DVSC-Grapevine, Veterinary Client Service Lead

Ethos Veterinary Health•Grapevine, TX

3d•$24 - $28

About The Position

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. By fostering a culture of respect and compassion, they actively seek opportunities to enhance the client experience and streamline processes.

Requirements

Exceptional First Impressions: Are you the person who effortlessly leaves a positive and lasting first impression? We want you!
The ideal candidate will possess outstanding communication and customer service skills, ensuring our clients and referring veterinarians feel valued and supported.
Adaptability and Multitasking: In our fast-paced environment, versatility is key. If you thrive on multitasking and can navigate unexpected situations with ease, you're the problem solver we're looking for.
Customer Service Excellence: If you've excelled in customer service, you know the importance of building positive relationships . Your ability to provide outstanding service aligns seamlessly with our commitment to delivering an exceptional client experience.
Flexibility and Adaptability: Be a team player who thrives in a collaborative environment , adapting to situations where protocols may not apply and handling unanticipated tasks with grace.
Fluent English skills (speaking & reading) are required for the role

Nice To Haves

fluency in multiple languages 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 Directo r 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.