Client Service Representative Lead

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 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 upsetProficient 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

Interested?

Ready to apply?