Client Care Lead

Ethos Veterinary Health•San Diego, CA

1d•Onsite

About The Position

The Client Care Lead assists the Client Care Supervisor with implementing and maintaining the highest level of service to clients and referring veterinary practices, and with the supervision of the client care staff. This position is non-exempt.

Requirements

Associate Degree required
2+ years’ customer relations experience
Ability and experience to diffuse a difficult or stressful client or employee situation in a respectful manner.
Ability to promote effective communication between the client care staff, specialists and technical staff.
Demonstrated professionalism in all interactions and transactions.
Ability to be flexible and adjust to a changing environment.

Nice To Haves

Bachelor’s Degree preferred or equivalent experience
Veterinary industry experience helpful but not required.

Responsibilities

Assists the Client Care Supervisor in promoting and maintaining an exceptional customer service
Promotes effective communication among all departments within the hospital.
Schedules adequate staffing to ensure efficiency based on customer flow and volumes.
Assist in developing, administering and monitoring client satisfaction surveys to all clients that enter the facility. Measures the responses for progress and for areas of improvement.
Maintain high visibility within the Client Care Department on a daily basis.
Participates in the recruitment and interview process with Talent Acquisition
Assists with the onboarding of new employees.
Participates in developing, maintaining and updating training procedures to ensure that all current and newly hired client care staff members are trained and knowledgeable in all areas of the hospital.
Provides mentoring, counseling and development of subordinates in conjunction with Client Care Supervisor including participating in disciplinary process.
Act as a client concierge to ensure the highest level of customer service for every client.