Client Service Representative- Lead, CASE

Ethos Veterinary Health•Boulder, CO

2d•Onsite

About The Position

As the Customer Service Representative - Lead, you will play a pivotal role in shaping the client’s journey. You will partner closely with our Hospital Director and department leaders to ensure a seamless and exceptional client experience. This role requires a strategic thinker who can lead a team, drive improvements, and enhance client satisfaction.

Requirements

High School Diploma or Equivalent
Passionate about client experience and team development.
1 years of experience in the client experience field, preferably in hospitality or client-centric businesses.
High level of emotional intelligence and interpersonal skills.
Fluent English skills (speaking & reading) are required for the role.

Nice To Haves

1 years in a supervisory/management role preferred.
Proficiency in Microsoft Office, scheduling software, or veterinary management platforms preferred.
fluency in multiple languages a plus!

Responsibilities

Supervise day-to-day work activities and maintain consistent operating procedures.
Work with Ezyvet, SmartFlow, and phone support teams for any client experience-related issues.
Support end-of-day processing.
Support operating standards that deliver exceptional client service.
Analyze client journeys and provide recommendations for improvement.
Handle client complaints and escalations to achieve mutually beneficial resolutions.
Partner with internal services for feedback on how the client experience team delivers value.
Create team member schedules to ensure consistent coverage.
Provide leadership, motivation, and development to team members, acting as a role model.
Support training of new team members.