Franklin Ranch Pet Hospital-CSR Asst. Manager

Franklin Ranch Pet Hospital is looking for a customer-oriented service representative leader to assist in managing the CSR team Fridays, Saturdays and Sundays. Ideal candidate(s) will act as a liaison, provide product/services information and resolve any emerging problems that our clients may face with accuracy and efficiency. They must be genuinely excited to help customers, be patient, empathetic, and passionately communicative. They love to engage clients they can put themselves in their customers’ shoes and advocate for them when necessary. They are confident at problem solving and troubleshooting and investigate if they don’t have enough information to resolve customer issues. They ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

We’re a privately-owned full-service animal hospital providing comprehensive healthcare services to pets. We are located on a quiet, spacious country setting in Elk Grove, a suburb of Sacramento in Northern CA. We are a general practice with specialty services in Cardiology, Surgery and Ultrasound Imaging providing an advanced level of medicine to our patients and community.

Responsibilities

Manage large volume of incoming calls

Identify and assess customers’ needs to achieve satisfaction

Build sustainable relationships and trust with customer accounts through open and interactive communication

Provide accurate, valid and complete information by using the right methods/tools

Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

Keep records of customer interactions, process customer accounts and file documents

Follow communication procedures, guidelines and policies

Take the extra mile to engage customers

Skills

Proven veterinary customer support experience or experience as a client service representative

Proficient record keeping skills

Strong phone contact handling skills and active listening

Customer orientation and ability to adapt/respond to different types of characters

Excellent communication and presentation skills

Ability to multi-task, prioritize, and manage time effectively

High school degree

Job Type: Full-time position available

Competitive Salary and Benefits Package

VETERINARY EXPERIENCE REQUIRED