Client Service Representative Lead

Charlotte Animal Referral & Emergency; Charlotte (NC); On-site; USD 55,000 - 68,000; Full time

Benefits offered by this job

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

Job summary

Charlotte Animal Referral & Emergency is seeking a dynamic CSR Lead to ensure customer service operations run smoothly at our Charlotte, NC hospital. The Lead will oversee training, policy adherence, and day-to-day CSR performance to deliver the highest level of client service.

The role includes coaching CSRs, handling escalations, and coordinating scheduling while supporting hospital teamwork on a 24/7 schedule. Strong communication and emotional intelligence are essential for success.

Qualifications

• Minimum requirement is a high school diploma or equivalent.
• Two years in a supervisory or managerial role, preferably in a call center.
• Strong written and verbal communication skills; ability to stay calm under pressure.

Responsibilities

• Act as an on-the-floor resource to troubleshoot client, communication, and technical issues.
• Assist in training CSRs to CARE standards and hospital policies.
• Coach CSRs and provide feedback to improve service levels.
• De-escalate upset clients and support staff with difficult calls.
• Escalate issues to CSR Supervisor with daily performance updates.
• Manage CSR scheduling and participate in regular performance reviews.

Skills

Customer service leadership

Communication skills

Emotional intelligence

Problem solving

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

Interested? Take a virtual tour here!