Customer Service Rep, Lead

Lead Client Service Representative

We are seeking a Lead Client Service Representative to join our team at VCA Lake Shore Animal Hospital. We are located just outside downtown Chicago in the River West neighborhood. We are a busy 2-doctor practice looking to bring on more staff to support our hospital’s needs.

At VCA Animal Hospitals, we take our mission statement – your pet’s health is our top priority and excellent service is our goal – very seriously.   With every opportunity, we aim to exceed each pet owner’s expectations.
We’re looking for a personable yet highly professional “service extraordinaire” to join us in delivering our mission to our clients and their pets.

Why We Need You
As the face of VCA, the Client Service Representative sets the tone for the practice as we build and maintain each customer's trust and confidence in our abilities. The CSR is the pivot around which the hospital operates and is responsible for:
• Customer service functions, including: greeting visitors, answering telephones, and guiding clients and their pets to exam rooms.
• Scheduling and confirming appointments.
• Placing outbound calls for follow-ups and reaching out to prospective clients.
• Presenting and explaining fees, including processing payments.
• Recommending, selecting, and obtaining products and services, including prescriptions.
• Answering questions regarding products and services, including educating clients on general animal husbandry and non-medical pet care (i.e., heartworm prevention, housebreaking, and flea & tick control).
• Managing medical records, charts, reports and correspondence.
• Hospital maintenance (including removal of animal waste) and ensuring that facility is neat and clean at all times—both inside and outside.

CSR Lead Job Duties:

• Ability to manage current CSRs and train new CSRs
• Assist CSRs with client complaints
• Possess and express a genuine love for animals and for working in an animal care environment
• Always be prepared to work by the start of each scheduled shift
• Maintain a professional, friendly demeanor while on the job
• Perform job tasks efficiently, promptly, and efficiently when asked while promoting a positive attitude amongst the staff
• Engage in productive work during slow periods
• Participate in staff and training meetings
• Ability to work in a highly collaborative environment and commit to building relationships with colleagues, clients, and community 
• Weekly CSR schedules
• Assisting in accounts receivable and accounts payable

• Know basic triage concepts and understand when appropriate to forward phone call to technician or veterinarian
• Know phone functions, including hold, intercom, and taking and returning messages
• Can answer telephone and handle calls quickly, efficiently, and in a professional and friendly manner, using a multi-line telephone system
• Keeping the reception area and room(s) clean and tidy as well as properly stock supplies as needed 
• Accurately manage financial transactions such as processing bills, taking payments, ordering, and checking in supplies
• Assign daily/weekly tasks to CSR team and following through with ensuring tasks are completed.

Salary and Benefits

• We offer a variety of benefits including health, vision, dental, 401k, disability, life insurance, and a generous employee discount for your pets.
• Salary ranges from $22 - $25 / hr based on skill and prior experience

If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.

Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!

The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development).

We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at vcacareers.com.