Client Service Representative Lead

CARE | Charlotte Animal Referral & Emergency; Charlotte (NC); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

PTO 80 hours

Health Insurance

Dental Insurance

Vision Insurance

401k with company match

Life Insurance

Voluntary Life Insurance

Flexible Spending Account

Employee Assistance Program

Employee Discount

CE Allowance

Uniform Allowance

Referral Program

Tuition Reimbursement

Job summary

CARE | Charlotte Animal Referral & Emergency in Charlotte, NC is seeking a dynamic CSR Lead to guide customer service operations on a rotating shift schedule. The Lead will supervise CSRs, train staff, and collaborate with hospital teams to ensure top-quality client communication and service.

The role requires a high school diploma, 2+ years in a supervisory role, and excellent communication. Veterinary experience is preferred. Competitive benefits offered.

Qualifications

• High school diploma or GED.
• At least 2 years in a supervisory/managerial role, preferably in a call center.
• Veterinary medicine experience preferred.
• Ability to stay calm when customers are stressed or upset.
• Proficient with computers.
• Excellent written and verbal communication skills.
• Emotional intelligence and social awareness.

Responsibilities

• Act as an on-floor resource for staff to troubleshoot client, communication and/or technical issues.
• Assist in training new CSRs on CARE standards, hospital policies, and technology (Otto, Instinct, phone system).
• Coach CSRs on policies and provide feedback regularly.
• Help de-escalate difficult calls and assist in resolving concerns.
• Provide daily updates to the CSR Supervisor on staff performance and client matters.
• Coordinate with CSR Lead on staffing and scheduling to ensure continuity of service.
• Suggest process improvements for CSRs to maximize efficiency and collaboration.
• Attend 7:30am Operations Team meetings on the first and third Tuesday of the month.
• Maintain CSR schedule and resolve scheduling conflicts.
• Conduct quarterly 1:1s and yearly reviews with CSR staff.
• Other tasks as assigned by management.

Skills

Customer service experience

Communication skills

Emotional intelligence

Computer proficiency

Calm under pressure

Education

High school diploma

Tools

Otto

Instinct

Phone system

Job description

CARE | Charlotte Animal Referral & Emergency is an independently, woman owned 24-hour Emergency and Specialty Referral Hospital in Charlotte, NC that offers its employees a fun company culture, supportive work environment, excellent benefits, and opportunities for growth! Board-certified specialty services offered include internal medicine, cardiology, neurology, surgery, oncology, and ophthalmology. Our advanced diagnostic services include ultrasonography and echocardiography, electroencephalography, endoscopy, rapid-scan CT imaging, high field MRI, and cardio cath lab, in addition to many others.

Charlotte Animal Referral & Emergency is seeking a dynamic CSR Lead to join the team.The Client Service Representative (CSR) Lead is responsible for ensuring customer service operations run smoothly and in accordance with CARE policies and protocols and meets CARE customer service standards during their assigned shifts. The Lead’s role is composed of two primary components: customer service and human resources.

Shifts Available:

• 1st shift:7am to 5pm
  • As a 24/7 hospital, some holidays and weekends will be required.

Requirements:

• High school diploma, general education degree or equivalent
• Minimum 2 years' experience in a managerial or supervisory role, preferably in a call center environment
• Veterinary medicine experience preferred
• Ability to stay calm when customers are stressed or upset
• Proficient with computers
• Experience in customer service
• Excellent written and verbal communication skills
• Emotional intelligence, self and social awareness

Responsibilities:

• Act as an ‘on the floor’ resource for staff to troubleshoot or problem solve client, communication and/or technical issues so that all clients receive the highest level of customer service
• Assist in training new CSRs in accordance with CARE customer service standards, hospital policies, protocols, and technology (i.e., Otto, Instinct, and phone system)
• Coach new and existing CSRs on hospital policies and protocols and provide both positive and constructive feedback to CSRs regularly
• Coach CSRs through difficult calls or questions and assist in de-escalating upset clients
• Handle client and interdepartmental concerns and issues escalated beyond the CSRs
• Provide daily updates to the CSR Supervisor regarding staff performance, client matters, and concerns/issues with other hospital departments
• Communicate daily with the other CSR Lead regarding staffing, client and/or hospital concerns and issues to ensure the best continuity of service
• Suggest process improvements for the CSRs to maximize efficiency and collaboration with other hospital departments
• Perform daily period closing activities (Daytime Lead only)
• Attend and actively participate in the 7:30am Operations Team meetings held every first and third Tuesday of the month
• Help maintain CSR schedule and any scheduling conflicts
• Conduct Quarterly 1:1s and Yearly reviews with CSR staff
• Proficient in CSR job functions and duties
• Other tasks as assigned

Benefits:

• 80-hours of 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

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