Lead Veterinary Client Service Representative
hace 7 días
Westmont
Job DescriptionDescription: Lead Veterinary Client Service RepresentativeUrban Veterinary Associates | Where Compassion, Connection & Team Wellness Shine Department: Reception Reports To: Hospital Manager Status: Hourly, Non-Exempt Pay Range: $23–$26 per hour ( depending on experience and skill level ) At Urban Veterinary Associates, our reception team is the heartbeat of the client experience—and we’re looking for a Lead Client Service Representative who is warm, organized, communicative, and excited to create exceptional experiences for every client who walks through our doors. This role blends leadership, customer service excellence, administrative skill, and genuine compassion. If you love mentoring others, building positive relationships, solving problems, and creating a welcoming atmosphere, we would love to meet you! Our Core Values (Your North Star Here!) • We Proactively Free Solo — You anticipate needs, take initiative, and help the team stay one step ahead., • We LIVE Perpetual Improvement — You’re always growing and help others grow too., • Our Reputation Promotes Trust — You present professionalism, warmth, and reliability every day. Position Summary The Lead Client Service Representative supervises the reception team, supports the overall client experience, oversees daily administrative tasks, and helps maintain efficient front-desk operations. You’ll act as a liaison between the reception department and management, championing communication, organization, and client satisfaction. Your leadership helps set the tone for our hospital—positive, professional, and always welcoming. Essential Duties & ResponsibilitiesClient Service & Front Desk Leadership • Perform all duties of a veterinary receptionist with a high degree of professionalism, • Supervise client service operations to ensure consistently positive client experiences, • Lead receptionists through training on hospital procedures and continuing education, • Ensure new receptionists complete required ACT training within their first 90 days, • Maintain daily/weekly/monthly receptionist task compliance, • Keep the reception area, lobby, and exam rooms organized, clean, and inviting, • Oversee retail area—ensuring shelves are stocked, priced, and tidy, • Ensure safety protocols are followed in the reception area, • Participate in interviewing CSR candidates with the Manager, • Help lead receptionist meetings and support open, constructive communication Office Management ResponsibilitiesHuman Resources & Communication • Plan and conduct reception meetings; maintain meeting minutes, • Serve as a communication bridge between reception staff and management, • Relay staff concerns to Hospital Managers professionally and confidentially, • Support management in all matters related to staff and morale Operations • Oversee maintenance of office equipment, computers, printers, and files, • Contact IT for repairs or new equipment (with Manager approval), • Complete daily walkthrough of facility, noting any cleaning or building issues, • Review daily appointment schedules for accuracy, notes, and special requests, • Monitor promotions and communicate them to clients and team members, • Submit vendor rebates weekly, • Run errands as needed (personally or via delegation) Finance • Prepare daily bank deposits and reconcile petty cash, • Monitor client accounts receivable and mail statements promptly, • Audit the daily transaction journal for missed charges or errors, • Compile end-of-month financial reports and e-mail them to the Hospital Manager and bookkeeper Marketing & Client Communication • Monitor, implement, and evaluate client communications, • Develop relationships with humane societies, rescue groups, pet stores, etc., • Attend community functions to build and strengthen client connections, • Maintain reminder system, new client mailings, sympathy cards, and postage Supervisory Responsibilities • Directly supervise reception team members, • Train, coach, and support receptionists in performance and workflow, • Assist with performance evaluations, disciplinary actions, and development, • Assign daily tasks, manage schedules, and ensure adequate coverage, • Address concerns or conflicts promptly, fairly, and professionally, • Maintain confidentiality and support management decisions, • Reinforce a positive team culture through communication and example Department leaders must uphold professionalism, discretion, and accountability—both in their own work and in the work of their teams. ? Ready to Lead With Heart, Purpose & Compassion? If you're an organized, upbeat, client-focused leader who loves supporting a team and enhancing the client experience, we'd love to welcome you to the Urban Veterinary Associates family. Requirements: Qualifications & Skills • Minimum of 2 years of veterinary reception experience, • Strong desire to continue learning in personnel management, veterinary care, and office administration, • Proficiency in Microsoft Word, Excel, email, and basic IT troubleshooting, • Experience with Avimark is a plus, • Excellent verbal and written communication skills, • Strong math skills, including balancing cash drawers and understanding percentages, • Ability to prioritize tasks, solve problems, and adapt to changing situations, • Ability to read and interpret instructions, manuals, and safety documents, • Must demonstrate professionalism, empathy, and organizational excellence Physical Requirements • Ability to sit, stand, and move between lobby, exam rooms, and office areas, • Vision abilities including close, distance, color, depth, and peripheral vision, • Ability to lift up to 40 lbs (occasionally, with assistance when needed) Compensation & Benefits Pay Range: $23–$26 per hour ( depending on experience and skill level ) Benefits Include: • Paid Time Off, Sick Pay & Birthday Pay, • Holiday Pay (major federal holidays), • Medical, Dental & Vision Insurance, • Short-Term Disability, • Continuing Education Allowance, • Uniform Allowance, • 401(k) after 6 months of consecutive employment