Client Service Representative (Part-Time or Full-Time)

We are growing and are seeking a compassionate, client-focused and experienced Client Service Representative to join our team in our beautiful Outpatient Center located in Everett, WA!  Part-time or full-time opportunities are available.  

The work is dynamic and can be fast-paced, and you will play a crucial role in providing exceptional customer service and ensuring a positive experience for all who walk through our doors.  With your efforts, animals receive the care they need and clients anxiety about their pets wellbeing is quelled.

Basic duties include greeting clients, scheduling of consultations and procedures, answering phones, client education, payment processing, and shared cleaning duties.

Driving a company vehicle may be occasionally required (passenger car – CDL not required), therefore clean driving record and defensive driving skills must be in tip-top shape. 

It is imperative that you are punctual and reliable, have a strong attention to detail, excellent communication skills, and most importantly, that you are a team player!
 

In other words, if your passion is serving clients while working in a cohesive team environment, with excellent support, leadership and tons of learning opportunities in a cutting-edge facility, we may be the place for you!

PLEASE READ THE ENTIRE POSTING AND ALL DETAILS.  If you do not follow instructions completely, you will not be contacted for an interview!

Some of Our Core Values:

Cutting Edge
No Gossip
No Fear
Extreme Ownership
Passion

Are you looking to ignite your passion to help people and their pets? Do you love to take chaos and create order? Does it bug you when something is misspelled or the spacing is off? Do you love to put the pieces of the puzzle together? Does learning new things and growing with a company excite you? Do you long to work hard, have a great attitude while having FUN? (While these sound like oxymorons of most practices, you’ll be reinvigorated when you actually see the difference!) In so many ways, this is like no place you have ever worked!

Qualifications:

You will need to demonstrate a strong knowledge of resource management, have a team-focused mindset, customer service, conflict resolution, and email and phone etiquette. 

The position is based in Everett, WA.

Working hours are 7:30am-5:30pm and we operate Monday - Friday. Team members are assigned up to four 10-hour shifts per week.

Must have a clean driving record and allowed to drive company vehicles by our insurance carrier (historic DUI, excessive speeding tickets, suspended license – please do not apply – while we will still love you, our insurance carrier will not allow you to be hired).

Do you have…

• A solid (but doesn’t have to be expert) knowledge of Word, Excel & Outlook?
• An understanding of the importance of optimized processes and streamlined workflow, but willing and able to assess the situation and improve irrelevant, repetitive, and outdated processes to bring all of our game up a level (and oh yes, that bar is already set high, so bring your best!)?
• An empathetic demeanor and eagerness to help stressed people get their furry family optimal care, while also ensuring the appropriate expectations and boundaries are set and maintained?
• An eagerness to ‘jump in’ and make everything better because you showed up?
• A natural hunger to learn, grow, and thrive coupled with a healthy side of humble pie? None of us know everything – but together we WILL figure it out!
• A natural sense of urgency with client communications? (Typical replies would be by end of business day, but for sure within 24 business hours).
• An ability to use and learn multiple software systems for various tasks (accounting, medical records, emails, electronic notes/tasks)?
• An obsession with details and accuracy?
• A desire to change veterinary medicine as a whole? Oh yes, we said it. This mission is big.

Here are some programs we use daily:

Timeless Web Portal, Outlook, MS Teams, Word, QuickBooks Online, RingCentral, Square, iMessage, MS OneDrive/SharePoint, MyFax, ZoomMeeting, Google Maps, Dropbox, Instinct EMR, Trainual.

