Customer Service Representative Team Lead

Community Veterinary Partners•Quakertown, PA

About The Position

Quakertown Veterinary Clinic is seeking a Team Lead to join our team of Customer Service Representatives! At Quakertown Veterinary Clinic, our mission is to provide compassionate, high-quality veterinary care for our patients and an exceptional level of service for the owners who love them. We are open 24/7 and provide both emergency and routine treatment for all types of pets, including cats, dogs, horses, farm animals and exotic pets. Our Customer Service Representatives plan an essential role in our success by acting as ambassadors of the hospital and serving as the first point of contact for our clients. Our ideal candidate must have a love for animals, strong communication skills, previous leadership experience and experience in customer service, sales or reception. Full-time opportunities available. Shift expectations, Day-time and Evening opportunities available. To best serve our clients and their pets, a weekly weekend shift commitment, rotating on-call shifts and select holidays are required for this position.

Requirements

Previous experience in customer service, sales, reception or other related fields required
Previous leadership experience required
Ability to build rapport with clients
Ability to prioritize tasks and multi-task
Maintain a professional appearance and demeanor
Excellent written and verbal communication skills
Organized with strong attention to detail
Strong phone etiquette
Ability to work in a fast-paced environment
Ability to remain calm and efficient during times of high tension

Responsibilities

Answer telephones and place calls quickly, efficiently and in a professional and friendly manner
Respond to inquiries and provide information about products and services
Greet clients, enter or update client and pet information into the practice computer system
Schedule appointments and check clients in/out for appointments and services
Monitor reception area and maintain awareness of patient conditions
Prepare client invoices and obtain payment after services are performed
Perform over the counter sales of specialty merchandise and prescription diets
General clerical duties, such as filing documents, checking and sending mail and email, and maintaining client records
Act as a main point of contact for Customer Service Representatives during shifts
Address and handle all call-outs, tardiness and scheduling updates as needed during shifts
Maintain productivity levels of all Customer Service Representatives
Promote positive working relationships and efficient and effective communication with all employees
Proactively troubleshoot problem areas and respond to customer complaints
Adhere to policies and protocols as outlined in the employee handbook
Effectively communicate any pertinent information regarding employees, business or customer needs with the department supervisor