The primary duty of the Customer Service Rep and Scheduler is to answer the phone, direct the
calls to the appropriate people, and schedule appointments for the Bredel Veterinary Care
Center, the Bed ‘n Bark Inn, and MuttWorks. This is a position that requires excellent phone
manners and the ability to coordinate with various staff members, including the respective
managers and veterinarians. In addition, the position requires upselling of services and taking
reservations, and answering questions for events and services. All appointments are scheduled
in Cornerstone, which is the organization’s management software.
Responsibilities:
Scheduling all the appointments for the different areas of the HART Center. Learning to use Cornerstone
effectively to be able to schedule appointments while the client is on the phone.
When a problem persists regarding a booked schedule or when a client shows up late for an
appointment, the scheduler has to find solutions to clear up the problem. If a client does not show up
for an appointment, the scheduler has to notify the appropriate manager about adjusting the schedule.
The Customer Service Rep sets up follow-up appointments for clients when they are required by the
appropriate manager.
Customer Service Reps may have to perform administrative duties at the request of the Administrator.
Responsibilities consist of maintaining the appointment entries, coordinating meetings with all
managers to confirm that all procedures are being followed for scheduling appointments and informing
each department of the daily schedule at the beginning of each shift, printing daily appointment reports
for each department, dealing with faxes coming into the office and communicating with other
departments
Extending good customer service is a major job role of customer service reps and schedulers. How they
talk with customers and handle them can influence their perception of the organization. Appointment
schedulers greet customers entering the reception cordially and guide them to the relevant location
depending on their purpose of their visit. They answer customer queries regarding the organization and
its services and employees. In case of grievances, they take appropriate action for issue resolution.
- Knowledge, Skills, and Abilities
Minimally a high school diploma or equivalent; neatness and attention to detail; familiarity with basic
word processing computer software skills and an ability to learn the Cornerstone software used by the
Center; good spelling; and excellent interpersonal skills. This is a job role that requires some physical and
mental skills. This is mostly a sedentary behind-the-desk position. Good speaking and hearing abilities
are important to be able to handle telephonic communication. English language skills are essential for
communication. Listening skills and a positive way of looking at people and situations are immensely
helpful to handle customers and fellow staff. The individual must be a team player as well as capable of
working independently.
Prior knowledge of HART for Animals goals is preferred but not required for this position.
Equal Employment Opportunity
It is the policy of HART for Animals to afford equal opportunities to all applicants and employees
regardless of race, color, religion, sex, national origin, age, non-disqualifying disability,
or status as a disabled or Vietnam era veteran.
