Customer Service Lead

Client Service Representative Supervisor – Great Road Vet Hospital Acton, MA 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 that distinguish the Supervisor include managing staff schedules, ensuring the appropriateness of practice schedules, assist 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 possess a minimum of three years of relevant experience in veterinary settings, such as clinics, hospitals, or shelters, and are encouraged to apply if they have experience in human medical fields as well. The role emphasizes collaboration and teamwork, requiring strong leadership and customer service skills enabling you to make a significant positive impact on the lives of both patients and owners daily. Ideal applicants should be motivated, energetic, compassionate, eager to foster professional growth and contribute to a supportive workplace culture. CSR Supervisor Responsibilities Work on the floor to assist, train, and supervise the CSR team Reviewing applications and selecting the strongest candidates for interviews. Conduct employment interviews with the Practice Manager Working with new personnel and Practice Manager to ensure new hire documentation is completed accurately. Updating the training manual as needed. Assuming oversight for personnel training at the front desk. Assess the ongoing training needs of staff. Reviewing the practice schedule to ensure that DVM appointments are evenly planned throughout the week. Addressing performance issues under the guidance of the Practice Manager. Working 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 Manages accounts receivable under the direction of the PM. Orders office supplies. Recommends technological updates for more effective operations. Supports 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 Answers incoming telephone calls by the third ring, using proper telephone etiquette. Operates a multiple‑line telephone system. Answers incoming lines, places callers on hold, transfers calls, and pages staff members. Takes and routes messages for veterinarians and staff members. Client Relations Follow established hospital guidelines for communicating with clients in different types of situations, such as general inquiries, scheduling appointments, routine and non‑routine medical questions, patient emergencies, and prescription refills. Handles basic questions regarding hospital services, fees, and animal care and treatment in accordance with hospital policies. Appropriately directs other questions and communication to a veterinarian, Practice Manager, or other staff member. Uses active listening skills to obtain all necessary medical and personal information from the client. Discerns any potential client problems, complaints, or questions and handles them appropriately. Relays medical instructions; itemizes the client’s statement; reviews it orally with the client; and informs the client about hospital policies, such as pre‑operative instructions, payment and credit policies, and vaccination policies. Communicates with clients as needed regarding invoices and the medical status of their pets. Makes calls to clients on a timely basis from a call‑back list. Provides 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. Maintains knowledge of current wellness‑care standards and common medical problems. Maintain current client contact information. Appointment Scheduling Schedules outpatient, surgical and hospitalized patients using a computerized scheduling program. Schedules appointments in accordance with established hospital guidelines, allocating the appropriate amount of time according to the type of visit. Schedules appointments to meet the clients’ needs and most efficiently uses veterinarians’ and staff members’ time. Recordkeeping and Filing Accurately enters and retrieves records and reports, enters fees and charges, and maintains the database. Retrieves and re‑files medical records accurately and promptly. Updates client files and patient records as needed. Scans medical documents. Email medical records to requesters, with client’s permission. Procedures and Protocols Adheres 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. Communicates basic patient preventative care protocols to clients. Maintains knowledge of the practice’s products and services. Improves veterinary knowledge by taking advantage of staff meetings and in‑house training. Patient Admittance Completes required forms, such as the new client form, patient visit form, and client report, and obtains all necessary information. Notes the source of client referrals. Obtains medical and vaccination histories from the client. Recognizes and notes any procedures due for the patient.Follows hospital policies regarding patient admittance (e.g., vaccination status). Relays all necessary information to the veterinarians and technicians. Triages urgent‑care patients and communicates with the medical team as appropriate. Cash Handling Accept payments from the client. Accurately processes cash, checks, charge card payments, and credit account payments. Performs end‑of‑day procedures each evening, including balancing the cash drawer, running daily reports, preparing and making a bank deposit as needed, and presenting reports and deposit receipts to the Practice Manager. Facility Maintenance Assists staff with cleaning and straightening the public areas of the practice, including the front desk, reception area, client restrooms, and exam rooms. Opens the practice and sets up for the morning as directed. Closes the practice for the evening as directed. Personal Conduct Serves as a representative of the hospital, displaying courtesy, tact, consideration, and a positive attitude in all interactions with clients, patients, and other staff members. Demonstrates initiative in everyday duties by seeking other work during down times, assisting other employees, and filling in for other employees as needed. Adheres to the posted work schedule. Arrives for work promptly and begins work at the start time. Follows hospital policies for reporting lateness or absences. Utilizes Workday to clock in and out at the beginning and end of each day as well as breaks. Organizes work area and exercises time‑management skills to maximize personal efficiency. Prioritizes tasks and handles 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 Have knowledge of principles and processes of animal handling/patient care and knowledge of 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 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 #J-18808-Ljbffr