Veterinary Client Service Lead

GENERAL PURPOSE:

The Client Service Lead provides high quality client service to customers to ensure smooth flow of through effectively managing a team of client service representatives and technicians. He/she will provide high quality customer service that meets or exceeds the expectations of our clients. They will support the doctors and support staff by acting as an interface for clients. He/she will look for ways to continually improve the delivery of services to our clients to ensure that clients are treated with respect and compassion.

ESSENTIAL JOB FUNCTIONS:

In addition to functioning as a Client Service Representative or Client Service Technician, the Client Service Lead will:

· Work in collaboration with location SOM to effectively manage DVSC operations at each location

· Manage the work function of all Client Services employees at their location

· Coordinate the Client Service staff schedules at location

· Coordinate coverage on short staff days for PTO, call outs, etc. Provide fill-in support when necessary

· Lead annual performance reviews for Client Service staff and provide regular performance feedback

· Work in collaboration with other CS Leads and Hospital Director to create and/or edit client services policies and workflows

· Enforce all DVSC and Ethos policies and procedures

· Lead the planning and execution of Veterinary Receptionist Week at their location

· Provide necessary coaching to all Client Service employees

· Work in collaboration with HR on any disciplinary action for employees

· Coordinate and assist with training and onboarding of all new staff

· Address client services issues presented by DVMs and other DVSC staff

· Ensure client complaints are addressed in a timely and appropriate manner, escalating to Hospital Director when needed

· Resolve conflicts and issue appropriate disciplinary actions

Financial Responsibilities

· Process client refund checks

· Collect location Credit Card receipts

· Ensure End of Day closeout is run and posted by 9:00am the following business day

· Ensure open invoices are completed and closed by the end of month

Physical Requirements

The physical demands described here are representative of those that should be met by an

employee to successfully perform the essential functions of this position. Reasonable

accommodations may be made to enable individuals with disabilities to perform the essential

job functions.

Amount of Time Spent on Task

Task None Less than 1/3 1/3 to 2/3 More than 2/3

Stand X

Walk X

Sit X

Use hands and fingers X

Climb or balance X

Stoop, kneel, crouch, or crawl X

Talk or hear X

Taste or smell X

The job requires the following lifting requirements and/or exerted force be performed on the job.

Amount of Time Spent on Lifting Amounts

Lifting Amount None Less than 1/3 1/3 to 2/3 More than 2/3

Up to 10 pounds X

Up to 25 pounds X

Up to 50 pounds X

Up to 100 pounds X

More than 100 pounds X

Employee is required to: sit, stand, walk, talk, see, and hear

Job Type: Full-time

Pay: $24.00 - $26.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 10 hour shift
• Day shift
• Monday to Friday

Experience:

• Client service: 1 year (Required)
• Veterinary experience: 2 years (Required)

Work Location: In person

Salary : $24 - $26