Client Services Representative (Floating) Job at North Carolina State University

The client service representatives act as a first point of contact for all potential and current clients, referring veterinarians, and visitors to the Veterinary Hospital. Ensure professional / effective communication and excellent customer service while completing all assigned duties. Duties include but are not limited to managing the phone system, managing the client desk, managing email / fax communications, collecting deposits, monitoring billing, and ensuring adherence to all financial policies. This position plays a crucial role in ensuring clients, referring vets, and visitors receive excellent customer service and enjoy their experience with our hospital. Wolfpack Perks and Benefits As a Pack member, you belong here, and can enjoy exclusive perks designed to enhance your personal and professional well-being. As you consider this opportunity, we encourage you to review our Employee Value Proposition and learn more about what makes NC State the best place to learn and work for everyone. What we offer:

• Medical, Dental, and Vision
• Flexible Spending Account
• Retirement Programs
• Disability Plans
• Life Insurance
• Accident Plan
• Paid Time Off and Other Leave Programs
• 12 Holidays Each Year
• Tuition and Academic Assistance
• And so much more!

Attain Work-life balance with our Childcare benefits, Wellness & Recreation Membership, and Wellness Programs that aim to build a thriving wolfpack community. Disclaimer: Perks and Benefit eligibility is based on Part-Time or Full-Time Employment status. Eligibility and Employer Sponsored Plans can be found within each of the links offered. Essential Job Duties As a Client Service Representative (CSR), you are the face and voice of the NC State Veterinary Hospital. You serve as the primary point of contact for our current and prospective clients, referring veterinarians, and visitors. This is a crucial role where your professionalism and commitment to excellent customer service directly impact the experience of every person (and pet) that walks through our doors. If you are a proactive communicator who thrives in a fast-paced environment, we want to hear from you. Key Responsibilities Your daily impact involves a blend of administrative excellence and compassionate communication:

• Client Interaction: Act as the first point of contact by greeting and checking in clients, ensuring a welcoming and efficient intake process.
• Effective Communication: Manage a high-volume phone system and respond to inquiries, providing accurate information regarding hospital services, appointments, and general inquiries.
• Scheduling & Coordination: Manage calendars and schedule appointments to optimize hospital operations and client flow.
• Financial Stewardship: Handle essential financial duties, including collecting deposits, monitoring billing, processing transactions, and ensuring strict adherence to all hospital financial policies.
• Collaborative Support: Work closely with internal departments and external referring veterinarians to address concerns and streamline service needs.
• Team Coverage: Provide essential coverage and support for fellow team members and receptionists to ensure seamless hospital operations.

Requirements & Qualifications

• Communication Skills: Ability to maintain professional and effective communication under pressure.
• Customer Service Excellence: A genuine passion for helping people and providing a positive, empathetic experience.
• Administrative Proficiency: Strong multitasking skills with the ability to manage phones, emails, and financial documentation simultaneously.
• Adaptability: Readiness to support the team where needed most based on scheduling and operational requirements.
• Physical Requirements: Ability to lift up to 30 pounds, with or without reasonable accommodations.

Other Responsibilities * Other duties as assigned by supervisor and service clinicians. Qualifications Minimum Experience/Education High School Diploma or equivalency and one year of related office experience; or equivalent combination of training and experience. Preferred Qualifications

• Previous client service experience in a veterinary or medical setting. Knowledge of medical records software, MS Office products and/or Google Apps (or similar software), email, fax and copy machines.
• Excellent verbal and written communication skills, and strong organizational and multitasking skills.
• Exceptional customer service skills and the ability to interact professionally with clients, faculty, and staff in demanding situations.
• Ability to interpret VHC guidelines and client needs to determine emergency situations.
• Emotional intelligence, ability to empathize, and the ability to mentally process difficult cases.

Required License or Certification N/A Valid NC Driver's License required No Commercial Driver's License Required? No