Overview
Customer Service Lead Representative Jobs in Arlington, VA at Suburban Animal Hospital
The Customer Service Representative (CSR) Lead organizes and coordinates the front desk operations and procedures of a 7-doctor practice.
CSR Lead will be able to handle a wide range of client communication tasks, administrative and doctor support related tasks, special projects assigned by Hospital Manager and/or Managing DVM, and will work side by side with the front desk team. Must able to work independently with little or no supervision. This person will be exceedingly well organized, flexible, and enjoy the administrative challenges of supporting an exceptional front desk staff to serve a high-end patient and client base in an office of diverse people.
GENERAL Responsibilities:
· Direct supervision of 4-5 Customer Service Representatives.
Maintains office staff results by orienting, training, coaching, counseling, and disciplining (monitoring, appraising job results, initiating corrective actions with management team and direct reports).
· Manages client correspondence/marketing; including but not limited to client calls, emails, mailings, patient follow up calls and Client Service Center Reminder calls (MORC).
· Administer and manage social media image of Suburban Animal Hospital on Facebook, etc.
· Must be comfortable as the initial responder to client complaints in a professional manner and escalation to management and/or doctor as necessary.
· Reviews and enter doctor schedules in Practice Management System (AVImark) with accuracy.
· Ensures bank deposits are made daily/weekly as established by NVA, with appropriate paperwork and tracking.
· Monitors or directs monitoring of missed charges; audits charts post-transaction for errors, with staff follow-up as needed
· Generates staff meeting topics and lead departmental meetings per hospital schedule.
· Exhibits the following Leadership skills:
o Communication: Updates regarding initiative, projects, and daily activity through use of hand off between shifts model.
o Responsibility: taking on appropriate tasks and delegating appropriately to team
o Motivate others through positive example
o Tolerate mistakes and teach accordingly
o Flexibility and Empathy toward others
o Set meaningful goals and fair expectations of CSR team, and holding team accountable
From time to time, we may publish tasks performed by employees as part of their jobs. These lists are only guidelines intended to facilitate communications with employees and need not be viewed as an exhaustive listing of a particular employee’s job requirements. The Hospital reserves the right to change or modify an employee’s job duties, as it deems appropriate.
Job Type: Full-time
Pay: $25.00 – $27.00 per hour
Benefits:
401(k) matching
Dental insurance
Employee assistance program
Employee discount
Health insurance
Life insurance
Paid time off
Vision insurance
Schedule:
Monday to Friday
Weekends as needed
Ability to Commute:
Arlington, VA 22213 (Preferred)
Ability to Relocate:
Arlington, VA 22213: Relocate before starting work (Preferred)
Work Location: In person
Title: Customer Service Lead Representative
Company: Suburban Animal Hospital
Location: Arlington, VA
Category:
