What are the responsibilities and job description for the Veterinary Client Service Representative Team Lead position at Agnew Veterinary Hospital/Reproductive Services?
Job Summary
As a Veterinary Client Service Representative Team Lead, you’ll guide a client services team through the daily work of supporting veterinary clients and care teams. You’ll combine hands-on customer service with team management, call center management, and data-driven decision making to keep communication clear, service consistent, and workflows moving. Your impact: By coaching representatives and coordinating with veterinary teams, you help clients get timely, thoughtful support and help care teams stay focused on patient needs.
Duties
- Client Service & Check-In: Greet pet owners and pets warmly, check patients in and out, assist with loading rooms as necessary, generate necessary consent forms, and verify registration details.
- Phone Triage & Scheduling: Manage multi-line phone systems, manage email and digital correspondence, kindly and accurately answer client inquiries, schedule appointments, and triage urgent or emergency cases as needed.
- Administrative & Records: Update practice-management software (EzyVet) with medical records, vaccination histories, payment history, insurance requests, and client notes.
- Financial Processing: As needed, collect payments, process credit/cash transactions, handle basic invoicing, and explain estimates or financing/payment options.
- Lead, supervise, and support representatives handling client questions, appointment requests, and service concerns.
- Coach team members, review service interactions, and address issues with clear, constructive feedback.
- Client Support & Empathy: Communicate calmly and compassionately with owners during high-stress, emotional, or grief-filled situations (such as urgent illness or euthanasia).
- Facility Upkeep: Keep the reception, lobby, client restroom, and waiting areas clean and organized.
- Cross-Functional Help: Assist veterinary technicians or assistants with basic animal handling, medication refills, or prescription call-ins when needed.
Qualifications
- Experience in client services or customer service, including supervising experience or managing teams in a customer support role; customer service management experience is valued.
- Demonstrated leadership, communication skills, client communication, and team management abilities.
- Technical proficiency, CRM system proficiency (EzyVet), and comfort using SOP's to guide decisions.
- Broader management experience are helpful.
Pay: $20.00 - $24.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Flexible schedule
- Flexible spending account
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
Salary : $20 - $24