Job Description
Are you a compassionate and detail-oriented individual with a passion for delivering exceptional customer service? Do you have a strong background in veterinary medicine and experience working with medical software? If so, we invite you to join our dynamic team at arenaflex as an Experienced Medical Advice Chat Operator – Virtual Customer Service Representative.
- *About arenaflex**
arenaflex is a leading global pet care organization united in the love of animals and the people who love them. We're on a mission to improve the lives of pets and the people who love them by empowering our care teams with resources to practice medicine their way. Our network of 1,000 hospitals connects them to a community of professionals who share their passion, enabling them to learn and grow together. We're committed to your professional growth, offering opportunities ranging from mentorship to ownership.
- *Job Summary**
As an Experienced Medical Advice Chat Operator – Virtual Customer Service Representative, you will play a vital role in providing exceptional customer service to our clients via our online chat platform. You will be responsible for assisting clients with medical advice and questions, scheduling appointments for our veterinarians and technicians, and managing high-volume chat systems. This is a unique opportunity to utilize your medical skills and knowledge to make a difference in the lives of pets and their owners.
- *Responsibilities**
As a member of our Chat Team, your responsibilities will include:
- Offering genuine client service while assisting our clients via chat or phone
- Maintaining a positive attitude for your remote team members, arenaflex team members, and our clients
- Working as a team to provide our clients with the best customer service possible
- Having excellent communication skills (written and oral)
- Managing high-volume chat systems, accurately and efficiently answering chats and assisting with phone calls as needed
- Scheduling appointments for 20+ doctors who work in multiple locations that see different types of animals
- Scheduling Technician appointments for vaccines, nail trims, blood draws, anal glands, etc.
- Having a great phone and chat voice (interactive, positive, calming)
- Working well within the CSR team and with the other departments in our hospital
- Being detail-oriented: Collecting correct client/patient information, relaying correct information to doctors/technicians/other departments, typing notes in patient records, giving accurate information to our clients
- Reviewing and transcribing doctor voice mail messages at various times throughout the day
- Correcting appointments as needed and following up with team members and manager about incorrect appointments
- Contacting clients for doctors or techs as needed
- Contacting no-show appointments for rescheduling
- Additional projects will be added as training and aptitude allow
- *Expectations Unique to Remote Position**
- Remain logged in and reachable by arenaflex staff email and Microsoft Teams throughout shift
- Clearly communicate with direct manager using Microsoft Teams, Email, Phone, or Vocera
- For the first month: weekly online meetings with direct manager. Then bi-weekly online meetings with direct manager
- Bi-Monthly staff meeting (ability to attend virtually) with direct manager and Client Services team
- Keep detailed daily log of all equipment complications. Email to IT Manager and Direct Manager at the end of shift
- Follow all arenaflex policies including attendance and tardy policies
- Ability to trouble-shoot basic computer, internet, chat, and phone issues as they arise
- *Qualifications**
- Minimum of two years previous veterinary medical experience as an Assistant, Technician, or RVT
- Computer experience
- Experience with a multi-line phone system
- Must be at least 18 years old, high school diploma, fluent in English (written and oral)
- Must be comfortable sitting and/or standing for long periods of time and be able to operate a computer and phone
- Must be available to work one weekend day per week, and 2+ holidays per year
- *Skills**
- Experienced with multi-tasking
- Professional written and oral communication skills
- Strong work ethic
- Ability to stay on task without direct supervision
- Creative problem solver
- Independent
- Self-motivated
- Client-focused
- Able to effectively prioritize
- *Work Environment and Culture**
As a remote employee, you will have the flexibility to work from the comfort of your own home. However, you will be expected to maintain a dedicated workspace that is free from distractions and interruptions. arenaflex is committed to providing a positive and supportive work environment that encourages collaboration, innovation, and growth.
- *Compensation and Benefits**
arenaflex offers a comprehensive benefits program, including medical, dental, vision, a 401(k) with employer match, and paid time off (including sick time) for all eligible employees. The team can provide more information about compensation and benefits for your specific location during the process.
- *Equal Opportunity Employer**
arenaflex is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.
- *How to Apply**
If you are a motivated and compassionate individual with a passion for delivering exceptional customer service, we invite you to apply for this exciting opportunity. Please submit your application through our website, including your resume and a cover letter outlining your qualifications and experience.
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