Lead Client Service Representative

Department: Receptionists

Location: Garland, Texas

Description

The Lead Client Service Representative (Lead CSR) plays a key role in ensuring the highest standards of client service at Country Brook Animal Hospital. This individual is responsible for the overall management of the front desk, monitoring the quality of client interactions, and leading the CSR team by example. The Lead CSR must exhibit excellent communication, organizational, and problem-solving skills, and be able to interact with clients and staff with empathy and professionalism. This role helps set the tone for a positive and welcoming experience for all who enter the hospital.

Key Responsibilities

• Assisting and supporting the hospital leadership in developing an efficient, productive team that provides the highest quality care and service to all pets and clients
• Helping create an environment where a team can deliver quality, efficient and effective veterinary care to pets and fostering an engaging environment
• Providing professional, efficient, and exceptional client service (leading by example), ensuring all associates do the same, including client education about preventive care, pet health needs, hospital services, and other related information
• Ensuring compliance with all practice policies and procedures
• Greet clients and patients as they enter the lobby
• Check-in patients using our electronic medical record software
• Prepare and explain estimates to the clients, collect payments, and audit invoices
• Act as the point of reference for clients who need assistance or information
• Understanding customers' needs and providing them with solutions
• Assist in managing the flow of appointments and walk-ins to ensure clients are seen in a timely manner
• Answer incoming phone calls regarding scheduling appointments, prescription refill requests, and questions clients may have regarding the hospital
  
  

Skills Knowledge and Expertise

• Must have at least 1-2 years of customer service experience in the veterinary field
• Management experience is a plus
• Passionate about providing exceptional customer service and skilled in communicating effectively with our team members and pet owners
• Ability to handle multiple tasks and deal with an environment of changing priorities
• Effective problem solver and takes initiative to be creative in finding solutions to any obstacle that occurs
• Must work comfortably with team members in a collaborative, respectful, and professional manner as we value our team culture
• Must be available to fill or find coverage for open shifts
• Must be familiar with all clinic operating procedures and protocols
  
  

Benefits

• Paid time off
• Health insurance
• Dental Insurance
• Vision insurance
• Employee discounts
• Flexible schedules
• 401K with company match
• Paid days off for CE and robust CE allowance
• Training and career development