Customer Service Lead

Client Service Representative Supervisor - Great Road Vet Hospital Acton, MA We believe great medicine starts with great teams - and great teams require great leaders. Job Description We are looking for a personable and skilled Client Service Representative (CSR) Supervisor to join our team! As the primary point of contact at our clinic, you will play a crucial role in ensuring every client interaction—whether over the phone or in person—results in a positive and memorable impression. Your ability to create a welcoming environment and deliver exceptional service will be key to our success. A successful Supervisor must possess strong communication and leadership skills to guide the team effectively while demonstrating organizational abilities and a commitment to customer relations as well as patient care. Key responsibilities include managing staff schedules, ensuring the appropriateness of practice schedules, assisting with hiring and training new employees, addressing performance issues, auditing end‑of‑day procedures, updating training materials, and maintaining a focus on exceptional customer service across the team. Ideal candidates should have a minimum of three years of relevant experience in veterinary settings (clinics, hospitals, shelters) and may also bring experience from human medical fields. The role emphasizes collaboration and teamwork, requiring strong leadership and customer service skills to make a significant positive impact on patients and owners daily. Motivated, energetic, compassionate, and eager to foster professional growth are desired qualities. CSR Supervisor Responsibilities Work on the floor to assist, train, and supervise the CSR team Review applications and select strongest candidates for interviews Conduct employment interviews with the Practice Manager Ensure new hire documentation is completed accurately with new personnel and the Practice Manager Update the training manual as needed Oversee personnel training at the front desk Assess ongoing training needs of staff Review the practice schedule to ensure DVM appointments are evenly planned throughout the week Address performance issues under the guidance of the Practice Manager Work with staff to ensure accurate end‑of‑day reports Communicate with the Practice Manager and Technician Supervisor to facilitate coverage for staff lunch breaks, absences, and last‑minute schedule changes Manage accounts receivable under the direction of the PM Order office supplies Recommend technological updates for more effective operations Support special administrative projects for marketing Gather monthly statistics Conduct monthly staff meetings Participate in monthly CSR Supervisor Team Meetings, Team Leadership Meetings, and Staff Meetings CSR Responsibilities Telephone Communication Answer incoming telephone calls by the third ring, using proper telephone etiquette Operate a multi‑line telephone system Answer incoming lines, place callers on hold, transfer calls, and page staff members Take and route messages for veterinarians and staff members Client Relations Follow established hospital guidelines for communicating with clients in various situations (general inquiries, scheduling appointments, routine and non‑routine medical questions, patient emergencies, prescription refills) Handle basic questions regarding hospital services, fees, and animal care and treatment in accordance with hospital policies Appropriately direct other questions and communication to a veterinarian, Practice Manager, or other staff member Use active listening skills to obtain all necessary medical and personal information from the client Discern any potential client problems, complaints, or questions and handle them appropriately Relay medical instructions, itemize the client's statement, review it orally with the client, and inform the client about hospital policies (pre‑operative instructions, payment and credit policies, vaccination policies) Communicate with clients as needed regarding invoices and the medical status of their pets Make calls to clients on a timely basis from a call‑back list Provide clients with any information or instructions they will need prior to their appointments Contact clients to schedule recheck appointments, confirm appointments, and pre‑surgical instructions Maintain knowledge of current wellness‑care standards and common medical problems Maintain current client contact information Appointment Scheduling Schedule outpatient, surgical, and hospitalized patients using a computerized scheduling program Schedule appointments in accordance with established hospital guidelines, allocating the appropriate amount of time according to the type of visit Schedule appointments to meet the clients' needs while efficiently using veterinarians' and staff members' time Recordkeeping and Filing Accurately enter and retrieve records and reports, enter fees and charges, and maintain the database Retrieve and re‑file medical records accurately and promptly Update client files and patient records as needed Scan medical documents Email medical records to requesters, with client's permission Procedures and Protocols Adhere to all hospital policies, standards, and procedures, including but not limited to dress code, grooming, smoking, and personal calls, as stated in the hospital procedures manual Communicate basic patient preventative care protocols to clients Maintain knowledge of the practice's products and services Improve veterinary knowledge by taking advantage of staff meetings and in‑house training Patient Admittance Complete required forms, such as the new client form, patient visit form, and client report, and obtain all necessary information; note the source of client referrals Obtain medical and vaccination histories from the client; recognize and note any procedures due for the patient Follow hospital policies regarding patient admittance (e.g., vaccination status) Relay all necessary information to the veterinarians and technicians Triage urgent‑care patients and communicate with the medical team as appropriate Cash Handling Accept payments from the client Accurately process cash, checks, charge card payments, and credit account payments Perform end‑of‑day procedures each evening, including balancing the cash drawer, running daily reports, preparing and depositing bank deposits as needed, and presenting reports and deposit receipts to the Practice Manager Facility Maintenance Assist staff with cleaning and straightening the public areas of the practice, including the front desk, reception area, client restrooms, and exam rooms Open the practice and set up for the morning as directed Close the practice for the evening as directed Personal Conduct Serve as a representative of the hospital, displaying courtesy, tact, consideration, and a positive attitude in all interactions with clients, patients, and other staff members Demonstrate initiative in everyday duties by seeking other work during down times, assisting other employees, and filling in for other employees as needed Adhere to the posted work schedule; arrive for work promptly and begin work at the start time; follow hospital policies for reporting lateness or absences Utilize Workday to clock in and out at the beginning and end of each day as well as breaks Organize work area and exercise time‑management skills to maximize personal efficiency Prioritize tasks and handle multiple tasks in a calm, organized manner Qualifications & Requirements Excellent verbal and written communication skills Dedicated excellence in client service Ability to properly prioritize and complete tasks simultaneously Ability to solve problems and adapt to multiple situations Knowledge of principles and processes of animal handling/patient care and common veterinary drugs Focus on operational and organizational excellence Demonstrates patience and empathy, strengths needed for this position High school diploma A degree in veterinary or a relevant field (preferred) 3 years of customer service experience 1 year of veterinary medicine experience 1 year of leadership experience (preferred) Compensation & Benefits Competitive pay ($22‑24/hour) with additional performance‑based bonuses 401(k) with company match CE allowance to allow for knowledge growth opportunities Employee pet discounts Health, dental, vision, life insurance, and mental health resources to support overall well‑being Generous paid time off and holidays, because personal time matters Student loan assistance to foster financial well‑being Tailored development programs, mentorship, and career pathing to help achieve unique goals Supportive, collaborative environment where everyone feels a sense of belonging #J-18808-Ljbffr Accreditation Council for Graduate Medical Education