What are the responsibilities and job description for the Customer Service Representative Supervisor position at Berkeley Dog & Cat Hospital?
Position Overview :
Responsible for ensuring that clients that come to the hospital are greeted courteously, phones are answered promptly and routed correctly, and client payments are handled per hospital policies and standards. Supervises CSRs for the hospital and serves as a CSR.
Essential Functions :
- Work on the floor alongside the CSR team as a CSR.
- Supervise receptionists, including evaluating performance quarterly, reviewing time time and attendance monthly, holding team member accountable, enforcing company policies and communicating new practices and policies regarding reception duties.
- Conduct in person interviews and make hiring recommendations to the Operations Manager.
- Act as the primary trainer for CSRs; working with the Operations Manager to develop training program.
- Schedule receptionists according to staffing needs adhering to the budget provided by the Operations Manager.
- Coordinate and administer monthly CSR department meetings.
- Partner with Operations Manager to write non-medical hospital protocols.
- Oversee cleaning, stocking, and inventory for CSR department.
- Receive client complaints and concerns regarding reception, escalating issues to Operations Manager, as needed.
- Maintain specialist (non-emergency doctors) scheduling information to allow for proper appointment scheduling.
- Maintain department handbook of policies and procedures.
- Responsible for ensuring accuracy of all appointments scheduled in Cornerstone and holding team accountable for confirming all appointments.
- Ensure daily transactions balance correctly and elevate issues to Operations Manager as needed.
- Process refunds, returns, and credits, as needed.
- Manage hospital facility and CSR support tasks.
Qualifications :
The list of essential functions, as outlined in this job description, is intended to be representative of the tasks performed within this classification. The omission of any job function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.
Pay Range
28-$29 USD
PetVet Care Centers, Inc. is one of the nation's leading operators of veterinary hospitals for companion animals. The company operates over 450 hospitals across multiple states and employs over 11,000 people including over 800 veterinarians. Since its inception, PetVet has been structured around a model that is focused on developing a partnership between the hospitals and the company and providing the highest quality medicine and service.
PetVet is an equal opportunity employer. All employment decisions are made without regard to race, color, age, gender, gender identity or expression, sexual orientation, marital status, pregnancy, religion, citizenship, national origin / ancestry, physical / mental disabilities, military status or any other basis prohibited by law. EOE, M / F / D / V
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Salary : $28 - $29
