Lead Veterinary Client Service Representative

4 weeks ago

Palm Beach Gardens, Florida, United States Ethos Veterinary Health Full time
About the Role

We are seeking a highly skilled and experienced Lead Client Service Representative to join our team at Ethos Veterinary Health. As a key member of our Client Service team, you will be responsible for providing exceptional customer service to our clients and their pets, while also mentoring and guiding our CSR team to ensure they have the necessary training and resources to succeed.

Responsibilities
  • Assist the Operations Managers in promoting and maintaining exceptional customer service by ensuring that the entire CSR team has adequate training and resources necessary to be successful.
  • Participate in the recruitment and interview process with Operations Managers, developing, maintaining and updating training procedures, developing and implementing new standard operating procedures to be utilized by the entire CSR team, to ensure that all current and newly hired CSR staff members are trained and knowledgeable in all areas of the hospital.
  • Provide mentoring, counseling and development of team members with the Operations Managers, including participating in corrective action processes, assessments, and regular reviews of the CSR team.
  • Maintain high visibility within the CSR team daily and assist with scheduling and aiding in adequate staffing of the team to ensure efficiency based on customer flow and volumes, while promoting the maintenance of effective communication among all departments within the hospital.
Requirements
  • 2+ years of Veterinary Customer Service Experience; management experience preferred.
  • Demonstrated professionalism in all interactions and transactions, and experience with de-escalation of difficult and stressful client or employee situations in a respectful and professional manner.
  • Ability to promote effective communication between the CSR team, doctors and technical staff.
  • Ability to be flexible and adjust to a consistently changing environment, with a desire to grow and adapt within the hospital and professional field.
About Us

Ethos Veterinary Health is a dynamic and growing community of veterinary hospitals, offering a fast-paced and collaborative work environment. We are committed to providing exceptional care to our patients and their families, while also fostering a culture of teamwork, learning, and growth among our team members.

We offer a comprehensive benefits program, including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees. We are an equal opportunity employer and welcome applications from qualified candidates who share our values and commitment to excellence.

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