Senior Team Lead Customer Service Representative

Quakertown Veterinary clinic is looking for a CSR Senior Team Lead. As a Senior Team lead you will play a pivotal role in ensuring exceptional client experiences and efficient front desk operations. You will lead a team of CSR staff, providing guidance, training, and support to maintain high standards of service delivery. This position requires excellent communication skills, a passion for customer service, and a strong understanding of veterinary procedures and protocols.

Responsibilities

• In collaboration with the Hospital Administrator, supervise and lead a team of CSR staff, including scheduling, training, and performance management.
• Foster a positive and supportive work environment, promoting teamwork and collaboration.
• Serve as a mentor and resource for CSR team members, providing guidance on customer service best practices and veterinary hospital procedures.
• Ensure all clients receive exceptional service, including greeting, check-in/out procedures, and handling inquiries or concerns.
• Act as a point of contact for escalated client issues, resolving conflicts and ensuring client satisfaction.
• Build and maintain strong client relationships, demonstrating empathy, professionalism, and a genuine interest in the well-being of pets.
• Oversee daily front desk operations, including appointment scheduling, managing phone/email communications, and processing payments.
• Monitor patient flow and appointment scheduling to optimize efficiency and minimize wait times.
• Maintain accurate client records in the practice management system, ensuring completeness and compliance with privacy regulations.
• Conduct training programs for CSR staff, covering customer service skills, veterinary terminology, and hospital procedures.
• Provide ongoing coaching and feedback to team members, identifying areas for improvement and implementing strategies for development.
• Assist with administrative tasks as needed, such as inventory management, data entry, and maintaining office supplies.
• Collaborate with other departments, including veterinary assistants and technicians and administrative staff, to ensure seamless workflow and communication.
• Support special projects or initiatives aimed at improving client experience and operational efficiency.

Requirements

• Strong leadership skills with the ability to motivate and inspire team members.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Proficiency in computer systems and software applications, including practice management software.
• Knowledge of veterinary terminology, procedures, and medical records management.
• Ability to multitask, prioritize tasks, and work effectively in a fast-paced environment.
• Flexibility to work evenings, weekends, and holidays as needed.