Client Service Representative Lead

VCA Animal Hospitals • Sacramento, CA

2d

About The Position

VCA Sacramento Veterinary Referral Center is a premier provider of advanced veterinary care, dedicated to ensuring the health and well-being of pets through compassionate, high-quality services. Our team is composed of skilled professionals who are committed to delivering excellent veterinary care and outstanding customer service. We are looking for a dynamic and experienced Client Service Representative Lead to join our team and help drive our purpose forward.

The Client Service Representative (CSR) Lead will oversee the daily operations of the client service team, ensuring an exceptional experience for our clients and their pets. The CSR Lead will be responsible for managing front desk operations, training and supervising CSR associates, and acting as a liaison between clients and veterinary associates. This role requires strong leadership skills, a passion for client service, and the ability to thrive in a fast-paced environment.

Requirements

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• Minimum of 1-3 years of customer service experience.
• Strong leadership and team management skills.
• Excellent interpersonal and communication skills.
• Proficiency in computer systems and office software (e.g. MS Office, veterinary practice management software).
• Ability to handle stressful situations calmly and effectively.
• Strong organizational skills and attention to detail.

Nice To Haves

• Experience in a veterinary or medical setting is highly desirable.

Responsibilities

• Lead, coach, and mentor the client service team to deliver superior client service.
• Address any client or associate issues promptly and effectively, escalating when necessary.
• Provide feedback, and develop professional growth plans for CSR associates.
• Greet and assist clients in a friendly and professional manner.
• Address client concerns and resolve issues promptly and effectively.
• Maintain a positive, empathetic, and professional attitude towards clients at all times.
• Oversee patient check-in/check-out, and accurate record-keeping.
• Oversee CSR Daily Task List to ensure that all tasks are completed daily.
• Ensure the reception area is clean, organized, and welcoming.
• Handle financial transactions, including invoicing and payments.
• Act as a liaison between clients and veterinary associates to ensure clear and accurate communication.
• Disseminate important information and updates to the CSR team.
• Facilitate training sessions to keep informed and motivated.
• Constructively provide feedback to the Client Service Supervisor.
• Develop and implement standard operating procedures to enhance workflow and client service.
• Monitor and manage inventory of office supplies and client materials.
• Assist with marketing and community outreach efforts as needed.

Benefits

• Competitive salary and benefits package, including medical, dental, and vision insurance.
• 401(k) plan with employer match.
• Paid time off and holidays.
• Continuing education and professional development opportunities.
• Generous Employee pet care discounts.
• We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED