Customer Service Representative Full Time Or Part Time

WellPet Vets: Customer Service Representatives

Permanent Full-Time or Part-Time

We are looking for an experienced, and dedicated applicant, with a passion for animals to be a part of our call centre located in our head office in Penrith CBD. Our call centre is designed to manage all inbound calls and online enquiries for our group of three veterinary hospitals. To succeed in this role, you must be highly organised, have the ability to problem solve and have exceptional Customer Service skills. 

The Hospitals:

Nepean Animal Hospital, located near the base of the Blue Mountains, is our primary hospital. Established in 2005, it was the first of three hospitals in the WellPet Vets group. Beginning as a single vet and nurse practice, it has since grown to become one of the only permanently staffed, 24-hour hospital in the Greater West.

Mountains Animal Hospital, located in the Blue Mountains was purchased in 2008, this hospital is also home to our 5-star luxury Pet Hotel.

St Clair Animal Hospital, located in St Clair was purchased and fully renovated in 2013, with brand new facilities it has brought a high standard of care to the surrounding suburbs in Western Sydney and continues to grow.

All three of our hospitals boast an extensive array of industry leading equipment. These are utilised across a range of services including; soft tissue and orthopaedic surgery, consultation and preventative care, client educational programs such as puppy preschool, wildlife rehabilitation and care, CT, ultrasonography and radiology, as well as emergency and critical care. All clinics boast a complete IDEXX laboratory suite and can perform a vast array and quantity of in house diagnostics. At Nepean Animal Hospital, as a referral hospital, we see a high volume of complex patients and a large variety of cases. No two days are ever the same!

WellPet has a team of over 70 people, some of whom share their roles across all three Animal Hospitals. At Nepean Animal Hospital overnight, we have a team of 2 vets and 2 nurses dedicated to our emergency service, delivering a high standard of veterinary care.

The Position:

This is a unique and excellent opportunity for a highly motivated individual to become a member of our team of phone-based Customer Service professionals for our animal hospitals. You will be working closely with the team leader and your colleagues to manage all incoming client enquiries via phone and internet whilst upholding a high standard of consistent and friendly service to our clients and their pets. 

Key Responsibilities:

The role:

• Answer a high volume of incoming calls efficiently
• Respond to incoming emails
• Respond to online social media enquiries
• Understand customer's objectives, buying decisions and assist in selecting the right products/services
• Triage and obtain critical information for a variety of enquiries and give support to clients in distress
• Provide our clients with the necessary financial information and explain processes and expectations clearly to avoid confusion.
• Direct calls to the appropriate locations and persons as needed
• Client follow up
• Carry out a variety of administrative tasks for the hospitals such as reporting, data clean up, client follow up, insurance claims, account management and invoice checking.
• Handle customer complaints as per company policy
• Take client product orders
• Manage appointment schedules for the hospitals and take bookings
• Implement Customer Service schemes and services changes as well as marketing strategies as required by the company.
• Meet set targets and KPI’s as outlined by your team leader.

What you have:

• Customer service background
• Certificate IV in Veterinary Nursing or equivalent industry relevant qualification (desirable but not essential)
• Strong written and verbal communication skills
• Have high attention to detail
• The ability to explain complex or technical information in a straight forward manner
• A high level of computer literacy
• An engaging phone manner
• A strong desire to learn new skills
• Flexibility with days and hours

If you would like to become part of our caring and hardworking team, please email your CV with a brief cover letter to Alex Falzon at *******@wellpet.com.au (please put CUSTOMER SERVICE REPRESENTATIVE in the subject line).