Lead Client Service Representative
Description
Lead Client Service Representative
Animal Medical & Surgical Center
Scottsdale, AZ
Animal Medical & Surgical Center is looking to an experienced Lead Client Service Representative (CSR), to their team!
The Lead CSR will be responsible for managing the front desk team at the practice and works directly with the Practice Manager to ensure the hospital provides exceptional client service.
As a Client Service Representative (CSR), you’ll play an important role in pets’ lives by providing care for our precious patients, while coordinating and representing all facets of client services. Our CSR’s are friendly, professional, courteous and show urgency and appropriate concern at all times. They must be efficient in handling difficult situations and skills at basic accounting and cash handling.
Role Responsibilities:
- Directs on-the-job training to develop employee skills.
- Prepares performance appraisals. Advises employees of performance requirements and their progress in meeting
- those requirements and discusses corrective measures to improve performance.
- Explains to staff the general nature of and basis for hospital personnel policies and procedures.
- Assists in the resolution of staff issues. Trains staff in conflict resolution techniques.
- Assists team leaders with biannual performance reviews. Helps staff set goals and strategies to achieve those goals.
- Implements phone training for the team.
- Assists team leads with OSHA training, and ensures hospital OSHA compliance.
- Oversees processing of incoming and outgoing communications, including mail sorting.
- Records sales slips and makes change for sales of products.
- Performs and oversees the performance of posting daily business and hospital invoices, mailing statements, collecting on accounts and maintaining accounts receivable files.
- Uses and modifies related computer programs to meet hospital needs.
- Resolves financial problems with clients.
- Determines when special financial agreements with clients are appropriate.
- Manages inventory. Establishes an inventory control system to ensure availability of adequate supplies.
- Facilitates resolution of client problems and complaints that other staff cannot resolve.
- Assists the Practice Manager with developing new ways to attract and maintain clients.
- Uses product knowledge and sales abilities to sell products to clients. Explains and demonstrates products and answers questions concerning products.
- Recognizes non-routine or unusual situations and refers to the Practice Manager, along with recommended solutions.
- Acts as a liaison between Practice Manager, other management, and staff/clients.
- Assists the Practice Manager with the development and implementation of new protocols and/or procedures.
- Acts as a liaison between Practice Manager and sales representatives.
- Assists Practice Manager with monthly staff meetings by preparing agendas, and documents.
- Promotes a cooperative working environment among staff members. Understands the value of teamwork. Shows enthusiasm and a willingness to perform as necessary to help the hospital function as a unit. Spends most of the time on the floor and remains easily accessible to staff and clients.
- Communicates the practice’s objectives to the team. Motivates staff and helps build and maintain morale.
- Maintains core values and standards.
- Acts as back-up to the Practice Manager and performs additional duties when necessary, such as correcting the resolving billing conflicts, and completing and submitting reports.
- Directs Client Care Specialists (receptionists) in their performance of a variety of clerical and public-contact duties.
Experience & Skills Requirements:
The ideal applicant will be friendly and outgoing, with a love for both pets and people, along with a great attitude and a big smile!
- Customer service experience and 2-3 years’ leadership experience in veterinary medicine are required
- Experience in Conflict management
- High attention to detail
- Familiar with Office 365 and Adobe
- Great communication skills - Team oriented with an ability to collaborate and support each other
- Outstanding multi-tasker
- Desire to practice empathetic, gold standard medicine benefiting our patients
- Are paw-sitive, kind and provide trustworthy communication to the patients, team members and clients.
- Have the desire to constantly grow and advance as a valued member!
About the Hospital
Animal Medical & Surgical Center is a 24-hour Emergency and Critical Care and Specialty hospital. We offer a collaborative approach to veterinary medicine. We support Emergency and Critical Care, Neurology, Surgery, Internal Medicine, Cardiology, Sports Medicine and Rehabilitation, all in one hospital. We pride ourselves on providing compassionate medical care and exceptional client service.
We promote an emotionally intelligent work environment and positive culture at our hospital. We invest heavily in our employees with many opportunities for growth and development as well as a consistent work/life balance.
We promote an emotionally intelligent work environment and positive culture at our hospital. We invest heavily in our employees with many opportunities for growth and development as well as a consistent work/life balance.
The Scottsdale area offers many opportunities for nature lovers, outdoor enthusiasts and city dwellers. As part of the Southwest, our area offers hiking, outdoor sports, lake activities, national parks, and so many day-trip activities throughout the year as the sun always shines brightly! Skiing, snowshoeing, and other winter sports are popular in the Flagstaff area, just a few hours north of the valley. Arizona is one of the most diverse states when it comes to activities, there is always something to do!
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.
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.