Customer Service Representative POSITION DESCRIPTION

The Alaska SPCA is a nonprofit advocate for pets throughout Alaska. We believe that animals, as living creatures, are entitled to basic rights relating to their care, treatment, and protection. Our mission is to reduce the suffering of Alaska’s dogs and cats.

This mission is achieved by:

• Protecting animals from cruelty.
• Advocating for the moral and ethical treatment of animals.
• Providing animals with shelter and care when in need.
• Educating the public about responsible animal ownership.
• Providing an affordable spay and neuter program.
• Offering affordable vaccinations.

Job Summary:

The Alaska SPCA Customer Service Representative (CSR) provides the first and last impression during

each client’s visit to our veterinary clinic. The clinic is a fast-paced work environment, and our CSRs are the key to smooth, efficient operations. CSRs are responsible for providing excellent client service at all

times; facilitate appointment scheduling and payment handling; and offer helpful information and services to our clients, their pets, and the Alaska SPCA clinic team.

Essential Job Duties:

• Be able to work an eight-hour shift between the hours of 7:30am and 6:00pm, Monday through Friday.
• Maintain a professional, courteous, and positive attitude when interacting with clients and co-workers
• Use cloud-based veterinary software to:
  • Store vaccination histories/records received for new patients
  • Schedule and confirm patient appointments
  • Check-in patients
  • Monitor for no-shows and apply no-show fees
  • Review invoice charges for accuracy before processing payments
  • Review client account balances at each transaction
  • Accurately accept cash, credit/debit card, and check payments
  • Refer refund requests to accounting manager
  • Send patient records when requested by clients or external veterinary professionals
  • Reconcile payments received at the end of each business day
• Answer incoming telephone calls/messages and emails promptly and professionally
  • Respond to routine inquiries per clinic guidelines
  • Respond to record requests
  • Direct messages to other team members as appropriate
• Monitor in-person wait times and appropriately address situations when an extended wait time occurs
• Assist clinic team members in keeping staff and public areas sterilized and odor-free
• Other tasks as assigned

Job Duties Assigned Following Completion of On-the-Job Training:

• Handle and restrain patients as needed for technical staff and doctors

Preferred Skills/Abilities:

• Dependability and a strong work ethic are necessary
• Maintain professional attitude under stress
• Excellent communication skills including active listening
• Service-oriented and able to resolve customer grievances
• Proficient computer skills with the ability to learn new software
• Use a multiple line telephone system with high call volume
• Work collaboratively and effectively with coworkers
• Adaptable to changing schedules and occasional unexpected needs
• Comfortable interacting and handling cats, dogs, and other pet patients

Minimum Qualifications:

• 3 years of customer service experience
• High school diploma or equivalent
• Ability to type 40+ words per minute with high accuracy

Preferred Qualifications:

• Not less than 6 months’ experience in a medical/veterinary setting
• Cash handling experience
• Experience in a veterinary practice environment is highly preferred
• Knowledge of veterinary clinic procedures and terminologies
• Knowledge of companion animal welfare issues and sterilization

Physical Requirements:

• Prolonged periods sitting/standing at a desk and working on a computer.
• Must be able to move/lift up to 50 pounds at times.
• Frequent bending and standing throughout the day

Job Status:

• Non-exempt; Full time: 40 hours a week

Compensation and Benefits

• $20.00 an hour, depending on skills and experience
• Paid vacation, sick, and holiday leave in addition to 3 paid personal days annually.
• Dental and vision coverage
• SIMPLE IRA retirement plan
• Discounted clinic services in addition to free vaccines and spays/neuters for your pets.

Disclaimer

The Alaska SPCA is an Equal Opportunity Employer and is committed to a work environment that values diversity and inclusiveness. We are committed to equal employment opportunity and fair treatment of all individuals based on job-related qualifications and without regard to race, color, sex, national origin, age, religion, disability, marital status, change in marital status, pregnancy, parenthood, sexual orientation or any other characteristic protected by state or federal law or local ordinance.

This job description reflects the assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.