Customer Service Representative Lead

• Leadership and Planning

• Collaborates in a leadership role with the Managing Veterinarian(s) and hospital manager as a team when needed as a part of the overall part of the hospitals success.

• Creates the hospital schedule and manages labor costs to budget.

• Participates in the weekly, monthly and annual planning meetings for budget process.

• Establishes goals for the practice and staff.

• Acts as a champion for change and identifies, documents, shares, and promotes best practices daily

• Plans and helps leads employee meetings.

• Leads team daily in efficiency and positivity/ helps manage call in’s/ and attendance

• Operations

• Supports HM with education of employees on hospital financial policies and procedures, medical protocols, and client compliance program responsibilities.

• Develops and implements hospital policy, including DEA/Controlled Substances and OSHA compliance.

• Performs quality checks and reviews of client files.

• Manages vendor relationships.

• Monitors computer systems and works with Help Desk to resolve technical systems/equipment issues.

• People Management

• Works with the Managing Veterinarian, and HM on staffing needs including training, documenting and coaching conversations as required or needed.

• Recruits new employees and participates in the selection/interview process.

• Completes employee orientation, training and performance appraisals.

• Coaches and mentors employees and identifies continuous learning and skill building needs.

• Implements performance-based incentive and rewards and recognition programs

• Mediates conflict and maintains employee morale/engagement.

• Helps support HM with tracking and maintaining current licensure for all DVMs.

• Client Service

• Drives client visits through strategic client communication and local marketing efforts (i.e. Community).

• Trains staff on client service initiatives and uses client visit growth best practices.

• Demonstrates and reinforces the highest level of client service, treats clients and pets like family.

• Supports HM and helps Manage client relationships; effectively resolves client issues and escalations, Birdeye, client complaints.

• Oversees client follow-up procedures, including reminders and call backs with staffing.

• Utilizes client service initiative measurements to evaluate hospital and staff performance.

• Financial

• Supports HM in managing inventory cost oversees the semi-annual inventory process.

• Supports HM with helping to control all ordering and facility/administrative costs.