Lead Customer Service Representative

Lakefield Veterinary Group•Madison, WI

16h

About The Position

The Customer Service Representative Lead (CSR) actively recruits new clients and promotes hospital services. They schedule client visits and drives the flow of clients and pets through the hospital to aid the productivity of the veterinary medical team. Ensures good communication with the clients, and coordinates the care of the pets, influencing clients to return and refer their friends and families. This position acts as a Lead and provides guidance and training to the CSRs at the hospital.

Requirements

High School Diploma or GED required
2+ years in a lead role in retail sales or customer service required
Strong knowledge of effective customer service principles
Strong knowledge of medical terminology
Advanced proficiency with Microsoft Office Suite
Advanced written, verbal, and active listening communication skills
Excellent customer relations and interpersonal skills
Effective conflict resolution skills with experience in defusing stressful situations
Prioritize work and handle a variety of tasks simultaneously, with frequent interruptions
Effectively and quickly respond to requests in a proactive manner
Excellent attention to detail and high level of accuracy

Nice To Haves

Experience in veterinary or medical facility preferred

Responsibilities

Foster a culture built on our values: Respect, Learning, Do the Right Thing, WOW Service, and Fun
Perform Lead duties by providing guidance and expertise on daily activities for the CSRs. Assign duties and monitor execution to ensure service standards are met. Provide insights to the Hospital Administrator regarding the skill level and performance of the CSR team. Responsible for providing training to new CSRs and existing staff including how to effectively screen and triage cases and follow scheduling protocols. Ensure quality and standards of care are adhered to
Assist incoming clients. Document and enter the pet’s history, service data, and other pertinent information within the practice management software
Answer complex questions from clients on the phone and in person, acting as an initial triage to determine patient’s service needs. Refer the patient to the appropriate veterinary staff as needed
Schedule client appointments and follow-up exams. Work with Veterinarian(s) and veterinary staff as needed to ensure optimal scheduling
Assist outgoing clients by providing all necessary instructions, information, and invoices Dispense prescription items per the Veterinarian's instructions and sell retail products
Responsible for cash management including accepting payments for products and services provided. Perform daily reconciliation of the cash drawer
Respond to customer complaints in a professional, courteous manner and acts to satisfactorily resolve the problem
Assist the hospital leadership with administrative duties as needed, including but not limited to providing data and creating reports
Support a practice environment that promotes collaboration and teamwork and ensure the delivery of quality, compassionate, effective, and efficient health care to pets
Comply with all practice policies, quality assurance guidelines, and minimum standards of care
Perform other duties and projects as requested