GARS is a multidisciplinary small animal referral hospital staffed 24/7 with onsite specialists in Surgery, Emergency & Critical Care and Internal Medicine, supported by specialists in oncology and diagnostic imaging, residents, interns, reception and nursing staff.
The GARS vision is to be Victoria’s leading referral centre. We have recruited staff with a view to achieving this goal. The hospital is new, purpose-built, proudly independent and privately owned. Located in Newtown, Geelong, the hospital occupies a tranquil part of the city, immediately surrounded by beautiful green spaces, overlooking the Barwon River, Balyang Sanctuary and Balyang Golf Course. The facility boasts its own private outdoor space with lawns overlooking the golf course and river for our staff and patients to enjoy. It is equipped with four consulting rooms, a chemotherapy room, a large central treatment area and separate MRI, ultrasound/endoscopy, minimally invasive fluoroscopy and CT suites.
Our staff are considered experts in their field and industry leaders. We are completely focused on our team, including every current and future member. We value development and reward our staff with CPD available to all. We are dedicated to ensuring an appropriate work-life balance for all staff. If you wish to join our team, that means you also are driven to achieving the highest possible standards of patient care and wish to work within a facility where staff excel at their job within a fun, inclusive and exceptional workspace.
We are looking for people who truly value teamwork and would like to join the GARS family, determined to take their career to the next level.
About the area
GARS is very fortunate to have the Barwon River, Balyang Golf Course and Balyang Sanctuary with their natural green spaces, including bike and walking paths, right on our front doorstep. The popular cafes, restaurants and bars of Pakington Street and Geelong CBD are only minutes away. The outstanding wineries and distilleries of the Bellarine Peninsula and beautiful beaches of the Surf Coast and famous Great Ocean Road are less than 25 minutes away. Transport links are excellent, with South Geelong train station less than 3 km from the hospital, and the Spirit of Tasmania ferry terminal and Avalon Airport 15 and 25 minutes from the hospital respectively. Major arterials are also close by, offering fast and easy connections to Melbourne and Victoria’s north, west and south.
About the role
The Customer Service Representative role is pivotal to the smooth and professional operation of Geelong Animal Referral Services (GARS). This role is the first point of contact for everyone entering the hospital, including patients. The role requires the ability to deliver an exceptional customer service experience whilst demonstrating compassion, sensitivity and understanding to our referring veterinarians, clients, patients and colleagues.
- Deliver outstanding customer service and care to all referring veterinarians, clients and patients
- Communicate effectively with referring veterinarians from across the state to facilitate new and potential referrals
- Provide accurate and regular updates to clients and referring veterinarians on patient progress
- Respond effectively to any questions, queries or concerns from clients and referring veterinarians following a patient’s consultation
- Schedule and manage appointments for multiple veterinary specialists from all departments
- Provide administrative support to all hospital staff, including veterinarians and hospital management
- Perform end-of-day reconciliation
- Process pet insurance claims
- Process payments across various payment platforms (including cash, card, VetPay, Afterpay etc.)
- Maintain a high standard of cleanliness within the reception/waiting area and consultation rooms
- Work closely with and provide professional support to other customer service staff
- Provide compassionate support to clients and make arrangements for the aftercare of deceased pets (i.e. arranging cremation services and keepsakes requested by clients)
About you
Qualifications
Essential
- Experience working in a medical or veterinary practice
- Excellent computer literacy
- Customer service experience in a fast-paced organisation
- Exceptional time management and organisational skills
- Excellent written and verbal communication skills
- Strong problem-solving skills
- Passion for delivering outstanding customer service and memorable customer experiences
- Enthusiastic and positive “can do” attitude
- Ability to thrive in a team environment, whilst also being self-driven and capable of working autonomously
- Available to rotate through rostered weekends
Desirable
- Knowledge of ezyVet is desirable but not essential
Demonstrated Behaviours and Personal Attributes
- Passion for delivering the highest standard of customer care
- Ability to thrive in a team environment
- Self-driven with an ability to work autonomously
- Excellent communication skills
- Strong work ethic
- Commitment to the culture and values of the business
- Honest, reliable and loyal character
What we can offer you
- Competitive remuneration commensurate with experience
- Opportunity to join a fun, friendly and highly efficient team
- Work from a truly beautiful facility
- An employer that aims to facilitate work-life balance for all staff
- Support to develop your skills and advance your career along your chosen path
- A caring and supportive environment that focuses on staff wellness and positive workplace culture
- Industry-leading discounts for staff pets
For further information or to apply for this position, please email your cover letter and resume to dkeirs@garsvets.com.au and ealleyn@garsvets.com.au.
