Lead Customer Service Representative

5 months ago

Burlington, 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 well-being 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 in-patient 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 up-to-date 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
- Multi-tasking 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 3-month 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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