Customer Service Representative Lead

•Leadership and Planning

•Collaborates in a leadership role with the Managing Veterinarian(s) and hospital manager as a team when needed as a part of the overall part of the hospitals success.

•Creates the hospital schedule and manages labor costs to budget.

•Participates in the weekly, monthly and annual planning meetings for budget process.

•Establishes goals for the practice and staff.

•Acts as a champion for change and identifies, documents, shares, and promotes best practices daily

•Plans and helps leads employee meetings.

•Leads team daily in efficiency and positivity/ helps manage call in’s/ and attendance

•Operations

•Supports HM with education of employees on hospital financial policies and procedures, medical protocols, and client compliance program responsibilities.

•Develops and implements hospital policy, including DEA/Controlled Substances and OSHA compliance.

•Performs quality checks and reviews of client files.

•Manages vendor relationships.

•Monitors computer systems and works with Help Desk to resolve technical systems/equipment issues.

•People Management

•Works with the Managing Veterinarian, and HM on staffing needs including training, documenting and coaching conversations as required or needed.

•Recruits new employees and participates in the selection/interview process.

•Completes employee orientation, training and performance appraisals.

•Coaches and mentors employees and identifies continuous learning and skill building needs.

•Implements performance-based incentive and rewards and recognition programs

•Mediates conflict and maintains employee morale/engagement.

•Helps support HM with tracking and maintaining current licensure for all DVMs.

•Client Service

•Drives client visits through strategic client communication and local marketing efforts (i.e. Community).

•Trains staff on client service initiatives and uses client visit growth best practices.

•Demonstrates and reinforces the highest level of client service, treats clients and pets like family.

•Supports HM and helps Manage client relationships; effectively resolves client issues and escalations, Birdeye, client complaints.

•Oversees client follow-up procedures, including reminders and call backs with staffing.

•Utilizes client service initiative measurements to evaluate hospital and staff performance.

•Financial

•Supports HM in managing inventory cost oversees the semi-annual inventory process.

•Supports HM with helping to control all ordering and facility/administrative costs.

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•Skills:

•Interpersonal skills/ positive attitude

•General management skills

•Problem solving and conflict management skills

•Overall communication skills

•Organizational skills

•Basic computer skills (Microsoft Office, Email, and practice management software knowledge preferred)

•Abilities:

•The ability to delegate responsibility and achieve results with hospital team members

•Must be able to handle multiple tasks and remain flexible with assigned duties and schedule. These task, duties and schedule are subject to change based on the need of the team and the hospital

•Capable of championing change and driving innovative programs in the hospital

•Must be able to work well in team environment

•Capable of quality decision making

•The ability to develop and motivate employees

•Demonstrates excellent time and task management

•Demonstrates professional and courteous presentation with staff and clients