Veterinary Lead Client Service Representative (Lead CSR) - Ethos Veterinary Health

Pet Emergency and Referral Center in Palm Beach Gardens, Florida is a busy and growing 24-hour Emergency and Specialty hospital offering a fast-paced work environment. The Emergency service is staffed by seasoned Emergency Veterinarians to provide high quality medical care to our patients around the clock, while working within a culture of true teamwork, and collaboration. Our Surgery, Internal Medicine and Oncology specialties offer referral and continued care for critically ill patients.
We have an opportunity for a Lead Client Service Representative (Lead CSR). This position assists the Operation Managers with implementing and maintaining the highest level of service to clients and guests of Pet Emergency and Referral Center. This position is non-exempt.
Responsibilities:

• Assists the Operations Managers in promoting and maintaining exceptional customer service by ensuring that the entire CSR team has adequate training and resources necessary to be successful.
• Promotes and maintains effective communication among all departments within the hospital.
• Assists with scheduling and aiding in adequate staffing to ensure efficiency based on customer flow and volumes.
• Maintain high visibility within the CSR team daily.
• Participates in the recruitment and interview process with Operations Managers.
• Participates in developing, maintaining and updating training procedures to ensure that all current and newly hired CSR staff members are trained and knowledgeable in all areas of the hospital.
• Participates in the development and implementation of new standard operating procedures to be utilized by the entire CSR team.
• Leads by example to achieve the highest possible customer service experience.
• Provides mentoring, counseling and development of team members with the Operations Managers, including participating in the corrective action process.
• Participates in periodic assessment and reviews of the CSR team.

About You:

• 2 years’ Veterinary Customer Service Experience; management experience preferred
• Ability and experience to diffuse a difficult or stressful client or employee situation in a respectful and professional manner.
• Ability to promote effective communication between the CSR team, doctors and technical staff.
• Demonstrated professionalism in all interactions and transactions.
• Ability to be flexible and adjust to a changing environment.
• Ability to lead by example and hold others accountable when expectations are not met.
• Desire to grow and adapt within the hospital and professional environment.
• Veterinary industry experience helpful but not required.

Schedule: We are a busy 24-hour emergency and specialty hospital.  Hours and days of the week will vary between 7am-12am, 7 days per week to ensure face time with all CSR team members.  Holidays and weekends are required.  Weekly shifts will be between 4-5 days per week, not to exceed 40 hours. 
Benefits:

• Compensation is based on experience and skill level.
• Full-time benefits include health, dental, vision, short- and long-term disability, 401(k), Employee Assistance Program, paid time off and sick leave as well as generous pet discounts and a Costco membership.

NVA Compassion-First is now Ethos Veterinary Health

We are excited to announce Ethos Veterinary Health as our new name. Ethos is the new, industry-leading community of legacy Ethos Veterinary Health, Compassion-First Pet Hospitals, SAGE Veterinary Centers, and legacy NVA Specialty and Emergency hospitals. This powerful new community brings together a dynamic network of ~145 hospitals, an unmatched team of experts, cutting-edge technology, and an unwavering commitment to the advancement of the animal health profession and better patient outcomes.
Our commitments to the industry, the profession, our teammates, and our patients, will not change, and in fact will be stronger than ever, as we forge new ground as this new dynamic community.

Ethos Veterinary Health offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees.  The team can provide more information about compensation and benefits for your specific location during the process.  For positions based in Colorado, EVH provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.
 
Ethos Veterinary Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

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