Lead Client Service Agent

6 months ago

Toronto, Canada Toronto Humane Society Full time

Do you love animals as much as we do? Join us and you can make a difference every day

Toronto Humane Society finds new homes for thousands of animals and helps keep families together. However, Toronto Humane Society is more than an animal shelter. We are an educational resource and support system, a leading voice in animal welfare and accessible care. Toronto Humane Society is a center of excellence, a space where best practices and boundary-pushing knowledge exchange meet with unyielding optimism and a love for animals to create something special. Toronto Humane Society is like no other.

**Working at Toronto Humane Society**:
At Toronto Humane Society, we are drawn together by our **purpose**. The power of the Human-Animal Bond, it’s a bond like no other, and it’s the reason we get up in the morning. If you love animals as much as we do, you understand why we work so hard to provide the best life possible for the animals in our care and the people who bond with them. It’s our expertise at every step of the journey, combined with the love and support provided by people in our community that complete the circle.

At Toronto Humane Society we recognize that the field of animal welfare and the challenges it presents are ever changing. Because of this, we encourage and support our staff, volunteers, foster parents and other stakeholders to continue their **learning** journey. We believe that a commitment to learning and growing daily is the only way we will ever achieve our mission, not just as an organization, but also as individuals. In order to learn, we must be comfortable in the unknown, be able to take measured risks, and when we fail - be ready to accept it as an opportunity for growth. We want our people to continually develop and expand, finding creative ways to increase both our impact and theirs.

**Job Summary**

Reporting to the Clinic Manager, Public Veterinary Services, the Lead Client Service Agent is responsible for providing a competent and professional quality of customer care to the clients and administrative support to the Public Veterinary Service business unit of Toronto Humane Society. This role will primarily be responsible for the effective and efficient coordination and delivery of administrative tasks and customer service within the assigned service.

**Main Duties/Responsibilities**
- Ensure an efficient and client focused service at all times.
- Responsible for service calendar and ensuring appointments are booked according to program guidelines and standards, including books for dental surgery services.
- Create and oversee quotes for appointments and procedures, including those that on a case-by-case basis occur outside of standard service parameters.
- Primary liaison for assigned service requests from associated rescue groups and agency partnerships.
- Assist with administrative preparation and support during pop-up outreach clinics as needed.
- Assist with escalations of client complaints and providing guidance to other CSAs in complaint interactions.
- Identify and resolve administrative issues within the assigned service area.
- Oversee the approval for pending bookings and reports issues to Clinic Manager, Public Veterinary Services.
- Assist with support and training for other CSAs within the assigned service.
- Accountable for assigned service-related inquiries and ensures they are resolved appropriately.
- Ensure assigned service team has necessary medical documentation prior to dates to operate efficiently and effectively.
- Lead and foster an environment of teamwork and cooperation within the Client Service Agents in PVS
- Perform the regular day-to-day duties of a CSA.
- Assess staff productivity for feedback and development.
- Foster, promote, support and drive inclusion and influence others to promote, embrace and progress Diversity, Equity & Inclusion at Toronto Humane Society.
- Enhance the Society’s public image by contributing to customer and staff satisfaction through competent, respectful, and courteous delivery of services.
- Cooperate with other CSAs and medical staff to ensure optimal care and support for clients and their pets.
- Provide excellent customer service in a non-judgemental fashion while handling complaints.
- Responsible for opening/closing cash drawers and preparing administrative areas for daily operations.
- Record accurate client, patient and medical information into online database and preparing medical certificates and information
- packages.
- Ensure privacy of confidential client information (following PIPEDA legislation).
- Correct administrative errors to ensure accurate maintenance of records.
- Adhere to all medical policies and recommendations of the Toronto Humane Society and provide information to clients surrounding veterinary care topics.
- Other duties as required in the day-to-day operation of the Society.
- Work in compliance with the provisions of the Ontario Health and Safety Act and its regulations, including u

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