Lead Client Service Representative

Benefits:

• 401(k)
• 401(k) matching
• Bonus based on performance
• Competitive salary
• Dental insurance
• Employee discounts
• Free uniforms
• Health insurance
• Paid time off
• Parental leave
• Training & development
• Vision insurance

Join Our Team as a Lead Client Service Representative
Headline: Guide Front Desk Operations and Elevate Client Experiences

Are you an experienced veterinary receptionist with a talent for leadership? We are seeking a Lead Client Service Representative to manage the front desk operations of our veterinary rehabilitation practice. In this role, you’ll provide exceptional client care while leading a team, ensuring smooth daily operations, and supporting practice growth. This is a full-time, hourly position with occasional overtime and the following schedule: Mon: 11am-7pm, Tues: 10am-6pm, Wed: 11am-7pm, Thurs: 10am-6pm, Fri: 9am-5pm

Benefits/Perks

• Competitive Salary: Based on experience and qualifications
• Professional Growth: We prioritize our teams' growth and development, offering opportunities for professional development assistance and certifications
• Work/Life Balance: A schedule and generous PTO package that lets you enjoy a positive work/life balance so you can excel at work while also taking time for yourself.
• A Comprehensive Benefits Package: Our full-time employees receive a robust package including health, dental, and vision insurance, short-term and long-term disability, life insurance, critical illness, and accident coverage.
• Investment in Your Future: A 401k Retirement plan with employer match.
• Additional Perks: Take advantage of our Employee Assistance Program (EAP), Paid Time Off (PTO), paid holidays, paid parental leave, and a bi-annual performance-based bonus program.

Why This Role is a Great Opportunity

• Lead with Impact: Oversee front desk operations, ensuring positive client experiences.
• Develop Your Team: Mentor, coach, and provide feedback to the client service team.
• Collaborate and Grow: Partner with practice leadership to achieve operational and business goals.

Why Join Us?
At our practice, client service is at the heart of what we do. As the Lead Client Service Representative, you’ll play a pivotal role in creating a welcoming environment, fostering teamwork, and driving operational efficiency. This position offers the chance to grow your leadership skills in a supportive, animal-focused setting.

Key Responsibilities

• Client Relationship Management:
  • Supervise the front desk team to ensure positive client experiences.
  • Address client concerns and resolve issues proactively.
  • Escalate any significant team or client issues or concerns to Practice Manager (PM) for guidance and resolution.
  • Maintain, improve, and develop client engagement and communication initiatives that result in excellent customer service.
• Human Resources:
  • Serve as the direct leader, supervisor, and trainer of the CSR team.
  • Support recruitment, onboarding, and training of new CSRs.
  • Provide feedback, coaching, and performance evaluations for the CSR team.
  • Manage scheduling to ensure adequate front desk coverage.
• Facility Operations:
  • Ensure that the lobby and client-facing areas of the clinic are clean, safe, and hospitable.
  • Oversee, lead and/or support maintenance of office equipment, computer, printers, and files. Inform management of repair needs.
  • Oversee and maintain client reminders and communications systems.
  • In collaboration with other leads, oversee and coordinate daily patient appointment schedule.
  • Ensure non-medical client and patient information is updated and maintained appropriately in EzyVet.
  • In collaboration with PM and other Leads, assist with the oversight of the inventory control system to assure adequate stocks of supplies are available, plan and execute periodic inventory counts.
  • Ensure that all retail items are stocked, priced and orderly.
  • In collaboration with PM and other leads, support activities necessary to be compliant with critical safety regulations (e.g. OSHA).
• Finance:
  • Reconcile transactions, manage cash handling, and assist with accounts payable.
  • Audit invoices and resolve discrepancies with staff and clients.
  • Monitor discounts and refunds for compliance with policies.
• Marketing:
  • Support marketing initiatives and participate in community events as needed.
  • Ensure the availability and upkeep of client education materials.
• Leadership and Communication:
  • Assists in the management, delegation, and prioritization of workflow for the CSR team.
  • Supports a positive and healthy work environment and culture.
  • Actively engages in practice team meetings, lead CSR team meetings.
  • Promotes continuous quality improvement.
  • Upholds all practice clinical policies and procedures.

Skills and Qualifications

• Required Skills:
  • At least two years of experience in veterinary reception and/or training or equivalent combination of education and experience.
  • Strong communication skills with a focus on client satisfaction.
  • Proficiency in practice management software (EzyVet a plus) and Microsoft Office Suite.
  • Exceptional organizational skills and attention to detail.
  • Ability to manage a team and provide constructive feedback that translates into improvements.
  • Knowledge of veterinary terminology.
• Preferred Soft Skills:
  • Collaborative, with a positive and supportive attitude.
  • Ability to resolve conflicts diplomatically and professionally.
  • Strong multitasking skills and ability to prioritize in a fast-paced environment.
  • Passion for animals and commitment to exceptional client care.

Apply Today
If you are ready to lead a team and make a meaningful impact at the heart of our practice, we invite you to apply. Join us in providing outstanding service to pets and their families, ensuring that every client interaction reflects our commitment to care and excellence.