Lead Customer Service Representative
Overview
Lead Customer Service Representative at Campus Vet Clinic seeking a personable and skilled professional to manage front desk operations and lead a team. This role ensures positive client experiences through effective leadership and efficient scheduling.
What You'll Do18
- 1Lead the CSR team by setting a professional and service-oriented example
- 2Support hiring onboarding and training of CSR team members
- 3Organize and adjust front desk schedules to maintain coverage
- 4Conduct performance feedback coaching and role development discussions
- 5Identify workflow improvements and implement process enhancements
- 6Oversee scheduling practices and ensure efficient appointment booking
- 7Respond to complex client concerns and complaints
- 8Ensure timely professional communication via phone email and digital tools
- 9Reinforce appointment reminders confirmations and follow-up systems
- 10Welcome clients and pets warmly to ensure positive experiences
- 11Triage inquiries and ensure accurate handoff of medical concerns
- 12Promote practice services wellness plans and active campaigns
- 13Manage service recovery addressing concerns with empathy
- 14Maintain accurate patient records in practice management system
- 15Oversee billing transactions payment plans and insurance processing
- 16Provide post-visit instructions and ensure discharge protocols
- 17Support inventory communication online product education and client navigation
- 18Assist in keeping reception area and shared spaces clean and organized
Requirements9
- 15+ years building ETL pipelines with Spark and Airflow
- 23-5 seasons leading CSR teams
- 35+ years experience with practice management software
- 4High school diploma or equivalent required
- 5Minimum 2 years in veterinary or medical CSR roles
- 61 year of team leadership experience preferred
- 7Exceptional communication and interpersonal skills
- 8Technologically proficient with digital communication tools
- 9Ability to multitask in fast-paced client-facing environment
Salary Insight
$54 - $75k per year
Location
Required Skills
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