Lead, Client Services Representative

COVE Animal Health•Middletown, CT

2d•Onsite

About The Position

At Pieper Veterinary, we know that a positive client experience begins the moment a client walks through our doors. We are seeking a compassionate, detail-oriented Client Service Representative Lead to join our Specialty, Emergency, and Primary Care hospital in Middletown, Connecticut. Under the direction of the Client Service Supervisor, the Client Service Representative Lead serves as a hands-on leader for the client service team, helping to ensure exceptional service, smooth daily operations, and a welcoming experience for every client and patient. This "boots on the ground" role provides day-to-day support, training, and coaching while working alongside team members at the front desk. In addition to leading the team, the Client Service Representative Lead performs the full range of Client Service Representative responsibilities, including client reception, phone communication, appointment coordination, medical record maintenance, payment processing, and administrative support. Our vision is simple: to make the community and the people and animals in it happier and healthier, and we need your help to accomplish that.

Requirements

Previous experience in a customer service and leadership role.
Familiarity with veterinary terminology or a willingness to learn.
Excellent verbal and written communication skills to interact with clients, and staff.
Exceptional interpersonal skills with a warm, friendly, and empathetic approach to clients and their pets.
Ability to handle challenging client situations with tact, patience, and understanding.
Ability to manage multiple tasks simultaneously in a fast-paced environment.
Ability to work collaboratively with veterinarians, technicians, and other staff members to ensure smooth clinic operations.
Flexibility to assist with other duties as needed and work effectively in a team-oriented environment.
Reliable, punctual, and dependable with a strong work ethic and a commitment to delivering exceptional service.
Ability to remain calm and composed under pressure, especially in high-stress or emotional situations.
Willingness to continue learning and stay updated on best practices in client service and veterinary care.
Must be 18 years or older to apply.
Strong communication, leadership, and motivational skills.
Knowledge of hospital procedures outlined in the current employee manual as well as those that are implied (reasonable expectations).
Ability to show unbiased judgment when overseeing team and make fair and just recommendations about personnel issues and/or disciplinary action.
Possession of strong organizational, verbal, and written communication skills.
Exceptional interpersonal and communications skills.
Knowledge of hospital procedures and operating instructions for making appointments, assembling patient medical records, relaying information regarding patient’s condition.
Requires strong client service skills.
Personal contact with pet owners affected by a variety of problems, visitors, and other healthcare team members.
Considerable tact and diplomacy is required.
Must accurately relay owner’s account of the medical complaint(s) of pet(s) involved to the healthcare team member who will be involved in treating the patient(s).
Critical thinking – Understanding logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Ability to work independently on assigned tasks as well as to accept direction on given assignments.
Knowledge of computers and relevant software applications including MS Office (Word), managing files and records and other office procedures.

Nice To Haves

Experience in a veterinary setting is preferred.

Responsibilities

Is an available resource for training, cross training and mentoring client care team members and disseminate new policies and protocols.
Point of contact for other departments daily to ensure specific client or patient needs are met, or specific conflicts are brought to Supervisors attention.
Provides daily direction to ensure customer needs are met, lunches and breaks are taken in a timely and efficient manner, and daily tasks are completed.
Delegate and complete down time tasks during slow work periods.
Helps with statistics of flow of work.
Motivate and inspire the client care team to provide high-quality care to the patients and clients of Pieper Veterinary.
Work well with all team members and ensure that your actions support the hospital, the doctors, and the practice philosophy.
Demonstrate reliability and commitment to the team and the hospital.
Remain flexible to the hospital needs, cooperate, and cover shifts or stay late whenever needed.
Keep team focused, and on task.
Ensuring customer service is the top priority and that the team job responsibilities are met.
Have compassion for animals and their owners and understand the stress that patients and clients endure.
Client reception, phone communication, appointment coordination, medical record maintenance, payment processing, and administrative support.