What are the responsibilities and job description for the Client Care Lead position at Gateway Services Inc?
Job Overview
The Client Care Lead reporting into the Client Care Manager or Care Center Manager is responsible for supervising client care operations, including answering phones, booking, and performing viewing and visitation services, and assisting pet parents and veterinarians with daily request. Acting as the face of our company, creating a welcoming environment for pet parents, veterinarians, and team members.
Duties & Responsibilities
- Act as the primary liaison between Gateway and it’s customers
- Communicates clearly and professionally with external customers and internal Gateway Team Members by telephone and/or email.
- Communicate any special requests from Pet Parents and Veterinaries to operations and CSRs as needed.
- Order special urns, jewelry and supplies as needed.
- Ensuring office area is clean, tidy, and presentable for visitations.
- Handle point-of-sale transactions, submitting necessary receipts and logs to AR/AP daily, as required.
- Organize monthly staff meetings for all team members, submit meeting notes to the Care Center Manager and/or Regional Manager.
- Assist with monthly inventory.
- Create and present financial estimates and bills, regarding payments and refunds.
- Assist in setting up visitation, presenting aftercare options (including urns and memorial items) and memorial pickups.
Education, Training & Qualifications
- Post-secondary degree or diploma in a related field
- Two years’ experience working within a customer service environment involving client care.
- Proficient with software applications including Microsoft Office and Custom Software
- A high level of integrity, ethics, and compassion for the care of the deceased is required
Skills & Abilities
- Demonstration of working independently with minimal supervision, meeting scheduled timelines and budgets
- Demonstrated ability to identify key issues and propose practical solutions.
- Demonstrated ability to plan, prioritize and execute activities and projects.
- Effective problem-solving and time management skills
- Effectively communicate, written and verbal
- High level of integrity and worth ethic
- Strong attention to detail
- Strong interpersonal skills with the ability to maintain relationships with team members
Working Conditions
- Regularly bending, stooping, crouching, kneeling, sitting, repetitive motion, hand/wrist/finger motion
- Overtime and weekend work may be available during busier times.
- Regularly exposed to high noise environments
- Regularly exposed to high heat environment
