentation in electronic and hard copy medical records
Relay appropriate information to/from clients to vets, nurses and/or management
Compose request for repeat prescriptions
Computer skills: Able to use Windows based computer systems, word processing, email, web search and other skills needed to effectively use the practice management software program
Benefits
In return, we offer such benefits as 20% discount at the Vet Group, Pets at Home and the Groom Room, access to discounts and cashbacks, in-house career development opportunities, pension and holiday allowance.
Location: CO1 1YN