Job Description
Customer Service Representative (CSR) Lead
Job description:
We are seeking a dedicated Customer Service Representative (CSR) Lead to be the first point of contact for our veterinary clients, playing a crucial role in setting the tone for their visit. Must be able to offer friendly emotional support in a compassionate and discreet manner during times of need to our clients and must be comfortable with various medical outcomes. Our CSR will handle client-facing duties as well as general office management tasks.
The CSR Lead responsibilities include answering customer inquiries, dealing with complaints, and promoting our products and services. CSR will also be involved in serving as a floater in multiple departments when the need arises to assure proper flow of the clinic daily routines.
Our candidate possesses excellent communication skills, a knack for problem-solving, and a passion for leadership. Ultimately, the role of the CSR Lead is to ensure that our customers are satisfied, by providing excellent customer service and leading a motivated, high-performing team.
Working at a Veterinary clinic the CSR Lead must be able to withstand unpleasant odors and noises, though ultimately attenuating and doing all efforts to avoid this from occurring. May be exposed to bites, scratches, animal waste and potentially contagious diseases.
Responsibilities
Benefits:
WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER.
Application Instructions: Please submit your resume and a cover letter outlining your qualifications and experience to sfvc.hiring@gmail.com
Job description:
We are seeking a dedicated Customer Service Representative (CSR) Lead to be the first point of contact for our veterinary clients, playing a crucial role in setting the tone for their visit. Must be able to offer friendly emotional support in a compassionate and discreet manner during times of need to our clients and must be comfortable with various medical outcomes. Our CSR will handle client-facing duties as well as general office management tasks.
The CSR Lead responsibilities include answering customer inquiries, dealing with complaints, and promoting our products and services. CSR will also be involved in serving as a floater in multiple departments when the need arises to assure proper flow of the clinic daily routines.
Our candidate possesses excellent communication skills, a knack for problem-solving, and a passion for leadership. Ultimately, the role of the CSR Lead is to ensure that our customers are satisfied, by providing excellent customer service and leading a motivated, high-performing team.
Working at a Veterinary clinic the CSR Lead must be able to withstand unpleasant odors and noises, though ultimately attenuating and doing all efforts to avoid this from occurring. May be exposed to bites, scratches, animal waste and potentially contagious diseases.
Responsibilities
- Manage large amounts of incoming calls on multiple phone lines
- Handling monetary transactions
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customers through open and interactive communication
- Respond to customer inquiries and resolve issues in a timely manner
- Provide accurate, valid, and complete information by using the right methods/tools provided
- Keep electronic records of client interactions, create client/patient accounts, and file documents electronically
- Follow communication procedures, guidelines, and policies
- Analyze performance data to measure productivity and goal achievement
- Drive team towards meeting or exceeding customer service goals
- Conduct team meetings to update members on best practices and continuing expectations
- Participate on inventory management
- Process all the appropriate paperwork for referral and schedule accordingly with the specialist and the clients
- Participate in the management of the social media, website, and google sites.
- Work a maximum of 3 hours on a Sunday morning (Rotating Schedule)
- Proven work experience as a Customer Service Team Lead or similar role
- Excellent knowledge of management methods and techniques
- Proficiency in English and in MS Office. Bilingual in Spanish would be a plus but not required
- Working knowledge of customer service software and databases. Avimark software experience would be helpful
- Awareness of industry’s latest technology trends and applications.
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Customer service-oriented, with a knack for exceeding customer expectations
- BS degree in Business Administration or related field
Benefits:
- Personal Pet discount
- Uniform Allowance
- Paid time off
- Continuing Education Allowance
- High school or equivalent (Required)
- BS degree in Business Administration or related field (Highly recommended)
- Customer service: 5 year (Required)
- Spanish (Preferred)
WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER.
Application Instructions: Please submit your resume and a cover letter outlining your qualifications and experience to sfvc.hiring@gmail.com
