Veterinary Customer Service Lead

5 months ago

Mississauga, Canada Lakeshore Animal Health Partners Full time

**Job Overview**

**Lakeshore Animal Health Partners (“LAHP”)** is seeking a Customer Service Representative for our 24/7 emergency and referral hospital.

LAHP is located in the Greater Toronto Area and offers 24/7 emergency care alongside a comprehensive array of specialty veterinary services. Our guiding mission at LAHP is to provide pets with access to the same quality of healthcare available to their owners. We are looking to hire Customer Service Representatives for our 24/7 Emergency and specialty hospital.

The technical proficiency and medical equipment at Lakeshore Animal Health Partners equals or exceeds that found in many sophisticated human hospitals; our 3-Tesla MRI provides clinicians with exceptional diagnostic capabilities. Furthermore, AI-enabled software systems and our hospital design, informed by veterinarians in our network, help support our clinicians by keeping their focus on delivering high-quality care to patients.

**About the Role**
- Passion for what you do every day Enthusiasm, energy and a positive attitude
- Minimum 2 years of experience in customer service or client-facing roles in a veterinary setting
- Special interest and previous experience in leadership and management
- A strong desire to educate and build solid relationships with clients and with your team
- Strong communication skills
- An ability and desire to flourish in new environments

Under the supervision of the Office Manager, the duties and responsibilities of the CSR Lead include:

- Excellent communication skills in English; proficiency in another language is a plus
- Create a schedule for the department that is equal and fair among all staff and taking in consideration the needs of the hospital and department
- Trouble-shoot the schedule when there is a staff shortage due to illness and vacation first and then report to the Office Manager
- Performance management and conflict resolution amongst team members
- Address client concerns or complaints with empathy and professionalism, escalating issues to the appropriate channels when necessary to ensure swift resolution
- A variety of administrative duties which include, but are not limited to: filing, tasks related to payroll and standard operating procedures for the hospital
- Addressing and responding to hospital reviews and helping to uphold good overall client satisfaction
- Provide training and guidance to less experienced CSRs to encourage growth and development in the team
- Other tasks_ the CSR Lead will perform include, but are not limited to:

- Triaging appointments/emergency walk-ins
- Ability to multi-task and prioritize tasks effectively
- Maintain client records, update patient files and assist with billing inquiries and insurance claims, ensuring accurate documentation and compliance with hospital policies
- Financial transactions
- Ability to work independently
- Ability to multitask and work in a fast-paced, high-pressure environment
- Successful coaching and mentoring skills
- Exemplary customer service skills
- Knowledge of veterinary terminology and procedures is desirable
- Proficiency in computer systems and electronic medical software (ezyVet)
- Strong attention to detail and organization skills
- Excellent written and verbal communication skills
- Exceptional organization skills
- Takes initiative and accepts accountability
- Shift hours will vary_ (morning, afternoon, evenings, **overnights and weekends**).

**What LAHP Has to Offer You**
- Friendly and supportive work environment
- Mentorship
- Access to medical webinar events throughout the year by leading specialists
- Opportunity to advance in your career and career planning
- Commitment to the community and to helping pets in need
- Competitive medical and pet supply discounts
- Canada wide internal transfer opportunities

We offer an exciting work environment and an excellent compensation package. Benefits include medical/dental coverage, paid sick days, paid continuing education, uniform allowance and a generous pet discount.

**Ability to Commute/Relocate**: Mississauga, ON - reliably commute or plan to relocate before starting work (_required_)

**Education**:Secondary school (_required_)

**Experience**:

- Veterinary reception: 2 years (_required_)
- Referral/Emergency Medicine (_preferred_)

We look forward to hearing from you

Pay: $24.00-$28.00 per hour

Expected hours: 40 per week

**Benefits**:

- Employee assistance program
- Flexible schedule
- On-site parking
- RRSP match
- Store discount
- Vision care
- Wellness program

Flexible Language Requirement:

- French not required

Schedule:

- 10 hour shift
- 12 hour shift
- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Monday to Friday
- Morning shift
- Night shift
- Weekends as needed

Supplemental pay types:

- Overtime pay

**Education**:

- Secondary School (required)

**Experience**:

- Veterinary CSR: 2 years (required)

Work Location: In person

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