Customer Care Team Lead

Job Description

Job Description

Job Title : Customer Care Team Lead

Location : Omaha, NE

Company : Sirius Veterinary Orthopedic Center

Reports To : Office Manager

Position Summary :

Sirius Veterinary Orthopedic Center (Sirius Vet) is the first of its kind in the Omaha, Lincoln, and Council Bluffs metro area. We are a cutting-edge veterinary practice committed to delivering outstanding care to beloved pets. As a referral-only clinic, we specialize in orthopedic procedures designed to restore comfort, mobility, and overall health for small animals.

We are seeking a responsible, organized, and compassionate Customer Care Team Lead to oversee the daily operations of our front desk and client care team. This role ensures smooth clinic operations, effective client communication, and a supportive environment for both clients and team members. The Customer Care Team Lead will be responsible for scheduling, supporting the front desk and doctor's assistant teams, and actively contributing to procedural improvements and implementation.

Key Responsibilities :

• Daily Operations : Oversee day-to-day front desk and doctor's assistant operations, ensuring timely client service, appointment management, and resolution of client concerns.
• Team Coverage : Serve as the go-to support for covering client care team absences, both planned and unplanned, ensuring operations continue seamlessly.
• Scheduling : Create, organize, and manage daily and monthly schedules for the client care team, ensuring adequate coverage and smooth operations.
• Team Coordination & Coaching : Oversee and support team members, keeping everyone on task throughout the day and providing basic coaching to encourage productivity, positivity, and efficiency.
• Equipment Troubleshooting : Perform basic troubleshooting of equipment, including printers, computers, and phones to avoid service interruptions.
• Procedural Input : Act as a voice in procedural changes by contributing insights from daily operations to help improve client and staff experience.
• Implementation of Procedural Changes : Lead ground-level implementation of new procedures or updates, providing training and support to ensure seamless adoption by the team.
• Marketing : Manage the mailing of brochures and informational materials to current and prospective referring veterinarians and clients.
• Cash Handling : Responsible for daily cash handling, including managing the safe, preparing deposits, and ensuring accurate cash reporting.

Qualifications :

This role requires a flexible schedule and availability to cover for staff absences. It involves active engagement with both the client care team and clients, managing occasional high-stress situations, and maintaining a positive and professional clinic environment.

What We Offer :

Sirius Vet is a fast-paced and dynamic environment that values innovation, teamwork, and a commitment to providing exceptional care. We offer a competitive salary and benefits package, including health insurance, dental insurance, vision insurance, paid time off, and opportunities for professional development. In addition, you will get the chance to make a meaningful impact in the lives of pets and their owners as you support our veterinary team.