Lead CSR

Quakertown Veterinary Clinic is seeking a Team Lead to join our team of Customer Service Representatives! At Quakertown Veterinary Clinic, our mission is to provide compassionate, high-quality veterinary care for our patients and an exceptional level of service for the owners who love them. We are open 24/7 and provide both emergency and routine treatment for all types of pets, including cats, dogs, horses, farm animals and exotic pets.

Our Customer Service Representatives plan an essential role in our success by acting as ambassadors of the hospital and serving as the first point of contact for our clients. Our ideal candidate must have a love for animals, strong communication skills, previous leadership experience and experience in customer service, sales or reception.

Full-time opportunities available. Shift expectations are primarily evenings. To best serve our clients and their pets, a weekly weekend shift commitment, rotating on-call shifts and select holidays are required for this position.

Responsibilities:

• Answer telephones and place calls quickly, efficiently and in a professional and friendly manner
• Respond to inquiries and provide information about products and services
• Greet clients, enter or update client and pet information into the practice computer system
• Schedule appointments and check clients in/out for appointments and services
• Monitor reception area and maintain awareness of patient conditions
• Prepare client invoices and obtain payment after services are performed
• Perform over the counter sales of specialty merchandise and prescription diets
• General clerical duties, such as filing documents, checking and sending mail and email, and maintaining client records
• Act as a main point of contact for Customer Service Representatives during shifts
• Address and handle all call-outs, tardiness and scheduling updates as needed during shifts
• Maintain productivity levels of all Customer Service Representatives
• Promote positive working relationships and efficient and effective communication with all employees
• Proactively troubleshoot problem areas and respond to customer complaints
• Adhere to policies and protocols as outlined in the employee handbook
• Effectively communicate any pertinent information regarding employees, business or customer needs with the department supervisor

Qualifications:

• Previous experience in customer service, sales, reception or other related fields required
• Previous leadership experience required
• Ability to build rapport with clients
• Ability to prioritize tasks and multi-task
• Maintain a professional appearance and demeanor
• Excellent written and verbal communication skills
• Organized with strong attention to detail
• Strong phone etiquette
• Ability to work in a fast-paced environment
• Ability to remain calm and efficient during times of high tension