Join Our Team at Hannah Pet Hospital!
Are you passionate about delivering exceptional customer service and building strong relationships? Do you thrive in a fast-paced environment where you can make a difference every day? Do your co-workers refer to you as a Customer Service Super Star? Hannah Pet Hospitals is looking for compassionate and dedicated individuals to join our team as Member Advocates!
As a Member Advocate, you will play a critical role in supporting our Members and their Pets by providing outstanding customer service, resolving concerns, and ensuring a seamless and positive experience.
Key Responsibilities:
- Provide high-quality service to Members by resolving inquiries, disputes, and service issues with care and professionalism.
- Schedule appointments and triage medical concerns, routing them to the appropriate team or medical professional.
· Manage all billing-related communications, providing timely and accurate responses to inquiries about account status, payment arrangements, and billing discrepancies.
· Proactively handle declined payment reports by executing follow-up calls, rerunning transactions, and sending text messages and emails to resolve outstanding issues.
· Negotiate with Members to resolve disputes and retain their business.
- Process cancellations while striving to retain Members whenever possible.
- Collaborate with other departments to resolve complex issues requiring cross-team input.
- Support Member retention efforts by implementing strategies and collecting feedback to improve satisfaction.
· Maintain a compassionate and professional approach to sensitive issues such as pet loss or financial hardship.
· Adhere to company policies, upholding ethical standards in all interactions and ensuring compliance with relevant laws and regulations.
Qualifications:
- Education: High school diploma or equivalent; college degree preferred.
Experience:
- Previous customer service, call center, or billing experience preferred.
- Experience in veterinary or healthcare settings is a plus.
Skills:
- Exceptional communication and problem-solving skills.
- Ability to remain calm and professional in a fast-paced environment.
- Strong multitasking and organizational abilities.
- Proficiency in using office software (e.g., Microsoft Office Suite) and CRM systems.
Physical Requirements:
- Ability to sit for extended periods while working at a computer.
- Manual dexterity for typing and using office equipment.
- Clear speech and hearing for phone communication.
What We Offer:
- Competitive salary and benefits package.
- Opportunities for growth and development.
- A supportive and collaborative work environment.
- The chance to make a meaningful impact on the lives of Pets and their families.
