VSC is hiring a full-time CSR Lead to join the team!

Position Overview

The CSR Lead provides leadership support to the Client Service Representative team and ensures VSC’s core values and excellent client service are maintained.

Reporting Structure

Directly reports to the Client Service Supervisor. Periodically receives direction from Hospital Administrator.

Schedule: Fri-Mon 7am-5:30pm

Pay: Compensation negotiable based on credentials and experience with a hourly pay rate starting at $21 - $24 / hour. The actual rate offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location.

Primary Responsibilities

Veterinary Knowledge

• Maintains and uses an appropriate level of veterinary medical knowledge. Takes advantage of in-house educational materials and continuing education provided by the hospital.
• Maintains knowledge of the hospital’s programs, products, and services.
• Maintains state-required continuing education requirements.

Employee Relations

• Resolve client and team conflicts.
• Develop and implement new CSR
• Provides opportunities for continuing education to CSRs.

CSR/RC Management

• Oversee all Client Service Representatives.
• Maintain all CSR duties while providing support to the CSR team.
• Ability to coordinate CSR.
• Proficient at all general CSR.
• Train new hires in the CSR position.
• Assist with the hiring process for CSRs
• Evaluate and provide feedback on team performance.
• Assist with employee reviews.
• Supports management by addressing client concerns.
• Provides content for CSR meetings and helps run them.
• Audits appointments and sends reminder emails to staff.
• Completes deposits and checks for discrepancies.
• Cross-trained to fill in for RCs when necessary.
• Completes weekly inventory for administrative supplies.
• Compiles coffee order every two weeks for front and back of hospital.
• Assists in covering or finding coverage for missed shifts.

Client Relations

• Demonstrates and reinforces warmth, courtesy, and professionalism in all client interactions.
• Drives client visits through strategic client communication and updates in all departments.
• Resolves client issues and ensures follow-up communication.
• Promotes the practice’s products, programs, and services utilizing “passive marketing.”
• Gives clients handouts and educational materials to take home to further their understanding of their pets’ health issues.
• Gives clients promotional materials, such as leashes, pet bandanas, new client kits, and food samples as appropriate.

Personal Conduct

• Adheres to all hospital policies, standards, and procedures, including but not limited to uniforms, grooming, smoking, and personal calls, as stated in the hospital procedures manual.
• Serves as a representative of the hospital, displaying courtesy, tact, consideration, and a positive attitude in all interactions with clients, patients, and other staff members.
• Demonstrates initiative in everyday duties by seeking other work during down times, assisting other employees, and filling in for other employees as needed.
• Adheres to the posted work schedule. Arrives for work promptly and begins work at the start time. Follows hospital policies for reporting lateness or absences.
• Organizes work area and exercises time-management skills to maximize personal efficiency.
• Prioritizes tasks and handles multiple tasks in a calm, organized manner.

Safety

• Follows OSHA guidelines concerning safety and handling of hazardous materials.

Requirements

• High school Diploma/GED or equivalent experience.
• Veterinary industry knowledge and/or experience required.
• Previous experience in a management or leadership role.
• Previous experience in a client services role.
• Willingness to pursue further education including topics on team leadership, conflict resolution, communication, time management, problem-solving, and organization.
• Excellent interpersonal communication skills, both written and verbal.
• Competence in problem-solving and conflict resolution.
• Demonstrated time management skills.
• Proven desire to coach and teach others.
• Ability to work within a team promoting efficiency, accountability, integrity, and transparency.
• Ability to work a flexible schedule.
• A commitment to outstanding customer service.
• Demonstrated ability to show empathy toward clients and treat animals with respect and compassion.
• Sound judgment in selecting methods to complete tasks, establish priorities, and draw conclusions.
• Ability to adapt to and operate effectively in different roles with a variety of people, inside and outside the hospital.
• Basic knowledge of HR best practice approach within the workplace.

Why work at VSC of Seattle?

Veterinary Specialty Center of Seattle in Lynnwood offers 24-hour emergency and critical care for your pet. Our AAHA-accredited team includes emergency and board-certified veterinary specialists whose approach to veterinary medicine enables them to work together in support of our mission to improve the quality of life for pets and their owners.

We offer an incredible benefits package!

If you are passionate about pets and providing exemplary customer service we want you to join our team!

Apply today! We look forward to hearing from you!

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