Customer Service Representative Lead

Job Title: Customer Service Representative Lead
Location: Westridge Animal Hospital, Texarkana, Texas
Reports To: Office Manager/Clinic Director
Status: Full-Time

Job Overview:

We are seeking a dedicated and experienced Customer Service Representative Lead to join our dynamic team at Westridge Animal Hospital. This leadership position involves overseeing and guiding the customer service team while providing exceptional service to pet owners and ensuring smooth clinic operations. The ideal candidate will have excellent communication skills, a passion for animals, and a proven ability to lead and motivate a team in a fast-paced environment.

Key Responsibilities:

Leadership & Team Support:

• Supervise, train, and mentor the customer service team, ensuring they provide high-quality service to clients.
• Develop and implement training materials and conduct regular team meetings to maintain service excellence.
• Address team challenges, improve workflow, and ensure efficiency in handling client inquiries, appointment scheduling, and billing.
• Foster a positive and collaborative environment that promotes teamwork, problem-solving, and accountability.

Customer Service Excellence:

• Serve as the primary point of contact for escalated customer service issues, resolving complaints and concerns promptly and professionally.
• Assist clients with scheduling appointments, confirming bookings, and providing information about services, treatments, and products.
• Handle inquiries regarding patient care, clinic policies, and billing issues with clarity and empathy.
• Manage patient check-in and check-out processes, ensuring clients feel welcomed and informed.

Administrative Support:

• Ensure accurate client and pet records are maintained in the clinic management system.
• Oversee and assist with patient intake forms, vaccination records, and medical history collection.
• Process payments and manage billing inquiries as needed.
• Monitor and assist with inventory and supplies in relation to customer service needs.

Continuous Improvement:

• Monitor customer feedback through surveys, reviews, and direct communication to identify opportunities for service improvement.
• Work closely with the clinic leadership team to implement policies and procedures that improve client satisfaction and clinic operations.
• Stay up-to-date with industry best practices and trends to maintain a high level of service.

Qualifications:

• High school diploma or equivalent; associate’s or bachelor’s degree preferred.
• 2-3 years of experience in customer service, preferably in a veterinary or medical office setting.
• 1-2 years of experience in a leadership or supervisory role.
• Strong communication skills, both verbal and written.
• Ability to multitask and remain calm under pressure in a fast-paced environment.
• Exceptional problem-solving and conflict resolution abilities.
• Proficiency with office software and practice management systems (experience with Cornerstone software a plus).
• Passion for animals and commitment to providing outstanding service to pet owners.

Physical Requirements:

• Ability to sit, stand, and walk for extended periods.
• Ability to lift up to 25 pounds as needed (e.g., office supplies or small equipment).

Why Join Us?

At Westridge Animal Hospital, we are dedicated to the health and well-being of pets and their families. As a Customer Service Representative Lead, you will play an integral role in providing a welcoming and supportive experience for our clients while leading a passionate and dedicated team. If you thrive in a customer-centric role and have a love for animals, we encourage you to apply!

To Apply: Please submit your resume and a cover letter.

This job description is designed to provide a general overview of the responsibilities and qualifications for the position and is not exhaustive. The role may evolve as the needs of the clinic change.

Job Type: Full-time

Pay: $14.00 - $19.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• Holidays
• No weekends
• Overtime

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 1 year (Required)

Ability to Commute:

• Texarkana, TX 75501 (Required)

Work Location: In person

Salary : $14 - $19