Lead Client Service Agent

**Our Vision**: To be a leader in animal welfare, working for a compassionate society where all animals are respected and valued.
**Our Mission**: To Improve the Lives of Animals.
Job Summary
The Lead Client Service Agent - Public Services will be responsible for responsible for providing a competent and professional quality of customer care to the clients and administrative support to Public Services Programs 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 a streamlined and centralized booking system for Public Veterinary Services, South Clinic, and Public Training services under the Social Enterprise programs. This role reports to the Senior Manager, Public Services with dotted line reporting to the Clinic Manager, Public Veterinary Services.
Job Duties
Public Services
- Oversee the centralized booking system for Public Veterinary Services, South Clinic, and Public Training services, including undertaking an integrated approach to proactive customer service across all public services programs
- Maintain an organized calendar, ensuring optimal scheduling of services and resources.
- Managing inquiries, appointment bookings, rescheduling, cancellations and appointment follow up.
- Provide high-level client service and ensure all communications are professional and timely.
- Monitor online booking portals and update them as needed.
- Oversight and reporting on system efficiencies and metrics, providing updates on booking efficiency, client service performance, and any issues affecting service delivery.
- Participate in strategic planning to enhance service offerings based on booking and client demand data.
- Perform regular duties of the CSA

Other Duties
- Foster, promote, support and drive inclusion and influence others to promote, embrace and progress Diversity, Equity & Inclusion at Toronto Humane Society.
- Articulate and exemplify a positive and professional image of the organization during interactions with employees, clients/customers, visitors, and external stakeholders.
- Demonstrate an unwavering commitment to safety, including understanding and following correct reporting procedures for incidents.
- Embrace and work in compliance with the Occupational Health and Safety Act (OHSA) and its regulations, including a thorough understanding and adherence to the requirements of the Health and Safety Manual, as well as any other rules and regulations established by the Toronto Humane Society.
- Other Duties as required in the day-to-day operation of these programs.

Job Requirements.
- Highschool diploma
- Minimum 6 months experience in a Client Service Agent role
- Or an equivalent combination of education and experience sufficient to successfully
- perform the essential duties of the job
- Knowledge and competency in all roles of a Client Service Agent
- Ability to effectively communicate both verbally and in writing
- Ability to prioritize and manage conflicting demands
- Ability to remain calm and professional in emotionally charged situations
- Ability to respond quickly in a dynamic and changing environment
- Demonstrated passion for and commitment to helping animals
- High flexibility with strong interpersonal and customer relations skills that allow one to work effectively in a diverse environment
- Meticulous records maintenance and revenue handling skills
- Effective time management and organization skills
- Proficient in Microsoft Office programs (including Word, Excel, Outlook and Microsoft
- Teams)
- Proficient in Petpoint
- Strong leadership qualities
- Cultural humility
- Commitment to accessible veterinary care, support services and the preservation of the human animal bond
- Non-judgmental

Work Conditions
- Interaction with employees, management, and the public at large
- Interaction with others under varying circumstances-including situations of a highly sensitive nature
- Flexible hours, including evenings, weekends, and holidays.
- Occasional overtime
- Involves the lifting, carrying, pushing, and/or pulling of heavy to moderately heavy objects and materials and some combination of climbing and balancing to include stooping, kneeling, crouching, and crawling.
- Performance of essential functions may require exposure to adverse environmental conditions, such as dirt, dust, pollen, odours, wetness, humidity, weather, temperature and noise extremes, hazardous materials, traffic hazards, bright/dim lights, toxic agents, animal/wildlife attacks, animal/human bites, disease, pathogenic substances, or clients in distress.

Commitment to Diversity, Equity, & Inclusion
Accommodation Needs
Requests for accommodation can be made at any stage of the recruitment process providing the applicant has met the Bona-fide requirements for the open position. Applicants need to make their requirements known when contacted.