Lead Customer Service Representative

7 days ago

Burlington, Ontario, Canada Burlington Veterinary Emergency & Referral Hospital Full time

Burlington Veterinary Emergency and Referral Hospital in Burlington is seeking a Lead Customer Service Representative to join our innovative and dynamic team in a full-time capacity.

If you love cats and dogs, and enjoy helping people - search no further


The CSR is responsible for ensuring the quality of care and service provided to the
pets and the
people we care for is impeccable.

Through helping to foster a patient focused service model, participating in a supportive work environment, and by communicating openly with the medical team, the CSR supports the growth and vision of the
practice.

We are looking for someone who loves pets and enjoys being part of a team. The perfect fit would be a friendly and compassionate individual.

We work collaboratively, so it's important that we identify someone with a cheerful and amiable disposition that shares our enthusiasm for convivial teamwork.

If you're searching for an inclusive environment and want to make an impact in a pet-loving community, search no further.


Job Duties:

Client Experience

  • Provides exceptional client service and builds relationships with clients through service, respect, and professionalism.
  • Contributes to smooth communication throughout a client's visit and seeks answers to any client questions or concerns.
  • Routinely contributes to the cleanliness and organization of the practice, to ensure all guests leave with a lasting positive impression of the hospital.

Patient Experience

  • Focuses on the wellbeing and comfort of the patient while following best medicine and patient experience principles.
  • Greets, handles, and treats pets with kindness, compassion, patience and skill using Fear Free techniques. Nurtures an environment that makes them feel safe and secure.

Culture Champion & Communication

  • Contributes to a positive, healthy culture.
  • Uses a collaborative approach, assumes positive intent, and fosters open, proactive, and cooperative relationships.
  • Follows progressive patient care standards while supporting a positive work environment.

Receptionist Duties

  • Welcomes and supports clients and pets, adapting responses to reflect the situation.
  • Efficiently and accurately performs clerical and reception duties, client and inpatient intake and discharge duties, schedules appointments, answers questions, and maintains front office and exam room flow. Includes support of our Specialty departments.
  • Correctly enters client and patient information into PIMS and confirms it's uptodate at every visit.
  • Is able to diffuse client conflict in a professional, hospitable and tactful manner. Escalates/refers when appropriate to Team Leader or Practice Manager.

Qualifications:

  • Experience in the Veterinary industry required
  • Experience in an Emergency and Referral Hospital setting desired
  • Strong communication and interpersonal skills required
  • Multitasking and organizational skills
  • Ability to plan and prioritize
  • Highly developed communication skills
  • Problem solving skills with the ability to adapt, be creative, and offer quick and effective solutions
  • Proven ability to build and nurture relationships at all levels
  • A love for animals

Benefits
We value our team members, and prove it by supporting your personal, financial, and professional growth through:

  • A Competitive Wage rate
  • A comprehensive Health Benefits package (100% of Medical, Dental, & Vision premiums paid), effective following successful completion of 3month probationary period
  • Professional Services coverage (chiropractor, massage therapist, physiotherapist, and more)
  • Employee Assistance Program
  • Paid Vacation time
  • Paid Sick & Personal Days
  • Generous Veterinary Discounts (75% off services for your own pets, and an extended family and friends discount)
  • Uniform Allowance
We are an equal opportunity employer and are committed to providing a respectful, inclusive, and diverse workplace.

Benefits:

  • Dental care
  • Employee assistance program
  • Extended health care
  • Paid time off
  • Store discount
  • Vision care

Work Location:
In person

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