Customer Service Representative Team Lead
Description
Veterinary Customer Service Representative Team Lead
Full-Time
Rochester, NY
Companion Animal Hospital is looking for a CSR Team Lead to join our team as part of the Thrive Pet Healthcare community.
At Companion Animal Hospital, a Thrive Pet Healthcare partner, you will have the support, tools, and resources to elevate your skills. As a hospital deeply rooted in the local community, you will experience the best of both worlds: a genuine local feel with the benefits of Thrive's national resources.
About You
As a CSR Team Lead, you'll play an important role in pets' lives by providing comprehensive care throughout their journey. Your life-changing work will range from the hands-on care of warmly welcoming our clients and patients to working hand-in-hand with hospital leadership to ensure the clinic operates smoothly.
Experience & Skills Requirements:
- 3 years in a veterinary setting required
- Knowledge of general office practices and procedures in a veterinary setting
- CSR duties including but not limited to answering and forwarding calls, scheduling appointments, greeting clients and patience
- Experience assembling patient records, obtaining relevant information from clients, and accurately entering said information
- Excellent interpersonal communication skills
- Prior leadership experience strongly preferred
- An Associate’s or Bachelor’s degree preferred, High School Diploma, GED or equivalent required
- Knowledge of veterinary medical terminology and abbreviations as well as a variety of pharmaceutical products
Role Responsibilities:
- AccountingPerforms and oversees the posting of daily transactions and hospital invoices, including mailing statements.Assists Practice Manager to collect on past-due accounts.Assists the Practice Manager in making bank deposits, watching daily increases in accounts receivable, and performing other duties as assigned.Manages accounts receivable, notifying Practice Manager when an account hasn’t been paid on in 30 days.
- Be willing to guide, mentor, and support fellow team members.
Leadership and Management
Directs CSRs in their efficiency of a variety of clerical and public-contact duties.
Delegates duties to each employee to ensure that daily tasks are accomplished.
Recognizes non-routine or unusual situations and refers them to the Practice Manager, along with recommended solutions.
Meets regularly with the Practice Manager to discuss CSR process improvements.
Meets with the Practice Manager to discuss hospital goals, milestones and potholes.
Oversees the screening and assembly of veterinary records and files and makes sure they are uploaded properly in Vetspire.
Directs on-the-job training to develop CSR’s skills.
Explains the nature of and basis for hospital personnel policies and procedures to the CSR team and clients as necessary.
Monitors reception staff hours and obtains overtime approval from Practice Manager.
Assists with emergency scheduling as needed.
Pays prompt attention to requests for meetings, repairs, and supplies.
About the Hospital
Companion Animal Hospital is a general practice located in Rochester. NY focusing on primary care for canines and felines. Our hospital has a lively and professional environment and a loyal client base. We pride ourselves on delivering the best medicine and client/patient care.
We are open Monday and Tuesday, 7:30am to 6pm, Wednesday 7:30am to 2pm, Thursday-Friday 7:30a-5p
Serving Brighton, West Henrietta, Rochester, and Chili
Benefits – our care in action
Thrive offers a suite of benefits to support team members’ emotional, physical, professional, and financial wellbeing. In addition to our health and life insurance, and short- and long- term disability plans, we offer eligible team members:
- Competitive pay
- 401(k) with employer match
- Mental health resources, including 24/7 access to Lyra Health
- Paid parental leave
- Purr-ental leave for when you adopt a pet
- Employer-sponsored childcare and elder care
- Personalized care for every family-forming journey
- Discretionary funds and FREE CE courses
- Pet perks and veterinary service discounts
- Student loan management tools and assistance
Provide your best care with more bridges and less barriers.
We listen to your needs and then meet them. Through training and free CE experiences, your career development can flourish. And in our locally rooted, nationally connected community, you’ll be able to make connections, access opportunities and find support with ease.
Support for you is as vital as the support you provide.
You’ll Thrive With Us
At Thrive, you have the opportunity to develop your career in a way that best suits your goals. Take advantage of our comprehensive learning and skill-building programs to enhance your expertise. You can build your skills and earn credentials through:
- Our vast, diverse, and free library of continuing education courses - ThriveU
- Live, virtual interactive workshops to develop valuable leadership skills
- A program to designed to teach you the fundamentals of running a pet hospital
- Scholarship opportunities and tuition reimbursement
- Move into any specialty, hospital type, or environment – across the nation.
- Leadership training for a thriving and long career in the veterinary profession.
Compensation negotiable based on credentials and experience with a hourly pay rate starting at $17- $20/ hour. The actual rate offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location.
About Thrive
Vet-founded and Austin-born, Thrive Pet Healthcare has expanded to over 380 partner hospitals nationwide, united by a mission to shape the future of pet well-being through medical excellence, innovative technology, and a connected community of teams and partners.
We bridge general practice, urgent care, specialty, and emergency care, and our locally rooted, nationally connected hospitals benefit from Thrive's extensive resources while maintaining their unique identities.
We believe that supporting our people is the key to helping pets thrive through every stage of life.
Join us where #WeThriveTogether. We provide customizable professional development opportunities, a supportive work environment that values work-life rhythms, and 24/7 mental health support.
At Thrive Pet Healthcare, we are committed to creating a culture where everyone from any background can be heard, respected, and valued. We pledge to build an inclusive environment nurtured by respectful curiosity to support, encourage, and celebrate the diverse voices of our teams and the communities we serve.