Client Service Representative Lead

Client Service Representative Lead

Location: VCA Sacramento Veterinary Referral Center, Sacramento, CA

Position Type: Full-time

About Us: VCA Sacramento Veterinary Referral Center is a premier provider of advanced veterinary care, dedicated to ensuring the health and well-being of pets through compassionate, high-quality services. Our team is composed of skilled professionals who are committed to delivering excellent veterinary care and outstanding customer service. We are looking for a dynamic and experienced Client Service Representative Lead to join our team and help drive our purpose forward.

Job Summary

The Client Service Representative (CSR) Lead will oversee the daily operations of the client service team, ensuring an exceptional experience for our clients and their pets. The CSR Lead will be responsible for managing front desk operations, training and supervising CSR associates, and acting as a liaison between clients and veterinary associates. This role requires strong leadership skills, a passion for client service, and the ability to thrive in a fast-paced environment.

Key Responsibilities

• Leadership and Supervision:
• Lead, coach, and mentor the client service team to deliver superior client service.
• Address any client or associate issues promptly and effectively, escalating when necessary.
• Provide feedback, and develop professional growth plans for CSR associates.
• Client Interaction:
• Greet and assist clients in a friendly and professional manner.
• Address client concerns and resolve issues promptly and effectively. Maintain a positive, empathetic, and professional attitude towards clients at all times.
• Administrative Duties:
• Oversee patient check-in/check-out, and accurate record-keeping.
• Oversee CSR Daily Task List to ensure that all tasks are completed daily.
• Ensure the reception area is clean, organized, and welcoming.
• Handle financial transactions, including invoicing and payments.
• Communication:
• Act as a liaison between clients and veterinary associates to ensure clear and accurate communication.
• Disseminate important information and updates to the CSR team. Facilitate training sessions to keep informed and motivated.
• Constructively provide feedback to the Client Service Supervisor.
• Operational Efficiency:
• Develop and implement standard operating procedures to enhance workflow and client service.
• Monitor and manage inventory of office supplies and client materials.
• Assist with marketing and community outreach efforts as needed.

Qualifications

• High school diploma or equivalent required; associate or bachelor's degree preferred.
• Minimum of 1-3 years of customer service experience.
• Experience in a veterinary or medical setting is highly desirable.
• Strong leadership and team management skills.
• Excellent interpersonal and communication skills.
• Proficiency in computer systems and office software (e.g., MS Office, veterinary practice management software).
• Ability to handle stressful situations calmly and effectively.
• Strong organizational skills and attention to detail.

Working Conditions

• Full-time position, may require some weekend and evening shifts.
• Fast-paced, high-energy environment.
• Frequent interaction with clients and their pets, including handling animals of various sizes and temperaments.

Benefits

• Competitive salary and benefits package, including medical, dental, and vision insurance.
• 401(k) plan with employer match.
• Paid time off and holidays.
• Continuing education and professional development opportunities.
• Generous Employee pet care discounts.