Trying Different Hats: A Recap of My Marketing Internship

Client Liaison Rabecca Hoskins-Williams spent a few weeks in the DoveLewis Marketing department. Here are a few memorable learning moments she gained from her experience!

My name is Rabecca and I am a Client Service Liaison at DoveLewis. I was hired on as a CSR one year ago through a temp agency and decided to stay on as a permanent employee. In my role, I support the CSR team by acting as the point person for clients in our lobby. This allows the CSR team to focus on incoming clients and manage the phones, among their other numerous responsibilities. I try to develop a rapport with clients from the moment they walk through our doors. I regularly help with pet registration paperwork, provide updates about their pet, and answer questions during their visit.

I recently had the opportunity to intern with the DoveLewis marketing department. I spent two weeks learning about how we as an organization communicate with members of our community and support clients long after they leave the hospital. I was also able to spend time with the atDove team, learning about the atDove product and resources that are available for veterinary professionals. Below are three things I learned during my internship! 

Learning #1: atDove is a global resource.

I wasn’t fully aware of just how many veterinary professionals use atDove on a regular basis - there are 30,000+ members! One of my favorite facts I learned was that atDove started out as a small, local resource in the Portland community. But, over the last 10 years, has grown to incorporate members in numerous countries and time zones. Within my two-week internship, I learned about how video content is developed using real patients from our hospital floor and features so many of our amazing staff members. It’s a great resource for anyone who is looking to grow in this field, whether you are a veterinarian, technician, manager, or work at the front desk. 

Learning #2: Everyone has unique skills they bring to the table. 

Over the two weeks, I was in the marketing department, I was able to shadow every person on the team. This ranged from our Graphics Designer, our Brand Marketing Specialist, and the Account Executive. Through shadowing their roles, I was able to get an understanding of the tasks they do on a day-to-day basis, how they work together as a team, and how they work independently. While each person has their own responsibilities, I was impressed to see them come together as they worked on team projects. Each person was able to contribute and utilize their unique strengths, which makes for a well-rounded discussion. We did a handful of brainstorming projects, which was fun to see everyone’s ideas come together. I’m excited that I was able to play a role in these projects and give unique perspectives from a Client Liaison’s point of view!

Learning #3: There is a lot to learn about customer behavior. 

One of the tools I was able to learn about is a software called HubSpot. The atDove team uses HubSpot to communicate more effectively with its members- both on an individual level and in large groups. We can learn what educational events a person has attended, what content topics interest them, and keep track of any support tickets that have been submitted. I really enjoyed learning about this because it means that our communications (emails, phone calls, postcards, etc.) can be targeted specifically toward what individuals are looking for. It also means that we can learn what content topics are in most demand, and then create them to support ongoing learning!

In my two weeks in the marketing department, I was able to learn a lot about DoveLewis as an organization. But my favorite part was learning about the team members themselves! I recommend that if you work in an organization where you don’t know everyone, take time to introduce yourself and ask questions! You never know what you might learn.