Job Details

The Customer Service Representative Lead (CSR Lead) actively recruits new clients and promotes hospital services. They schedule client visits and drives the flow of clients and pets through the hospital to aid the productivity of the veterinary medical team. Ensures good communication with the clients, and coordinates the care of the pets, influencing clients to return and refer their friends and families.

WHAT YOU'LL DO (Essential Functions):

• Foster a culture built on our values: Respect, Learning, Do the Right Thing, WOW Service, and Fun
• Perform Lead duties by providing guidance and expertise on daily activities for the CSRs. Assign duties and monitor execution to ensure service standards are met. Provide insights to the Hospital Administrator regarding the skill level and performance of the CSR team. Responsible for providing training to new CSRs and existing staff including how to effectively screen and triage cases and follow scheduling protocols. Ensure quality and standards of care are adhered to • Assist incoming clients. Document and enter the client's personal information, pet's history, service data, and other pertinent information within the practice management software in an efficient manner
• Answer complex questions from clients on the phone and in person, acting as an initial triage to determine patient's service needs making proper notation of communication in the practice management system. Refer the patient to the appropriate veterinary staff as needed
• Schedule client appointments and follow-up exams. Work with Veterinarian(s) and veterinary staff as needed to ensure optimal scheduling
• Assist outgoing clients by providing all necessary instructions, information, and invoices. Dispense prescription items per the Veterinarian's instructions and sell retail products
• Responsible for cash management including accepting payments for products and services provided. Perform daily reconciliation of the cash drawer and perform necessary payment audits throughout the shift
• Respond to customer complaints in a professional, courteous manner and acts to satisfactorily resolve the problem
• Occasionally assist with the handling and/or restraint of patients during check in/out process and/or during procedures as needed by the medical staff
• Assist the hospital leadership with administrative duties as needed, including but not limited to providing data and creating reports as well as sending reports and medical records to referring DVM providers
• Support a practice environment that promotes collaboration and teamwork and ensure the delivery of quality, compassionate, effective, and efficient health care to pets
• Comply with all practice policies, quality assurance guidelines, and minimum standards of care
• Perform other duties and projects as requested

WHAT WE'RE LOOKING FOR (Essential Qualifications): Education:

• High School Diploma or GED required Experience:
• 3+ years in a lead role in retail sales or customer service required
• Experience in veterinary or medical facility preferred Knowledge, Skills and Ability:
• Strong knowledge of effective customer service principles
• Strong knowledge of medical terminology
• Advanced proficiency with Microsoft Office Suite
• Advanced written, verbal, and active listening communication skills
• Excellent customer relations and interpersonal skills
• Effective conflict resolution skills with experience in defusing stressful situations
• Prioritize work and handle a variety of tasks simultaneously, with frequent interruptions
• Effectively and quickly respond to requests in a proactive manner
• Excellent attention to detail and high level of accuracy

PHYSICAL DEMANDS:

While performing the duties of this job, the team member is regularly required to talk and hear. The team member must frequently use a computer for long periods of time. Specific vision abilities are required to do this job including close vision. This position requires walking and/or standing for long periods of time, bending, reaching, grasping, and repetitive motions. Must be able to lift up to 30 lbs. unassisted, 50 lbs. with assistance. Working environment may be stressful with aggressive, frightened, abused or injured animals that may bite or scratch. Must be able to work flexible hours including evenings and weekends.