Greenville, SC30+ days ago
Service: Answer incoming calls immediately and with a smile Manage incoming customer communications (email, text messages, phone calls Record call information accurately such, as referring vet information Ensure phone calls get transferred to a doctor quickly for anything medically related Stand & greet customers with warmth and urgency upon entrance to the hospital, announce their presence to the team, and get them checked in Monitor customer wait times and identify bottlenecks to improve the efficiency of our workflow to reduce future bottlenecks Offer them beverages or snacks, and find ways to deliver a unique and curated experience Listen to customers needs with the intent to understand Take ownership of customer complaints, be empathetic, and work to resolve them quickly Anticipate any hiccups that might upset customers and get ahead of them to ensure business credibility and commitment to service Invite customers to provide feedback by completing a survey Collect and share positive feedback with the team, celebrate wins, and identify patterns in responses to improve our flow and efficiency Process payments, maintain the accuracy of customer's personal and financial records, as well as payment history and completion Accompany customers to the exit and thank them for trusting us with their pet's care Always find a creative way to say yes to our customer's needs Focus: Engage in conversations with customers while they are waiting Optimize customer satisfaction, wait time, and emergency room utilization by circulating the hospital and checking in with customers and the emergency care team Update or provide feedback to the nurses and doctors about customers needs Provide confidentiality and sensitivity around customer's personal and financial information and help them find the best financial solution to fit their needs Educate customers on end-of-life details such as cremation options Call/text customers 24 hours after their visit to follow up on their pet's care Ensure customers are invited to stay with their pet Initiate video chats between customers, their pet, and our team when they cannot be in the hospital Participation: Identify creative opportunities for customer participation in a valuable and safe way Celebrate and capture special moments, with permission from the customer Create a personalized experience for the customer and their pet WHAT YOU'LL NEED: 2+ years of experience in a customer service role Advanced proficiency in computer programs and practice management software Highly organized with strong attention to detail Ability to communicate with anyone and everyone Strong multitasking skills High emotional intelligence. With the highest NPS score in our industry, we're ready to ensure that VEG remains the place where the best and brightest in the emergency world not only want to work, but stay and grow.