Lead Customer Service Representative at Lakefield Veterinary Group

Position Summary

The Customer Service Representative Lead (CSR) 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. This position acts as a Lead and provides guidance and

training to the CSRs at the hospital.

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 pet’s history, service data, and other
  
  

pertinent information within the practice management software

• Answer complex questions from clients on the phone and in person, acting as an initial
  
  

triage to determine patient’s service needs. 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

• Respond to customer complaints in a professional, courteous manner and acts to
  
  

satisfactorily resolve the problem

• Assist the hospital leadership with administrative duties as needed, including but not
  
  

limited to providing data and creating reports

• 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
  
  

Education

WHAT WE’RE LOOKING FOR (Essential Qualifications):

• 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.

Supervisory Responsibilities

Supervisory responsibility, along with the Hospital Administrator, for Customer Service

Representatives