Our hospital’s goal is to treat our clients and their pets like our own family and provide excellent customer service and care. We are seeking an outgoing, people oriented, compassionate individual to join our team. We are looking for someone who is able to multi-task and communicate effectively with our clients and their furry family members. As the face of the hospital, this candidate's attitude sets the overall tone for our patient’s visits.
Success Description: Client Experience Specialist
Outcome
- To build a lasting and meaningful relationship with prospective and current clients
- To help maintain cleanliness and day-to-day operations at the clinic
- To assist with scheduling sessions, tracking of plans of care, and processing payments
- To give hands-on assistance to our therapists as needed with dogs who may require the extra help
Tasks
- Provide the most outstanding experience for every client and patient
- Greet and check in clients and patients
- Maintain cleanliness and effective setup of clinic daily
- Assist therapists as needed during sessions
- Contact new clients coming into the clinic one day in advance to ensure they have confirmed their appointment and have no further questions
- Have conversations regarding payments, time, and alternative options
- Effectively communicate Ready To Go Vet Rehab’s core values and mission,
- Conduct outreach to clients and veterinary offices to obtain outstanding intake documents
- Maintain contact with active patients on a regular basis to make sure their needs are being met
- Answer the phone with general questions and log communications
- Check and reply to any missed emails, texts, or calls
- Collect payments for products, services, and packages
- Enroll patients into our Winner’s Circle Membership program
- Assist Social Media Manager with pictures/videos for content
- Demonstrate initiative to engage in minimum 2 hours/week of self-development and personal growth
- Demonstrate initiative to engage in community events as needed
- Upload photos into patient files
- Scan and upload signed forms into patient files
- Help prep educational material packets to have on hand at the clinic for new patients.
- Manage client snack and drink area and make sure it is always stocked
- Coordinate with direct supervisor when needed to make sure all daily and weekly tasks are being accomplished
- Help maintain medical records and communication logs
- Prepare invoices and records for insurance claims
Measurable Outcomes
- Arrival rate of >95%
- Cancellation rate of <10%
Skills & Competencies
- Communicate comfortably and with ease, strike up a conversation with anyone, enjoy talking to people, and effectively communicate both verbally and in writing
- Be able to answer the phone with general questions and recognize when to direct calls to a therapist or manager
- Be able to hold meaningful conversations with clients and create a welcoming environment for them
- Take on a nurturing style that encourages clients to increase their propensity to engage with the business.
- Have a "close every conversation" mentality to ensure no clients are left without an agreed upon course of action and all questions are answered
- Be comfortable in conversations dealing with money, cost, payment plans, and value
- Be able to handle objection, be undeterred when a client says “no”, and be comfortable continuing the conversations and making follow up calls to hesitant potential clients
- Demonstrate experience and ability using positive reinforcement techniques when assisting therapists or clients with their pets
- Be able to follow scripts provided, but flexible and adaptable to changing scripts as needed
- Communicate effectively with staff about any issues (or needs) with a client or patient
- Recall names of all clients and patients, making them feel welcomed and remembered
- Be proficient in organization and planning: facilitate schedules in an efficient, productive manner, and focus on key priorities as they shift daily
- Follow through on commitments and verbal and written agreements
- Demonstrate an ability to quickly and proficiently understand and absorb new information
- Be attentive to detail and keep important details from slipping through the cracks
- Be persistent and demonstrate tenacity and willingness to go the distance to get something done
- Be proactive, take initiative without being told what to do
- Bring new ideas to the team, and demonstrate a record of seeking out learning experiences
- Be alert and able to spot potential referral situations or opportunities for the sale of other products and services
- Demonstrate computer literacy – Google, Facebook, Instagram, Excel; knowledge of CRM (IntakeQ, InfusionSoft, Trello) or training will be provided
- Live by, and exemplify our core values:
- LISTEN to clients and address their concerns
- Treat clients like family and their pets like our own
- Provide exceptional patient care
- Provide a unique and special customer/patient experience
- Demonstrate compassion and understanding
- Honor the Human/Animal bond
- Treat others the way you want to be treated
- Be honest, straightforward, humble, and kind
- Be passionate and determined
- Always strive for improvement
- Create positive team spirit at work
- Be adventurous and creative
HOURS:
Monday: 6-8 hours
Tuesday: 6-8 hours
Wednesday: 0-8 hours
Thursday: 6-8 hours
Friday: 0-8 hours
Depending on performance, employees may be eligible for a pay increase upon successful completion of their 90 day probational period.
Full-time hours may be negotiable for the right candidate.
Job Type: Part-time
Pay: $16.00 - $18.00 per hour
Expected hours: 20 – 35 per week
Benefits:
- 401(k)
- Employee discount
- On-the-job training
- Paid time off
Day range:
Shift:
- 10 hour shift
- 4 hour shift
- 8 hour shift
- Afternoon shift
- Day shift
- Evening shift
Work setting:
Application Question(s):
- When looking for a job, which one of these is the most important: Money, Perks, or Opportunity (please choose only one and explain your choice)?
- Tell me about the last time you encountered a challenging person. It could be a client at work, a classmate in school, or just someone in your daily life. How did you handle the situation?
- What motivated you to apply for a job working with dogs?
- If you were a dog, what breed would you be? Why?
- We are a growing business and currently hiring for part-time help with a set schedule including hours on Mondays, Tuesdays, Thursdays, and either Wednesday or Friday. Is this schedule agreeable for you? Are there any weekly hours that you would be unavailable to work?
Ability to Relocate:
- Mokena, IL 60448: Relocate before starting work (Required)
Work Location: In person