Job Description

Burlington Veterinary Emergency & Referral Hospital

is seeking a friendly, energetic, and compassionate animal lover to join our team as a

full time Team Lead: Client Service Representatives

Job description

Burlington Veterinary Emergency & Referral Hospital

is seeking a seeking a friendly, energetic, and compassionate

Customer Service Representative Team Lead

to join and lead our fun and growing team in a

full-time

capacity. This is the perfect opportunity for an individual who thrives with Client Service and People skills.

We are looking for someone with a special interest in supporting our team, a passion for helping clients, and of course, a love of dogs and cats.

The Customer Service Representative, Team Lead is responsible for ensuring the quality of care and service provided is impeccable.

The successful candidate will be scheduled

36-44 hours per week

and must be available to work a variety

of days, evenings and overnights; as well as weekends and holidays as needed.

Job Duties:

Client Experience

Provides exceptional client service and builds relationships with clients and referring Veterinarians through service, respect, and professionalism. Contributes to smooth communication throughout a client's visit and seeks answers to any client questions or concerns. Checks in and updates clients before being prompted, to ensure all clients feel cared for and acknowledged. Routinely contributes to the cleanliness and organization of the practice, to ensure all guests leave with a lasting positive impression of the hospital.

Patient Experience

Focuses on the well-being and comfort of the patient while in our care Greets, handles, and treats pets with kindness, compassion and patience. Nurtures an environment that makes them feel safe and secure. Advocates for the patient. Helps provide an organized and calm procedural and patient flow throughout their stay.

Team Experience

Contributes to a positive, healthy culture. Uses a collaborative approach, assumes positive intent, and fosters open, proactive, and cooperative relationships. Contributes, supports, and implements new ideas and positive changes for themselves, the team, and the hospital. Lead, mentor, and support the CSR team to ensure outstanding client care. Schedule and delegate tasks to maintain efficient front desk operations. Supportive performance management, with a goal-oriented/developmental mindset for their team. Assist with conflict resolution (client concerns, team dynamics). Complete team schedules in line with hospital guidelines Uphold hospital policies and model professionalism Supports and participates in all voluntary and mandatory accreditations/regulations and training. This includes AAHA, Fear Free, Hands Free Radiation, Great Places to Work, Employment Standards AAHA, WHMIS, OHS, etc.

Reception Duties

Welcomes and supports clients and pets, adapting responses to reflect the situation. Efficiently and accurately performs clerical and reception duties, client and in-patient intake and discharge duties, schedules appointments, answers questions, and maintains front office and exam room flow. Acts as the liaison between clients and medical team and relays all necessary information timely and correctly. Identifies and addresses any issues. Sends client communications such as sympathy cards, and invoices in accordance with clinic protocols & approved timelines. Correctly enters client and patient information into PIMS and confirms it's up-to-date at every visit. Assists in monitoring inventory of office supplies. Identifies questionable or missed fees, and ensures that owners meet all financial obligations. Accurately performs daily invoicing, cash management and reconciliation. Is able to diffuse client conflict in a professional, hospitable and tactful manner. Escalates/refers when appropriate to Team Member.

Qualifications:

Above and beyond client service skills are a must Strong communication and interpersonal skills required Strong leadership and team-building skills. Ability to handle high-stress situations with empathy and composure. Detail-oriented and organized in a fast-paced environment. Experience in a veterinary or medical setting is an asset Multi-tasking and organizational skills A kind, compassionate, and responsible disposition Problem solving skills with the ability to adapt, be creative, and offer quick and effective solutions Ability to work in teams and thrive in a fast-paced environment A love for animals!

Total Compensation

We value our team members, and prove it by supporting your personal, financial, and professional growth through:

A Competitive Wage rate A comprehensive Health Benefits package (100% of Medical, Dental, & Vision premiums paid), effective following successful completion of 3-month probationary period Professional Services coverage (chiropractor, massage therapist, physiotherapist, and more) Employee Assistance Program Paid Vacation time Paid Emergency Days Generous Veterinary Discounts Uniform Allowance
We are an equal opportunity employer and are committed to providing a respectful, inclusive, and diverse workplace.

Job Type: Full-time

Pay: From $20.00 per hour

Expected hours: 36 - 44 per week

Benefits:

Dental care Disability insurance Discounted or free food Employee assistance program Extended health care Life insurance On-site parking Paid time off RRSP match Store discount Vision care
Experience:

Leadership: 1 year (preferred) Client Service: 2 years (preferred)
Work Location: In person