What are the responsibilities and job description for the Veterinary Customer Service Representative-Lead position at Oxford Animal Hospital?
Lead Customer Service Representative
Oxford Animal Hospital
Overland Park, KS
Full-time
Oxford Animal Hospital is looking to add an experienced Lead Customer Service Representative (CSR) to their team!
The Lead CSR will be responsible for managing the front desk team at the practice and works directly with the Practice Manager to ensure the hospital provides exceptional client service.
As a Customer Service Representative (CSR), you’ll play an important role in pets’ lives by providing care for our precious patients, while coordinating and representing all facets of client services. Our CSR’s are friendly, professional, courteous and show urgency and appropriate concern at all times. They must be efficient in handling difficult situations and skills at basic accounting and cash handling.
Role Responsibilities:
- Directs on-the-job training to develop employee skills.
- Explains to staff the general nature of and basis for hospital personnel policies and procedures.
- Assists in the resolution of staff issues. Trains staff in conflict resolution techniques.
- Assists team leads with OSHA training and ensures hospital OSHA compliance.
- Oversees processing of incoming and outgoing communications, including mail sorting.
- Resolves financial problems with clients.
- Facilitates resolution of client problems and complaints that other staff cannot resolve.
- Assists the Practice Manager with developing new ways to attract and maintain clients.
- Uses product knowledge and sales abilities to sell products to clients. Explains and demonstrates products and answers questions concerning products.
- Acts as a liaison between Practice Manager, other management, and staff/clients.
- Assists the Practice Manager with the development and implementation of new protocols and/or procedures.
- Assists Practice Manager with monthly staff meetings by preparing agendas, and documents.
- Promotes a cooperative working environment among staff members. Understands the value of teamwork. Shows enthusiasm and a willingness to perform as necessary to help the hospital function as a unit. Spends most of the time on the floor and remains easily accessible to staff and clients.
- Communicates the practice’s objectives to the team. Motivates staff and helps build and maintain morale.
- Maintains core values and standards.
Experience & Skills Requirements:
The ideal applicant will be friendly and outgoing, with a love for both pets and people, along with a great attitude and a big smile!
- Customer service experience and 2-3 years’ leadership experience in veterinary medicine are required
- Experience in Conflict management
- High attention to detail
- Great communication skills - Team oriented with an ability to collaborate and support each other
- Outstanding multi-tasker
- Desire to practice empathetic, gold standard medicine benefiting our patients
- Are paw-sitive, kind and provide trustworthy communication to the patients, team members and clients.
- Have the desire to constantly grow and advance as a valued member!
