Client Services Representative

Job description

Posting Details

Posting NumberS05277PWorking TitleClient Services RepresentativeDepartmentVet Med Athens Diagnostic LaboratoryAbout the University of Georgia

The University of Georgia (UGA), a land-grant and sea-grant university with statewide commitments and responsibilities is the state’s oldest, most comprehensive, and most diversified institution of higher education ( UGA is currently ranked among the top 20 public universities in U.S. News & World Report. The University’s main campus is located in Athens, approximately 65 miles northeast of Atlanta, with extended campuses in Atlanta, Griffin, Gwinnett, and Tifton. UGA was founded in 1785 by the Georgia General Assembly as the first state-chartered University in the country. UGA employs approximately 1,800 full-time instructional faculty and more than 7,600 full-time staff. The University’s enrollment exceeds 36,000 students including over 27,500 undergraduates and over 8,500 graduate and professional students. Academic programs reside in 17 schools and colleges, as well as a medical partnership with Augusta University housed on the UGA Health Sciences Campus in Athens.

About the College/Unit/Department

The University of Georgia College of Veterinary Medicine, founded in 1946, is dedicated to training future veterinarians, providing services to animal owners and veterinarians, and conducting investigations to improve the health of animals as well as people. The college benefits pets and their owners, food-producing animals, and wildlife by offering the highest quality hospital and diagnostic laboratory services. Equipped with the most technologically advanced facilities located on a university campus, the college is dedicated to safeguarding public health by studying emerging infectious diseases that affect both animal and human health.
The College of Veterinary Medicine values all members of the university community, recognizing that differences in experience and culture can only lead to a more well-rounded, accepting academic environment. We have an expectation that all employees will demonstrate a contribution to diversity and inclusion as embodied in our Principles of Community.

College/Unit/Department websiteUGAVETLAB.ORGPosting TypeExternalRetirement PlanTRSEmployment TypeEmployeeBenefits EligibilityBenefits EligibleFull/Part timeFull TimeWork ScheduleAdditional Schedule Information

Monday – Friday 8a-5p; occasional weekend or holiday work

Advertised SalaryNegotiablePosting Date10/07/2020Open until filledYesClosing DateProposed Starting Date11/02/2020Special Instructions to ApplicantsLocation of VacancyAthens Area EEO Policy Statement

The University of Georgia is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ethnicity, age, genetic information, disability, gender identity, sexual orientation or protected veteran status. Persons needing accommodations or assistance with the accessibility of materials related to this search are encouraged to contact Central HR ([email protected]).

Classification TitleOffice/Clerical AssistantFLSANon-ExemptJob FamilyAdministrativeFTE1.00Minimum Qualifications

Requires are least a high school diploma or equivalent. Please contact your Human Resources office for an evaluation of education/experience in lieu of the required minimum qualifications.

Preferred Qualifications

Veterinary or Medical office experience preferred.
2+ years customer service experience.
Experienced problem-solver working independently, learn LIMS system and lab test information, and accurately relay information to clients.

Position Summary

In this comprehensive position, the client services representative will be the first point of contact (via telephone and in person) for all clients of the Athens Veterinary Diagnostic Laboratory. This incumbent will courteously and efficiently handle and/or route client inquiries and concerns to the appropriate areas with the lab or University. This incumbent will also conduct technical administrative work in the collection, maintenance and distribution of administrative data used to produce reports which require analysis and comparisons. Lastly, this incumbent will assist the Accounting/Administrative Team and Director with administrative tasks.

Knowledge, Skills, Abilities and/or Competencies

Communications skills: Communicate verbally in a friendly and non-confrontational manner. Multi-task and communicate effectively in writing.
-Computer/Equipment knowledge and skills: Knowledge of general computer software, including Word, Excel & Acrobat.
Familiarity with multi-line phone and standard office equipment (copier, scanner, fax).
-Organizational skills: Extremely reliable, Effectively interact with various personalities, and Work well under pressure and in stressful situations.
-Quality assurance and quality control: Attention to detail and handling sensitive/confidential information.
-Technical laboratory knowledge: Knowledge of medical terminology.
-Administrative skills: Knowledge of accounting and bookkeeping principles, practices, and procedures.

Physical Demands

Normal for a standard office environment.

Is driving a responsibility of this position?NoIs this a Position of Trust?YesDoes this position have operation, access, or control of financial resources?NoDoes this position require a P-Card? NoIs having a P-Card an essential function of this position? NoDoes this position have direct interaction or care of children under the age of 18 or direct patient care?NoDoes this position have Security Access (e.g., public safety, IT security, personnel records, patient records, or access to chemicals and medications)YesCredit and P-Card policy

Be advised a credit check will be required for all positions with financial responsibilities. For additional information about the credit check criteria, visit the UGA Credit Background Check website.



CSR – serve as the client services representative for the Athens Veterinary Diagnostic Laboratory
•Receive in-coming calls to the Laboratory and route calls to other faculty and staff as needed
•Accurately record voice messages and promptly remit to appropriate staff members
•Provide answers to client questions on general matters such as test schedules, fees, etc.
•Maintain a log of all incoming phone calls
•Maintain the answering machine to assure that the appropriate greeting message is recorded at the end of each day
•Greet onsite visitors and clients, directing them where to drop samples or to the appropriate person or departments
•Monitor and maintain AVDL email address when covering phones. This includes responding to any emails from clients, forwarding test results to appropriate staff, addressing failed fax and failed email report messages promptly
•Answer any chats coming in from website chat function
•Package and send supplies to clients including UPS labels, Specimen bags, Courier drop boxes, and BVD kits
•Process credit card payments from client and maintain daily credit card log
•Set-up new client accounts for online results/ bill payment access
•Assist clients with use of online account system

Percentage of time70Duties/Responsibilities

Administrative duties
•Enter UPS charges, outside lab charges, and courier charges on client accounts
•Assist with contacting clients by phone to collect on accounts with a balance over 30 days
•Maintain AVDL listserv, birthday list, and employee contact list as new employees arrive or employees depart
•In consultation with Administrative Manager, plan and organize laboratory social functions such as birthday celebrations and various holiday parties
•Perform other business-related tasks as assigned by the Administrative Manager or the Director

Percentage of time20Duties/Responsibilities

Ancillary Administrative/Laboratory Support
•Enter submission information and results into VetView as directed by the Case Manager, Business Manager or Administrative Manager

Percentage of time10Posting Specific Questions

Required fields are indicated with an asterisk (*).

    Applicant DocumentsRequired Documents
    1. Resume/CV
    2. Cover Letter
    Optional Documents




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      Job No:
      Posted: 10/8/2020
      Application Due: 1/6/2021
      Work Type: