Job Summary
Can you deliver 5-STAR client service while motivating a team to do the same?
Prior experience in the veterinary or medical field is PREFERRED. Others may be considered.
We are seeking a dynamic and experienced Lead Customer Service Representative to elevate our client interactions and team performance in our veterinary hospital. In this pivotal role, you will oversee daily customer support operations, lead a team of customer service agents, and drive initiatives that enhance client satisfaction. Your leadership will ensure that service standards are consistently met or exceeded, fostering a positive environment that promotes teamwork, efficiency, and continuous improvement. If you thrive in fast-paced settings, possess excellent communication skills, and have a passion for animals while delivering exceptional client experiences, this opportunity is for you!
Responsibilities
- Lead and supervise a team of customer service representatives, providing coaching, mentorship, and performance feedback to foster growth and excellence.
- Manage call center operations to ensure timely, accurate, and professional responses to customer inquiries across multiple channels.
- Develop and implement strategies to improve service quality, reduce resolution times, and increase customer satisfaction scores.
- Collaborate cross-functionally with sales, technical support, and management teams to resolve complex client issues effectively.
- Utilize EMR for scheduling, pharmacy, communication
- Conduct regular team meetings to communicate updates, share best practices, and motivate staff toward common goals.
- Drive projects aimed at streamlining workflows, enhancing customer engagement initiatives, and optimizing resource allocation.
Skills
- Proven leadership experience in managing teams within call center or customer support environments.
- Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) for reporting and analysis purposes.
- Excellent communication skills in English; multilingual abilities are a plus for diverse client bases.
- Demonstrated ability in managing client relationships with a focus on team building and client satisfaction.
- Ability to coach team members on customer service techniques while fostering a collaborative team environment.
- Knowledge of project management principles to oversee initiatives that improve operational efficiency.
Join us as a Lead Customer Service Representative where your expertise will shape memorable client experiences while advancing your career in a vibrant, supportive environment!
Pay: From $23.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Vision insurance
Work Location: In person
