Lead Customer Service Representative - Bellevue Veterinary Emergency + Specialty

CUSTOMER SERVICE REPRESENTATIVE (CSR) LEAD
Department: Hospital| Reports to: Hospital Administrator | Non-Exempt |

POSITION SUMMARY: The Customer Service Representative Lead (CSR) actively recruits new
clients and promotes hospital services. They schedule client visits and drives the flow of clients
and pets through the hospital to aid the productivity of the veterinary medical team. Ensures
good communication with the clients, and coordinates the care of the pets, influencing clients to
return and refer their friends and families. This position acts as a Lead and provides guidance and
training to the CSRs at the hospital.

WHAT YOU’LL DO (Essential Functions):

• Foster a culture built on our values: Respect, Learning, Do the Right Thing, WOW Service, and Fun
• Perform Lead duties by providing guidance and expertise on daily activities for the CSRs.
• Assign duties and monitor execution to ensure service standards are met.
• Provide insights to the Hospital Administrator regarding the skill level and performance of the CSR team.
• Responsible for providing training to new CSRs and existing staff including how to effectively screen and triage cases and follow scheduling protocols.
• Ensure quality and standards of care are adhered to
• Assist incoming clients. Document and enter the pet’s history, service data, and other pertinent information within the practice management software
• Answer complex questions from clients on the phone and in person, acting as an initial triage to determine patient’s service needs.
• Refer the patient to the appropriate veterinary staff as needed
• Schedule client appointments and follow-up exams.
• Work with Veterinarian(s) and veterinary staff as needed to ensure optimal scheduling
• Assist outgoing clients by providing all necessary instructions, information, and invoices
• Dispense prescription items per the Veterinarian's instructions and sell retail products
• Responsible for cash management including accepting payments for products and services provided.
• Perform daily reconciliation of the cash drawer
• Respond to customer complaints in a professional, courteous manner and acts to satisfactorily resolve the problem
• Assist the hospital leadership with administrative duties as needed, including but not limited to providing data and creating reports
• Support a practice environment that promotes collaboration and teamwork and ensure the delivery of quality, compassionate, effective, and efficient health care to pets
• Comply with all practice policies, quality assurance guidelines, and minimum standards of care
• Perform other duties and projects as requested

WHAT WE’RE LOOKING FOR (Essential Qualifications):
Education:

• High School Diploma or GED required

Experience:

• 3+ years in a lead role in customer service required
• Experience in veterinary or medical facility preferred

Knowledge, Skills and Ability:

• Strong knowledge of effective customer service principles
• Strong knowledge of medical terminology
• Advanced proficiency with Microsoft Office Suite
• Advanced written, verbal, and active listening communication skills
• Excellent customer relations and interpersonal skills
• Effective conflict resolution skills with experience in defusing stressful situations
• Prioritize work and handle a variety of tasks simultaneously, with frequent interruptions
• Effectively and quickly respond to requests in a proactive manner
• Excellent attention to detail and high level of accuracy

PHYSICAL DEMANDS:
While performing the duties of this job, the team member is regularly required to talk and hear.
The team member must frequently use a computer for long periods of time. Specific vision
abilities are required to do this job including close vision. This position requires walking and/or
standing for long periods of time, bending, reaching, grasping, and repetitive motions. Must be
able to lift up to 30 lbs. unassisted, 50 lbs. with assistance. Working environment may be stressful
with aggressive, frightened, abused or injured animals that may bite or scratch. Must be able to
work flexible hours to accommodate open shifts, including evenings and weekends.

SUPERVISORY RESPONSIBILITIES:
Supervisory responsibility, along with the Hospital Administrator, for Customer Service
Representatives

Schedule:

• Monday-Thursday
  • Four 10-hour shifts
    • 7am-5pm

Shift Differential:

• Monday through Friday 7pm-7am +$1.50/hr
• Saturday and Sunday 7pm-7am +$3/hr
• Saturday and Sunday 7am-7pm +$1.50/hr