The right person will:

• Have a pleasant demeanor both over the phone and in writing, and knows how to moderate their tone based on the situation with pet owners, fellow team members, partner hospitals, guests and vendors.
• Will have excellent professional grammar and punctuation skills.
• Is comfortable working in paperless and digital systems.
• Approaches each day with a ‘what can I do to help?’ attitude.
• Is punctual and reliable.
• Ensure client inquiries are fully answered or appropriately routed for necessary follow up.
• Be comfortable in meetings with clients in person and occasionally via web meeting.
• Be comfortable meeting for all-staff meetings via web meeting and in person.
• Engage and learn new software and skills, especially in the area of basic accounting and bookkeeping.
• Know how to analyze situations and determine immediate solutions within our core values, principles, and level of expertise.
• Maintain a clean and organized work area.
• Have a willingness to learn and grow.  Our CSRs and Veterinary Assistants are required to obtain a Veterinary Medical Clerk License within the first 30 days of employment.  Don't worry, we provide preparation and training support prior to taking the licensure test. The med clerk test is administered by us in clinic.  Please note, med clerk licenses sponsored by other clinics do not transfer and a new license must be obtained through OVC.  
• Seek to join our mission in challenging some of the long-standing problems in the industry (such as poor boundaries and late-night/after-hours work you aren’t paid to do).

The Interview Process

We take our time in the interview process to not only make sure we communicate the role expectations, but also to make sure you learn our culture and see yourself thriving here (and we see you thriving with us as well).

Important Note: If you are currently employed by any of our partner hospitals and want to apply for this position, you should know that you will have to talk to your manager before any offers are extended and explain to them why you are considering this opportunity. 

If your application (instructions below) begins with a proactive letter of support from your current manager saying they support you and understand why you are exploring this position, expect we will be meeting face to face (or, at least on Zoom!) – you are the person we MUST meet!  That is the maturity and level of professional respect that is key. 

When opportunity knocks, will you open the door?  We aren’t going to poach.  The caliber of the people on our team is second to none. 

This isn’t a J-O-B:

Don't apply for the position if you are full of drama, can’t show up on time or wake up in the morning like Eeyore. If you are a perfectionist at heart and find fulfillment to reassure people that might have fear, anxiety or frustration around their fur babies, then you might want to apply for the opportunity to join our team!  You are their advocate and part of the care team to make everyone better.  This position is perfect for the candidate that seeks growth, opportunities and wants a career in the veterinary field – but also wants to enjoy their work life and not be crushed by it.

It is also ok if this position is not your ‘forever’ plan.  We don’t want you in one role for the rest of your life either!  We put time, money, and energy into our team to grow as people and as leaders.  Money talks – and we put that into our team, not just empty words you’ve already heard before.  A personal mission – anyone on this team is a better person becauase they were a member of this team.

So let’s get to it…

Don't submit your resume without answering the following questions below.  Yup, it’s a test to see if you can follow directions!

ONLY if you meet the above requirements, please apply:

1. Upload our resume and cover letter

2. Answer the following:

 (a) What is your desired compensation

 (b) What is your available start date

 (c) Why the position is particularly of interest to you

 (d) Why you would be the best candidate for the position

 (e) Let us know if you caught any typos or grammar errors in this posting

NOTE: We will ONLY schedule interviews with those candidates who answer ALL 5 of the above questions on their cover letter.  If you incorporate “I AM A ROCKSTAR” in one of your responses, you will get bonus points and skip to the front of the line!

Compensation and Benefits:

Minimum Salary: $22 per hour plus overtime, when applicable.  With stellar performance, pay increases can be expected.  There is no set timeline where we consider adjusting compensation.  If you are effective, you are rewarded.  

Benefits Package for full-time employees includes: Employer-Sponsored Health Insurance with Health Savings Account option, Vision/Dental Insurance, Retirement plan with up to 8% employer match, Identity Theft Protection, access to financial planner (no cost to you), Disability Insurance (Long & Short Term), Employer-Sponsored College Savings Plan for dependents, Paid Time Off, WA-compliant sick leave.  Many benefits are still available for part-time employees as well.  We are happy to review these in more detail during the interview process.  

Precise salary will be based upon proficiency, skills, and professionalism throughout the application and interview process.  

Salary : $22 - $27