Client Service Representative Lead

About VCA Foothill Veterinary Hospital: VCA Foothill Veterinary Hospital is a 7-doctor AAHA-accredited practice for dogs and cats. We have been serving the Pasadena area since 1953. We are dedicated to delivering a high standard of care for our patients, and excellent service for our clients, in a friendly, compassionate environment. Our team values collaboration, communication, respect, learning and professional and growth. We are seeking a dedicated Client Service Representative Lead to join our team! Position Summary: The Client Service Representative (CSR) Lead is an individual who is passionate about leading a team and providing a positive and exemplary experience to our clients. The CSR Lead is a strong and effective communicator who has the ability to both take and give direction in an appropriate, respectful, and effective manner. The CSR Lead possesses outstanding interpersonal skills and a desire to provide exceptional customer service. Report to: Medical Director and Hospital Manager Minimum qualifications: Two or more years of experience in a fast-paced, service-providing veterinary environment Excellent Communicator High degree of empathy and emotional understanding Service-based attitude Strong problem-solving ability Thrives in potentially stressful or emotional situations Passion for teaching and mentoring others Exceptional time management and organizational skills Preferred additional qualifications: Two or more years of experience as a CSR in a fast-paced, veterinary setting Two or more years of experience in any client service or hospitality-based environment Experience leading a team of five or more individuals in any field or industry Responsibilities (in addition to the standard duties of a CSR at VCA Foothill): Provide leadership and direction to a team of 5-15 fellow CSRs Promote excellent client service while also maintaining the protocols, rules, and goals of the hospital Promote and maintain a supportive, inclusive, and collaborative team culture that fosters learning and professional growth Oversee and help carry out training of fellow CSRs Maintain a positive attitude in the face of stressful situations Work professionally with all colleagues regardless of department or title Contribute to and help maintain a healthy and respectful working environment Effectively lead CSR team meetings Help create and manage team shift schedules Uphold all VCA policies and procedures Help ease client concerns and remedy minor client complaints Help communicate information to clients in a clear and concise manner Meet with Hospital Management periodically to discuss any observations, concerns, or suggestions that may help improve the efficiency and effectiveness of the hospital Inform Hospital Management of team development and performance Some of the many benefits of joining the VCA team: Access to the people and financial resources of a large veterinary community Leadership opportunities Career development programs Opportunities to give back through strong shelter partnerships and VCA Charities Free mental health and wellness subscriptions (Head Space) Referral bonuses Competitive wage Medical, dental & vision insurance Paid parental leave Paid vacation and sick time Compensation: $21 - 24 / hour If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Career worklet on the landing page or search for Find 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