Client Service Representative Lead

Charlotte Animal Referral & Emergency•Charlotte, NC

2d•Onsite

About The Position

CARE | Charlotte Animal Referral & Emergency is an independently, woman-owned 24-hour Emergency and Specialty Referral Hospital in Charlotte, NC. We offer a fun company culture, supportive work environment, excellent benefits, and opportunities for growth. Our specialty services include internal medicine, cardiology, neurology, surgery, oncology, and ophthalmology, supported by advanced diagnostic services like CT, MRI, and a cardio cath lab. We are seeking a dynamic CSR Lead to ensure customer service operations run smoothly and meet CARE standards. This role has two primary components: customer service and human resources.

Requirements

High school diploma, general education degree or equivalent.
Minimum 2 years' experience in a managerial or supervisory role, preferably in a call center environment
Ability to stay calm when customers are stressed or upset.
Proficient with computers.
Experience in customer service.
Excellent written and verbal communication skills.
Emotional intelligence, self and social awareness

Nice To Haves

Veterinary medicine experience preferred

Responsibilities

Act as an ‘on the floor’ resource for staff to troubleshoot or problem solve client, communication and/or technical issues so that all clients receive the highest level of customer service
Assist in training new CSRs in accordance with CARE customer service standards, hospital policies, protocols, and technology (i.e., Otto, Instinct, and phone system)
Coach new and existing CSRs on hospital policies and protocols and provide both positive and constructive feedback to CSRs regularly
Coach CSRs through difficult calls or questions and assist in de-escalating upset clients
Handle client and interdepartmental concerns and issues escalated beyond the CSRs
Provide daily updates to the CSR Supervisor regarding staff performance, client matters, and concerns/issues with other hospital departments
Communicate daily with the other CSR Lead regarding staffing, client and/or hospital concerns and issues to ensure the best continuity of service
Suggest process improvements for the CSRs to maximize efficiency and collaboration with other hospital departments
Perform daily period closing activities (Daytime Lead only)
Attend and actively participate in the 7:30am Operations Team meetings held every first and third Tuesday of the month
Help maintain CSR schedule and any scheduling conflicts
Conduct Quarterly 1:1s and Yearly reviews with CSR staff
Proficient in CSR job functions and duties.
Other tasks as assigned