Lead Client Service Representative

Job Responsibilities

• Support the day-to-day operations of the client service areas and maintain strong relationships with internal departments
• Aid in interviewing, training, coaching, developing, mentoring, and supporting Client Service team members
• Offer on-the-job training to help develop team members' skills and reinforce client service standards
• Assist the Hospital Manager and Client Service Supervisor with daily hospital operations
• Aid in resolving client concerns and communicate trends or opportunities to hospital leadership
• Identify potential problems, workflow concerns, and client service needs, and provide recommendations to leadership
• Coach and support team members while encouraging accountability and teamwork
• Aid in performance feedback and development conversations for Client Service team members
• Aid in maintaining reporting tools and operational resources needed to support business goals
• Aid in accurately communicating financial information to clients and medical team members
• Act as a liaison between Client Service and other hospital departments
• Aid in maintaining a positive, organized, and efficient front office environment
• Serve as a role model by demonstrating professionalism, accountability, teamwork, and exceptional customer service

Qualifications

• Excellent knowledge of client service and communication center operations
• Strong organizational skills and attention to detail
• Strong client relations and interpersonal skills
• Excellent oral and written communication skills
• Intermediate to expert computer skills
• Strong leadership and team support skills
• Ability to coach, mentor, and support team members
• Self-starter with the ability to work independently and as part of a team
• Strong client service background
• Ability to handle multiple priorities in a fast-paced environment
• Ability to lift up to 40 pounds
• Previous leadership or supervisory experience preferred
• Minimum of 2 years of client service experience preferred
• Minimum of 2 years of veterinary experience preferred

Skills

• Excellent knowledge of client service and communication center operations
• Strong organizational skills and attention to detail
• Strong client relations and interpersonal skills
• Excellent oral and written communication skills
• Intermediate to expert computer skills
• Strong leadership and team support skills
• Ability to coach, mentor, and support team members
• Self-starter with the ability to work independently and as part of a team
• Strong client service background
• Ability to handle multiple priorities in a fast-paced environment
• Ability to lift up to 40 pounds
• Previous leadership or supervisory experience preferred
• Minimum of 2 years of client service experience preferred
• Minimum of 2 years of veterinary experience preferred

Benefits

• Competitive compensation
• Comprehensive benefits package, including medical, dental, vision, and paid vacation/sick days
• 401(k)
• Generous employee pet discounts
• Career development opportunities
• A collaborative team environment focused on providing exceptional veterinary care

Pay

The anticipated hourly range for this position is $21.00 - $25.00 per hour, depending on experience, qualifications, skills, and business needs.

Schedule

This position requires flexibility based on the needs of the hospital. The Lead Client Service Representative must be available to support coverage needs, including Monday through Friday and rotating Saturdays. Weekend availability is required to support hospital operations and client service needs.