Client Services Lead

Overland Veterinary Clinic; Los Angeles (CA); On-site; USD 54,000 - 64,000; Full time

Benefits offered by this job

401(k)

Health Savings Account

Paid time off

Job summary

National Veterinary Associates (NVA) seeks a Lead Client Care Representative for its veterinary network. The CCR is the first point of contact, handling phones, greeting clients, preparing files, updating records and handling payments to ensure smooth front-desk operations.

The role requires strong leadership, excellent communication, and ability to manage a fast-paced, high-stress environment. The position offers full-time hours, overtime eligibility, and benefits including 401(k), health

Qualifications

• High school diploma required.
• Two years of people management experience.
• Ability to obtain Vet Assistant Controlled Drug Handling Permit.

Responsibilities

• Provide leadership and supervision to CCRs.
• Prioritize tasks to keep front desk and hospital running smoothly.
• Maintain positive relationships with staff and clients.
• Ensure appointments run on time and minimize client wait times.
• Coach and develop CSR staff and address performance issues.
• Oversee customer service interactions and enforce policies.
• Assist with scheduling emergencies when needed.
• Complete daily checklists and reconcile close batches.
• Train CCRs on client education and product distribution.
• Mediate interpersonal problems and support staff morale.

Skills

Excellent communication

Organized

Vet terms knowledge

Computer skills

Patience and respect

Dealing with stress

Education

High school diploma

People management experience

Vet Assistant Controlled Drug Handling Permit

Tools

Vetcome PIMS

Job description

Summary

The Client Care Representative is the client’s first contact when calling or visiting the practice and as such, represents the professional image of the practice to callers and visitors. The CCR answers telephones, greets clients, prepares patient files, receives, and relays client correspondence, and updates client financial records.

Pay Scale/Wages:

The Lead CSR will be scheduled to work 30-40 hours per week including mornings, evenings and weekends. Team members will have the opportunity to earn overtime pay for hours worked over 40 per week. Full time employees will be eligible for benefits.

Compensation-

• Base salary of $26.00/hr - $31.00/hr
• 401(k)
• Health Savings Account
• Paid time off

Essential Functions:

• Provide strong leadership and supervision to CCRs.
• Understands what task must be prioritized.
• Refrains from excessive conversation that distracts from the task at hand.
• Ability to maintain a positive, cooperative relationship with all other employees.
• Gives respect to coworkers even when busy or hectic.
• Maintain and/or exceed standards of performance that must be met to effectively keep the front desk and the hospital running smoothly.
• Ensures daily checklist is completed, up to date and turns in checklists accordingly.
• Direct the flow of traffic to ensure appointments are running on time. Communicate with team and clients if running behind. Find solutions to minimize wait times for clients.
• Ability to logically schedule appointments, recognize gaps in the schedule and address them accordingly.
• Has a strong working knowledge of Vetcome PIMS.
• Provide support and assistance with coaching and professional development of CSR’s.
• Ability to correct other’s mistakes with tact and respect.
• Assist with developing and implementing ways to improve staff morale.CCR’s need to know that they are vital to the operation of this business and are appreciated.
• Provide instruction and training to the CCR’s. (emphasis on client education and product distribution)
• Assist with employee evaluations.
• Mediate any interpersonal problems.
• Meet regularly with office manager, technician manager and hospital manager to discuss any problems or improvements.
• Whenever needed, assist with emergency scheduling.
• Provide adequate and compensated time to fulfill the responsibilities of the job.
• Oversee all customer service interactions.
• Ability to bond with clients and patients.
• Ability to maintain a positive environment for our clients.
• Implementing and ensuring all new and old policies/procedures are followed consistently.
• Promoting the hospital’s vision statement.
• In charge of the hospital’s appearance to the public.(i.e., outside grounds, waiting room, retail area) Always concerned with practice appearance and promptly tends to any areas of concern.
• Handle sub-professional questions or direct them to the correct individual.
• Accurately explain payment policy and accepted forms of payment.
• Has the authority and ability to “make right” as deemed fair to ensure all clients leave satisfied. If unsure, let client know that office manager will call on her next day in.
• De-escalate disgruntled clients, listen, and offer solutions if possible.
• Attends all staff meetings and implements changes associated with front desk.
• Verify close batches reconcile.

Performs other duties as assigned by management. This is not an all-inclusive list, but rather an overview.

Qualifications:

• High school diploma
• People Management Experience (2yrs Min)
• Ability to obtain Vet Assistant Controlled Drug Handling Permit

Skills and Abilities:

• Excellent oral and written communication.
• Organized and meticulous.
• Knowledge of basic veterinary terms and procedures.
• Knowledge of basic computer skills.
• Patience and respect for clients, patients, and employees.
• Ability to deal with fast pace and stressful situations.

Physical Demands:

• Standing and walking 50% of the time.
• High stress environment.

Fast paced veterinary hospital..

National Veterinary Associates (NVA) is a leading North American pet health care company with nearly 1,300 locations spanning general practice veterinary hospitals, Ethos emergency and specialty hospitals, and pet resorts and equine veterinary care. With approximately 40,000 team members, we care for pets and support pet families in communities across the United States and Canada. Our purpose is to give pets and the people who love them more quality years together, and our mission is to make care more personal, easy and accessible while advancing medicine and care across every stage of life. Across NVA, we support our teams with the resources, expertise and opportunities they need to deliver exceptional care and help shape the future of veterinary and pet care.

Purpose

Give pets and the people who love them more quality years together

Mission

Transform the pet family experience to be personal, easy and accessible, while advancing medicine and care across every stage of life.

Values

Care Deeply, Do What’s Right, One Team, Own It, Shape What’s Next

One NVA: Bringing General Practice & Ethos Together

NVA is built to make care personal, easy and accessible, while advancing medicine across every stage of a pet’s life.

At National Veterinary Associates, we want to make sure your experience connecting with us is seamless and straightforward. Here’s what to expect when interacting with us:

• We’ll always reach out via verified LinkedIn profiles or emails ending in @nva.com
• We may also contact you via text message from an identified NVA representative for recruiting-related communication
• All job opportunities and applications are hosted on our official careers site: careers.nva.com
• There is no cost or confidential information required to apply or be considered for a position

If you have any doubts about a communication, feel free to visit our careers page to verify authenticity or email us at [e-mail]. Thank you for exploring opportunities at NVA!

NVA offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees. The team can provide more information about compensation and benefits for your specific location during the process. For positions based in Colorado, NVA provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.

NVA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.