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Lead Client Service Representative - Internal Posting
Allied Veterinary Specialists
South Daytona, USA
Full-time
Mid
Onsite
Discovered 1 weeks ago
Free
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- Free uniforms
- Opportunity for advancement
- Paid time off
- Training & development
- Vision insurance
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discounts
- Serve as a primary resource and support person for the CSR team
- Help coordinate daily front desk workflow, responsibilities, and coverage
- Support efficient communication between clients, referring veterinarians, doctors, technicians, and hospital departments
- Help maintain consistency with scheduling, check-in, check-out, deposits, estimates, payments, and discharge workflows
- Assist with managing incoming calls, client concerns, emergencies, and high-volume periods
- Help ensure client communications and medical messages are documented accurately and routed appropriately
- Assist with training, mentoring, and onboarding new and existing CSR team members
- Provide hands-on coaching and identify areas where additional training may be beneficial
- Help reinforce established hospital policies, procedures, and client service standards
- Support appropriate scheduling of Emergency and Specialty appointments based on hospital protocols
- Help maintain accurate client and patient information within the hospital's systems
- Assist the team with difficult or emotionally sensitive client interactions when additional support is needed
- Help resolve workflow concerns before they negatively impact the client or patient experience
- Facilitate strong communication between CSR, Surgery, Internal Medicine, ECC/ICU, and hospital leadership
- Identify opportunities to improve efficiency and collaborate with management on solutions
- Lead by example through professionalism, accountability, reliability, teamwork, and compassion
- Create an environment where team members feel comfortable asking questions, requesting assistance, and continuing to learn
- Has strong veterinary client service experience, preferably within an Emergency, Specialty, or high-volume veterinary environment
- Demonstrates excellent verbal and written communication skills
- Provides compassionate and professional service even during challenging client interactions
- Is organized and able to manage multiple priorities in a fast-paced environment
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