Description
Make a difference in hundreds of lives a week! We are looking for a dedicated, self-driven individual who can help our teams and our clients with medical advice and que stions on our online chat platform . This position is a great opportunity for Assistants, Technicians, and RVTs to utilize their medical skills and knowledge to help patients online. This wi ll be a ver y busy and demanding role that is customer service focused and heavy on CSR responsibilities .
C hat Operator Responsibilities
As a member of our Chat Team your responsibilities will includ e:
Offer genuine client service while assisting our clients via chat or phone.
Keep a positive attitude for your remote team members, Adobe team members , and our clients.
Work as a team to give our clients the best customer service possible.
Have e xcellent communication skills (written and oral).
Manage high volume chat system. Accurately and efficiently answer chats and assist w ith phone calls as needed .
Schedule appointments for 20+ doctors which work in multiple locations that see different types of animals. Also schedule Technician appointments for vaccines, nail trims, blood draws, anal glands, etc.
Have a great phone and chat voice (interactive, positive, calming).
Work well within the CSR team and with the other departments in our hospital.
Be detail oriented : Collect correct client / patient information, relay correct information to doctors/ technicians/ other departments, type notes in patient records, give accurate information to our clients.
Review and transcribe doctor voice mail messages at v arious times throughout the day .
Correct appointments as needed and f ollow up with team members and manager about incorrect appointments .
C ontact clients for doctors or techs as needed .
C ontact no show appointments for reschedul i n g .
Additional projects will be added as training and aptitude allow .
Expectations Unique to Remote Position
• Remain l ogged in and reachable by Adobe staff email and Microsoft Teams throughout shift.
• Clearly communicate with direct manager using Microsoft Teams , Email, Phone, or Vocera .
• For the first month: weekly o n l i n e 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 Service s team .
• Keep detailed daily log of all equipment complications. Email to IT Manager and Direct Manager at the end of shift.
• Follow all Adobe Animal Hospital polic ies including attendance and tardy policies.
• Ability to trouble shoot basic computer, internet, chat , and phone issues as they arise.
Qualifications
Workspace and environment requirements
• Dedicated work desk that will accommodate a desktop computer and full-size phone .
• Adequate internet connection. IT will assist with this and let you know the specifications.
• Distraction free work environment just like you were working in the hospital. A remote position is not a substitute for child or elder care.
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
Requirements for Applying
Minimum of two years p revious 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
Pay Range
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