Client Service Lead — Veterinary ER & Specialty Care

CARE | Charlotte Animal Referral & Emergency; Charlotte (NC); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

80-hours PTO

Company Health Insurance

Dental Insurance

Vision Insurance

401k with company match

Group Term Life Insurance

Voluntary Term Life Insurance

$1,500/yr Flexible Spending Account

Employee Assistance Program

Employee Discount

$750/yr CE Allowance

Uniform Allowance

Referral Program

Tuition Reimbursement

Job summary

CARE | Charlotte Animal Referral & Emergency, a 24-hour emergency and specialty referral hospital in Charlotte, NC, seeks a dynamic CSR Lead to ensure smooth customer service operations and contribute to human resources responsibilities.

The role requires at least 2 years in a supervisory capacity, preferably in a call center environment, with strong communication skills and veterinary experience preferred. Some holidays and weekends are required due to 24/7 operations.

Qualifications

• High school diploma or GED required.
• Minimum 2 years in a managerial or supervisory role.
• Veterinary medicine experience preferred.

Responsibilities

• Be an on-the-floor resource to troubleshoot staff issues and maintain high service standards.
• Assist in training CSRs to CARE policies, procedures, and technology.
• Coach CSRs and provide feedback to improve performance and de-escalate upset clients.
• Handle concerns escalated beyond CSRs and communicate updates to leadership.
• Coordinate with CSR Supervisor on staffing and scheduling; participate in team meetings.
• Suggest process improvements to increase efficiency and collaboration.

Skills

People management

Customer service

Written and verbal communication

Emotional intelligence

Computer proficiency

Education

High school diploma

Tools

Otto

Instinct

Phone system

Job description

CARE | Charlotte Animal Referral & Emergency, a 24-hour emergency and specialty referral hospital in Charlotte, NC, seeks a dynamic CSR Lead to ensure smooth customer service operations and contribute to human resources responsibilities.

The role requires at least 2 years in a supervisory capacity, preferably in a call center environment, with strong communication skills and veterinary experience preferred. Some holidays and weekends are required due to 24/7 operations.