Lead Client Service Representative
Full Job Posting
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
If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.
About VCA Animal Hospitals
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