Customer Service Lead

**VCA Companion Animal Medical Center** is seeking a **Lead Client Service Representative** to join our leadership team VCA Companion Animal Medical Center is a well-established veterinary clinic located in the heart of Downtown Carmel. We have a strong client base and a highly skilled, long-term team of associates. If you have at least 3-5 years of veterinary CSR experience and are looking to grow within your position, please review the job description below and apply **Job Summary:** Coordinate and oversee activities of the front office and front office team members to ensure compassionate and professional care to patients and clients while ensuring an effective and efficient front office work flow. **Knowledge, Skills, and Abilities:** + Excellent client service skills + Excellent phone skills + Computer skills + Must be friendly, outgoing and “people-oriented” + Excellent communication skills + Ability to work in a team-oriented environment + Well-groomed, organized and detail oriented + Ability to take direction + Ability to handle money accurately and honestly + Possession of sound decision-making skills and the ability to multitask while working in a stressful environment + Perform all other duties as assigned **Education and Experience:** + High School Diploma + Experience working with the public + 3-5 years’ experience in a veterinary hospital or other doctor’s office **Physical Requirements:** + Dependable attendance is required + Any allergies to animals must be controllable through medication + Must be able to lift 40 pounds + Must be willing to work long or irregular hours under conditions of pressure + Ability to walk, bend, stand and reach constantly during a minimum 8-hour shift + Possession of visual acuity sufficient to maintain accurate records, recognize people and understand written directions + Ability to speak and hear sufficiently to understand and give information in person and over the telephone + Fine motor skills adequate for utilizing office equipment such as computers, telephones, copiers, fax machines, etc. The following is a list of essential job requirements. This list may be revised at any time and additional duties not listed here may be assigned as needed. Job functions and job responsibility include: **Client Service:** + Answer phone promptly, utilizing excellent telephone etiquette + Encourage the client to make an appointment if the pet has any problem that is concerning to either the client or you + Refuse to diagnose pet health care problems over the telephone + Schedule appointments and other patient visits, including re-check appointments, surgeries and drop-offs + Call clients to confirm appointments and reschedule any missed appointments + Serve as an “ambassador,” creating and maintaining goodwill for the hospital + Ensure that clients and pets feel welcome and comfortable in waiting and/or exam rooms + Send client cards and letters such as thank you notes, welcome cards and sympathy cards + Quickly understand client needs and initiate the process of meeting those needs + Handle client complaints with concern and diplomacy + If there is a delay in schedules, keep clients informed of the expected waiting time + Explain prescription directions to clients + Inform new clients about services + Prepare, distribute, and explain client education materials + Understand, participate, promote, and support planned VCA marketing events and programs + Know enough about general animal husbandry and pet care to be able to educate clients and to answer non-medical questions that the client may have or to inform them of things their pet may need such as: + Dietary requirements and feeding schedules + Housebreaking + Vaccines + Heartworm prevention + Flea and tick prevention/control **Maintain charts and computer records:** + Keep charts and computer records updated with current client and patient information + Prepare charts for new clients and patients + Prepare charts for patients prior to appointment including all necessary forms, authorizations and instructions as necessary + Handwriting must be neat and legible + Open an order or start an invoice as each client enters the hospital. Recommend any needed services + Calculate client’s invoice and collect payment + File digital charts appropriately + Do routine computer reports and backups **Housekeeping/Maintenance/Cleanliness:** + Verify that the front desk, reception area, waiting areas and exam rooms are always neat and clean + Periodically check the outside of the hospital for feces, urine, etc. and keep clean and neat. Also examine glass doors and windows for smudges and clean when necessary + Keep the client refreshment area in the hospital stocked, operational, neat and clean at all times + Keep your appearance neat and clean + Wear your name-tag and a clean, pressed uniform at all times + Keep the waiting area, reading and educational materials current and orderly **Financial Responsibilities:** + Verify that all provided services and/or products have been accurately entered in the computer on the client’s order/invoice + Generate, present and explain fee estimates for treatment/surgery to clients + Collect deposits and payments for services at the time they are rendered + Ensure that clients pay their bill before they leave the hospital + Follow appropriate protocol, i.e. credit applications or promissory notes (with approval by veterinarian) in cases where clients cannot pay their balance at the time of dismissal + Balance the cash drawer with the computer summary report accurately + Prepare deposit slips and/or cash balancing worksheet for the daily bank deposit as directed by the Hospital Manager + Always keep cash/checks etc. secure **Lead Duties:** + Oversee front office team + Handle all scheduling mishaps that may arise + Give team members constructive feedback + Evaluate performance of front office team members and conduct verbal and written performance evaluations + Give direction and create goals + Create front office staff schedules + Assist with interviews + Conduct orientation and training of front office policies and procedures + Maintain adequate front office supplies. Ensure supply purchases are cost efficient and within the budget. + Open and sort office mail + Attend Leadership Meetings with hospital Leadership Team. Assist with staff meetings as needed + Ensure all employee records remain confidential + Practice the principles of the VCA Mission Statement, Three Steps of Service, and VCA Standards of Client Service in the daily performance of job duties VCA Animal Hospitals offers a competitive compensation and benefits package including Medical/Dental/Vision insurance, 401(k) retirement plan, pet care discounts, paid vacation, holidays and sick days, and health and well-being programs that provide resources and training. Compensation is negotiable based on education, experience, and other relevant credentials. **If you are a current associate, you will need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.** **Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more** **The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development)** **We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at** **vcacareers.com**