What are the responsibilities and job description for the Veterinary Client Service Representative - Lead position at Cypress Creek Pet Care?
Cypress Creek Pet Care is hiring a full-time Lead Client Service Representative (CSR)
Reports to: Practice Manager and Medical Director
Position Overview:
The purpose of this position is to supervise, direct, plan, coordinate, and perform a variety of duties related to customer service. This supports Cypress Creek Pet Care's standards, core values, and processes ensuring quality care for clients and their pets while promoting greater efficiency.
A Lead CSR/Receptionist must have a flexible schedule to meet the needs of Cypress Creek Pet Care. They must be proficient in all CSR daily tasks. The majority of time should be spent doing regular CSR duties. While performing these duties, observe and evaluate other receptionists to guide and assist them. Also remember that the lead is setting an example for all other CSRs. Balance and delegate CSR tasks that can be handled by others and tend to take time away from management duties.
Management duties:
- Creating CSR schedule at least 2 weeks in advance
- Provide instruction and training
- Checking in and touching base with department staff/staff 360 reviews
- Scheduling interviews for candidates when CSR position is open for hire
- Workday management-specific tasks/modules
- Preparing for department meetings and emailing meeting minutes
- Meeting and touching base with Practice Manager and attending Pathway Planning bi-weekly meetings.
- Knowledge of Cypress Creek Pet Care's policies and procedures
- Special pathway planning projects
- Oversee the creation and adjustment of Standard Operating Procedures (SOPs) for CSR department.
Qualifications:
- Minimum of 1-2 years of Customer Service/Receptionist experience in a veterinary hospital. Management experience required.
- Communication skills:
- Direct communication with staff in a positive, empathetic, solution based and supportive manner.
- Customer service communication with clients on the phone and in person with positivity, empathy, and understanding.
- Knowledge of spelling and meaning of commonly used veterinary terminology
- Computer use to include but not be exclusive to Word, Excel, EzyVet, Workday, Vetsource, Jobvite, Sharepoint, and Care Credit software
- Time Management, efficiency and prioritization of CSR and managerial tasks
- Team building and recognition of individual strengths that build a team
Benefits – our care in action
We provide benefits spread comprehensively across your mental, physical, emotional, and financial wellbeing designed to meet your needs as a unique individual. Some key benefits include:
- Paid time off including 8-weeks of full-pay parental leave, bereavement to grieve both humans and pets, and time off for new pet adoptions
- Top quality medical, dental, and vision insurance plus health savings account and flexible spending account
- Pet perks including free exams, discounts on products and services, and more at all Thrive Pet Healthcare locations
- Generously subsidized backup and ongoing care support for children, adults, and pets
- Mental health benefits including coaching and therapy sessions
- 401k with employer contribution and no waiting period
- Continuing education and development support through our library of free CE courses
and so much more!
At Thrive Pet Healthcare, we celebrate and embrace the uniqueness and diversity of all of our team members, pet parents, and pets. We strive to create a diverse, equitable, and inclusive culture where all team members belong and feel empowered.
