Job Description

Mountainside 24/7 Animal Emergency is looking for a full-time Lead Client Service Representative!
Under new management and leadership with our amazing Medical Director, Dr. Harry Cozens, and inspiring Hospital Director, Robyn Luscombe, Mountainside 24/7 Animal Emergency is continuing to grow and change. Focusing on emergency medicine only, we are looking to onboard a full-time Lead Client Service Representative (CSR) to our team to help us as we move in a very exciting direction.
We understand that its about more than just working in a nice building with fancy toys and great wages and benefits; you also want growth and development opportunities to magnify your talents while still protecting your quality of life outside of work. And how about a workplace where you can bring your dog to work, too?!
Perfect for outdoor enthusiasts and urbanites alike, North Vancouver, BC, is an incredible place to live and work. Its true that our hospital offers a variety of extensive services and equipment, but its our people who truly make the difference. Emergency work is not for everyone, but with a patient-first philosophy, we aim to make every client and team member feel like they are part of our family.

The Position: We are searching for a full-time experienced Client Service Representative who is up for the fast paced and exiting challenge of emergency work to lead our team of talented Client Service Representatives. Previous veterinary industry and management experience preferred.

What are the perks, you might ask?

• Base salary of $46,000-$53,000 (based on previous veterinary experience).
• Fun perks like bringing your dog to work, healthy (and not so healthy) snacks in the staff room, team bonding events and more.
• Great health benefits package for full time staff.
• Staff discounts on pet food and services.
• Beautiful work space, view and location that encourages a healthy lifestyle (think dog trails, mountains, fresh air!).
• A chance to challenge yourself and develop your skills as a leader.
• Feeling proud and passionate about your job and look forward to coming to work every day!
• Being a part of a supportive and collaborative team environment where you feel valued.

We are excited to have you come join us and be a part of our talented team while advancing your own skills and experience!

POSITION SUMMARY
The Lead Customer Service Representative (Lead CSR) is responsible for assisting the management team in maintaining a positive environment for Mountainsides clients and patients by ensuring the delivery of outstanding, efficient, and friendly customer service daily. In addition to performing the regular duties of a Customer Service Representative, provides general direction to other CSRs, including daily coordination of breaks, and encouraging safe work practices and adherence to hospital policies and procedures. Under general direction from Human Resources, the Lead CSR is responsible for planning, creating, and maintaining the ongoing daily work schedule for all reception staff, including receiving, tracking, and approving all time off requests. Monitors and responds daily to absenteeism of all reception staff by arranging for coverage and notifying supervisors on duty of absent employees, as needed, in collaboration with the leadership team. Oversees, coordinates, and administers all initial and ongoing training for new and current reception staff. Assists HR with the onboarding of new reception staff, as required. Contributes to the maintenance of office SOPs and staff meetings, and provides ongoing feedback to management, as requested. Performs other related administrative duties (e.g., taking minutes, providing information, etc.).

PRIMARY DUTIES AND RESPONSIBILITIES

I. Ensures consistent and proper reception staffing coverage by:

• Planning and creating the ongoing daily reception schedule, including inputting into Deputy, and monitoring it daily to always ensure proper coverage while following pre-established parameters and limitations, as set by management.
• Responding to reception staff members who call in sick/absent and taking complete responsibility for finding coverage on regularly scheduled workdays.
• Monitoring, receiving, planning, and approving vacation requests and related coverage for reception staff.

II. Champions outstanding customer service and client relations daily by:

• Embracing and exemplifying the values and goals of Mountainside 24/7 Animal Emergency.
• Acting at the first point of contact for the timely and efficient resolution of daily customer issues, concerns, or conflict. Defers complex or escalated issues to management for resolution.
• Ensuring the timely and friendly response by Front of House (FOH) staff to regular customer inquiries.
• Contributing to the ongoing development and maintenance of FOH SOPs to ensure Mountainside is consistently delivering excellent service to clients and customers.
• Encouraging teamwork and positive flow between FOH staff, administrative and clinical team members to ensure positive employee morale, and that all patients are given the same level of care and attention consistently throughout their entire visit to the hospital.

III. Provides support and direction to the Customer Service Representative team by:

• Overseeing, coordinating, and administering all initial and ongoing training for new and current reception staff, in collaboration with the co-Lead CSR.
• Directly supervising the CSR team, ensuring that all staff are consistently supported and given the opportunity to voice concerns and make suggestions for improving office operations.

• Planning, contributing to, and taking/distributing minutes for regularly scheduled CSR staff meetings, as well as any additional meetings with teams or individuals, as required, to support the team members and help them successfully meet the goals of the business, under direction of Human Resources.
• Providing ongoing feedback to management regarding individual CSRs performance, as required.
• Acting as a CSR while working alongside other office staff and carrying out the usual functions of a CSR, concurrently with other Supervisor duties.

IV. Performs other duties as assigned, including ordering of office supplies as needed.

About Ethos:
Ethos Veterinary Health is at the forefront of innovation and world-class medicine. As the premier network of over 140 specialty and emergency hospitals across North America, Ethos brings together a dedicated community of more than 1,500 specialized doctors providing care for nearly 2 million pets annually. The integrated and collaborative network of veterinary professionals utilize state-of-the-art technology and a scientific, evidence-based approach to deliver compassionate, unparalleled care and rewarding careers. Committed to revolutionizing veterinary medicine, Ethos sets the standard in veterinary excellence. Discover more at EthosVet.com.

Ethos Veterinary Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.
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