What are the responsibilities and job description for the Lead Customer Service Representative position at Thrive Pet Healthcare?
Thrive Pet Healthcare- Medford is seeking a full-time Lead Customer Service Representative to join our growing team!
We offer an AMAZING benefits package- which includes paid time off, 401k, medical/dental/vision insurance, HSA and FSA available, mental health support, parental leave, generous pet discounts, and more!
Job Summary:
The CSR Supervisor is responsible for overseeing the front desk team at the practice, by providing staffing supervision, customer service, and training. He/she works directly with the Practice Manager to ensure the hospital provides exceptional customer service to DVMs and clients through a well-trained team of receptionists and protocols.
Duties and responsibilities:
General
- Provides oversight of front desk/CSR employees during assigned hours of duty by monitoring staff performance and conduct including compliance with policies and procedures, established dress code, pet policy, etc.
- Monitors housekeeping and clean-up duties to ensure hospital (lobby, front desk, bathroom, food shelves, patient records, etc.) areas are clean, properly stocked, and orderly.
- Ensure OSHA and Safety program guidelines
- Oversee client flow to ensure clients and patients are seen and treated in a professional, timely, and competent manner.
- Proficient in the use of Office 365, phone system, copier, TV/Cable, and other front desk equipment. Coordinates with the Practice Manager on repairs and maintenance of front desk equipment as needed.
- Oversees reception and administration inventory (letterhead, envelopes, business cards, office supplies, and front desk supplies).
- Supervises processing of incoming emails including distribution and answering of emails.
Staffing
- Ensure CSR Task Assignments are carried out as expected
Training
- Maintains and updates the CSR training manual.
- Provides training, guidance, coaching
Qualifications
- Experience – prior veterinary hospital experience required.
- Prior leadership experience- effective team building
If you are passionate about pets and providing exceptional customer service, we want you to join our team!
Apply today! We look forward to hearing from you! #LI-SB1
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