Lead Client Service Representative

Vicar Operating, Inc. dba VCA; United States; On-site; USD 29,000 - 34,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Paid time off

Pet care discounts

Career development

Team environment

Job summary

VCA Animal Hospitals in the United States is seeking a Lead Client Service Representative to guide a busy client service team within the hospital. Under the Hospital Manager and Client Service Supervisor, you will oversee daily operations, mentor staff, and ensure outstanding client service and smooth front-office workflow.

The ideal candidate has leadership experience, is customer-focused, and can multitask in a fast-paced veterinary environment.

Qualifications

• Excellent knowledge of client service and communications center operations.
• Strong organizational skills and attention to detail.
• Strong client relations and interpersonal skills.
• Excellent oral and written communication skills.
• Intermediate to expert computer skills.
• Strong leadership and team support skills.
• Ability to coach, mentor, and support team members.
• Self-starter with the ability to work independently and as part of a team.
• Strong client service background.
• Ability to handle multiple priorities in a fast-paced environment.
• Ability to lift up to 40 pounds.
• Previous leadership or supervisory experience preferred.
• Minimum of 2 years of client service experience preferred.
• Minimum of 2 years of veterinary experience preferred.

Responsibilities

• Support the day-to-day operations of the client service areas and maintain strong relationships with internal departments.
• Assist with interviewing, training, coaching, developing, mentoring, and supporting Client Service team members.
• Provide on-the-job training to help develop team members' skills and reinforce client service standards.
• Assist the Hospital Manager and Client Service Supervisor with daily hospital operations.
• Support front office workflow and ensure consistent execution of policies, procedures, and protocols.
• Assist with resolving client concerns and communicate trends or opportunities to hospital leadership.
• Identify potential problems, workflow concerns, and client service needs, and provide recommendations to leadership.
• Utilize sound judgment when making decisions that support the best interests of the hospital, clients, and patients.
• Coach and support team members while encouraging accountability and teamwork.
• Assist with performance feedback and development conversations for Client Service team members.
• Assist with maintaining reporting tools and operational resources needed to support business goals.
• Support accurate communication of financial information to clients and medical team members.
• Act as a liaison between Client Service and other hospital departments.
• Assist with maintaining a positive, organized, and efficient front office environment.
• Serve as a role model by demonstrating professionalism, accountability, teamwork, and exceptional customer service.

Skills

Client service operations

Leadership

Team coaching

Communication skills

Multitasking

Computer skills

Interpersonal skills

Veterinary experience

Able to lift 40 lbs

Tools

CRM software

Microsoft Office

Job description

We are seeking a highly experienced Client Service Professional to join our team as a Lead Client Service Representative. Under the direction of the Hospital Manager/Administrator and Client Service Supervisor, the Lead Client Service Representative performs a wide range of administrative activities related to providing quality patient care and excellent client service, supporting hospital operations, managing client communications, assisting with financial processes, promoting hospital services, and supporting team development and daily business operations. The ideal candidate is a reliable self-starter who is motivated by a challenging, fast-paced environment. Strong candidates will have leadership experience, a positive attitude, a friendly demeanor toward both animals and people, strong attention to detail, the ability to multitask, and a passion for providing exceptional client service.

Compensation: The anticipated hourly range for this position is $21.00 - $25.00 per hour, depending on experience, qualifications, skills, and business needs.

Skills and Qualifications

• Excellent knowledge of client service and communication center operations
• Strong organizational skills and attention to detail
• Strong client relations and interpersonal skills
• Excellent oral and written communication skills
• Intermediate to expert computer skills
• Strong leadership and team support skills
• Ability to coach, mentor, and support team members
• Self-starter with the ability to work independently and as part of a team
• Strong client service background
• Ability to handle multiple priorities in a fast-paced environment
• Ability to lift up to 40 pounds
• Previous leadership or supervisory experience preferred
• Minimum of 2 years of client service experience preferred
• Minimum of 2 years of veterinary experience preferred

Schedule Requirements

This position requires flexibility based on the needs of the hospital. The Lead Client Service Representative must be available to support coverage needs, including Monday through Friday and rotating Saturdays. Weekend availability is required to support hospital operations and client service needs.

Job Responsibilities

• Support the day-to-day operations of the client service areas and maintain strong relationships with internal departments
• Assist with interviewing, training, coaching, developing, mentoring, and supporting Client Service team members
• Provide on-the-job training to help develop team members' skills and reinforce client service standards
• Assist the Hospital Manager and Client Service Supervisor with daily hospital operations
• Support front office workflow and ensure consistent execution of policies, procedures, and protocols
• Assist with resolving client concerns and communicate trends or opportunities to hospital leadership
• Identify potential problems, workflow concerns, and client service needs, and provide recommendations to leadership
• Utilize sound judgment when making decisions that support the best interests of the hospital, clients, and patients
• Coach and support team members while encouraging accountability and teamwork
• Assist with performance feedback and development conversations for Client Service team members
• Assist with maintaining reporting tools and operational resources needed to support business goals
• Support accurate communication of financial information to clients and medical team members
• Act as a liaison between Client Service and other hospital departments
• Assist with maintaining a positive, organized, and efficient front office environment
• Serve as a role model by demonstrating professionalism, accountability, teamwork, and exceptional customer service

What We Offer

We offer competitive compensation and great benefits for eligible employees, including:

• Medical, dental, and vision benefits
• Paid time off
• Employee pet care discounts
• Career development opportunities
• A collaborative team environment focused on providing exceptional veterinary care

Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!

The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development).

We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at vcacareers.com.

A leader in veterinary care, VCA Animal Hospitals is committed to taking care of the future of veterinary medicine. We are a family of hometown animal hospitals determined to positively impact pets, people and our communities. From primary care to emergency, urgent and specialty care, VCA delivers world-class medicine and hometown care to more than four million pets each year. We invest in cutting-edge tools, training and technology that enable Associates across our national network of hospitals to lead the industry today and into tomorrow. Among our talented 35,000 Associates are nearly 7,000 veterinarians – including 500 who are board-certified specialists – nearly 4,000 credentialed technicians and over 10,000 veterinary assistants – all dedicated to giving pets the very best in medical care. The future of veterinary medicine is in our hands. Join us.