Veterinary Client Service Lead, DVSC

Ethos Veterinary Health • Dallas, TX

94d • $24 - $28

About The Position

Dallas Veterinary Surgical Center (DVSC) is seeking a dedicated professional who will thrive in a team-focused atmosphere and is committed to delivering top-tier patient care and excel in providing exceptional client service. The Client Service Lead plays a vital role in delivering exceptional customer service by overseeing a team of client service representatives and technicians. This position ensures seamless operations and a positive client experience by effectively managing customer interactions and serving as a liaison between clients, doctors, and support staff. The Client Service Lead is committed to exceeding client expectations through professionalism, empathy, and continuous improvement of service delivery.

Requirements

• Exceptional communication and customer service skills.
• Ability to multitask and adapt in a fast-paced environment.
• Experience in customer service excellence.
• Fluency in English (speaking & reading); fluency in multiple languages is a plus.

Responsibilities

• Collaborate with the Surgical Operations Manager (SOM) to ensure efficient DVSC operations at each location.
• Oversee the daily functions of Client Services employees, ensuring smooth workflows and optimal team performance.
• Manage Client Service staff schedules, ensuring adequate coverage, including handling PTO, call-outs, and other staffing adjustments.
• Provide hands-on support when necessary to maintain seamless operations.
• Conduct annual performance reviews and provide ongoing feedback to Client Service staff.
• Work closely with other Client Service Leads and the Hospital Director to develop and refine client service policies and workflows.
• Enforce all DVSC and Ethos policies and procedures to maintain consistency and compliance.
• Lead the planning and execution of Veterinary Receptionist Week to recognize and celebrate team contributions.
• Provide coaching, guidance, and professional development opportunities for Client Service employees.
• Collaborate with HR on employee performance issues, including disciplinary actions when necessary.
• Oversee training and onboarding of all new Client Service staff, ensuring a smooth transition into their roles.
• Address client service concerns brought forth by DVMs and other DVSC staff, ensuring prompt and professional resolution.
• Handle client complaints effectively, escalating issues to the Hospital Director as needed.
• Mediate conflicts within the team and administer appropriate disciplinary actions when required.
• Process client refund checks accurately and efficiently.
• Manage and reconcile location credit card receipts to ensure financial accuracy.
• Ensure the End of Day closeout is completed and posted by 9:00 AM the following business day.
• Oversee open invoices, ensuring they are completed and closed by the end of the month.

Benefits

• 401(k) with matching
• Health, Dental, and Vision insurance
• Health Savings Account (HSA) / Flexible Spending Account (FSA)
• Life and Disability insurance
• Paid Time Off (PTO) and Holidays
• Employee Assistance Program and Discounts (including Pet Discount)
• Professional development and tuition assistance
• Uniform stipend

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees