Job Description

Chat Operator

Make a difference in hundreds of lives a week! We are looking for a dedicated, full-time, self-driven individual who can help our teams and our clients with medical advice and questions 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 will be a very busy and demanding role that is customer service focused and heavy on CSR responsibilities.

Chat Operator Responsibilities

As a member of our Chat Team your responsibilities will include:

• 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 excellent communication skills (written and oral).
• Manage high volume chat system. Accurately and efficiently answer chats and assist with 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 various times throughout the day.
• Correct appointments as needed and follow up with team members and manager about incorrect appointments.
• Contact clients for doctors or techs as needed.
• Contact no show appointments for rescheduling.
• Additional projects will be added as training and aptitude allow.

Expectations Unique to Remote Position

This is a full-time position of 40 hours/week - MUST BE AVAILABLE SATURDAYS

Remain logged 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 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 Adobe Animal Hospital policies including attendance and tardy policies.

Ability to troubleshoot 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 previous veterinary medical experience as an Assistant, Technician, or RVT
• Must be able to work 40 hours/week
• 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 in an environment without distractions
• Must be available to work one weekend day per week, and 2+ holidays per year
• Must live within 3 hours of main hospital in Los Altos

Pay Range

The base hourly range for this position is $22.00 - $24.00. Our pay ranges are primarily determined by role, level, and location. The range provided for each job posting reflects the minimum and maximum target for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

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