Lead Customer Service Representative -… at Lakefield… · Madison

POSITION SUMMARY: The Customer Service Representative Lead (CSR) actively recruits new clients and promotes hospital services. They schedule client visits and drives the flow of clients and pets through the hospital to aid the productivity of the veterinary medical team. Ensures good communication with the clients, and coordinates the care of the pets, influencing clients to return and refer their friends and families. This position acts as a Lead and provides guidance and training to the CSRs at the hospital. WHAT YOU’LL DO (Essential Functions): • Foster a culture built on our values: Respect, Learning, Do the Right Thing, WOW Service, and Fun • Perform Lead duties by providing guidance and expertise on daily activities for the CSRs. Assign duties and monitor execution to ensure service standards are met. Provide insights to the Hospital Administrator regarding the skill level and performance of the CSR team. Responsible for providing training to new CSRs and existing staff including how to effectively screen and triage cases and follow scheduling protocols. Ensure quality and standards of care are adhered to • Assist incoming clients. Document and enter the pet’s history, service data, and other pertinent information within the practice management software • Answer complex questions from clients on the phone and in person, acting as an initial triage to determine patient’s service needs. Refer the patient to the appropriate veterinary staff as needed • Schedule client appointments and follow-up exams. Work with Veterinarian(s) and veterinary staff as needed to ensure optimal scheduling • Assist outgoing clients by providing all necessary instructions, information, and invoices Dispense prescription items per the Veterinarian's instructions and sell retail products • Responsible for cash management including accepting payments for products and services provided. Perform daily reconciliation of the cash drawer • Respond to customer complaints in a professional, courteous manner and acts to satisfactorily resolve the problem • Assist the hospital leadership with administrative duties as needed, including but not limited to providing data and creating reports • Support a practice environment that promotes collaboration and teamwork and ensure the delivery of quality, compassionate, effective, and efficient health care to pets • Comply with all practice policies, quality assurance guidelines, and minimum standards of care • Perform other duties and projects as requested WHAT WE’RE LOOKING FOR (Essential Qualifications): Education: • High School Diploma or GED required Experience: • 2+ years in a lead role in retail sales or customer service required • Experience in veterinary or medical facility preferred Knowledge, Skills and Ability: • Strong knowledge of effective customer service principles • Strong knowledge of medical terminology • Advanced proficiency with Microsoft Office Suite • Advanced written, verbal, and active listening communication skills • Excellent customer relations and interpersonal skills • Effective conflict resolution skills with experience in defusing stressful situations • Prioritize work and handle a variety of tasks simultaneously, with frequent interruptions • Effectively and quickly respond to requests in a proactive manner • Excellent attention to detail and high level of accuracy PHYSICAL DEMANDS: While performing the duties of this job, the team member is regularly required to talk and hear. The team member must frequently use a computer for long periods of time. Specific vision abilities are required to do this job including close vision. This position requires walking and/or standing for long periods of time, bending, reaching, grasping, and repetitive motions. Must be able to lift up to 30 lbs. unassisted, 50 lbs. with assistance. Working environment may be stressful with aggressive, frightened, abused or injured animals that may bite or scratch. Must be able to work flexible hours including evenings and weekends. SUPERVISORY RESPONSIBILITIES: Supervisory responsibility, along with the Hospital Administrator, for Customer Service Representatives. ABOUT LAKEFIELD VETERINARY GROUP We believe exceptional veterinary care starts with exceptional people. We partner with hospitals across the country to preserve what makes each practice special - its people, culture, and connection to community - while providing the operational support and resources that allow teams to thrive. As we grow, we are committed to creating an environment where team members feel respected, supported, and empowered to deliver outstanding care. Our Values Our culture is built on five core values that guide how we work and serve: Respect Learning Do the Right Thing Wow Service Fun If these resonate with you, you’ll fit right in. Equal Employment Opportunity Lakefield Veterinary Group is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all team members and applicants.