Customer Service Representative

Client Service Supervisor- Position Overview

The Client Service Supervisor (CSS) responsibility to exemplify the highest qualities of a Client Service Representative and ensure the team continues to meet and exceed expectations regarding the quality of client service.  This position is responsible to mentor, educate and function as an advocate for the CSR team to ensure the members continue to grow personally and professionally.  The CSS is also expected to consistently support the practice’s mission and inspire fellow team members to the practice’s mission. 

The CSR is the first contact when calling or visiting the practice and, as such, must represent the professional image of the practice to callers and visitors.  The Client Service Supervisor must be able to perform all of the functions of a CSR, and additionally coach team members in professional standards, diffuse negative client situations and foster client bonding in addition to assisting the Practice Manager (PM) in setting protocols, CSR training and education. Also participates in the evaluation and assessment of team members with the Practice Manager(PM).

Education Requirements:

• High school diploma or equivalent.

• Exemplary Client Services background.

• Computer knowledge and typing skills required.

• Comfortable with Word, Excel and email. 

Experience Requirements:

• Minimum of 3 years experience in a lead CSR position.

• Significant experience with basic office functions in a busy office environment.

• Supervisory experience preferred.

Personal Requirements:

The CSS must be able to:

• Be flexible in attitude and work habits.

• Be flexible in work hours and days.

• Quickly learn how to pronounce, know the meaning of and spell commonly used veterinary terms.

• Perform basic computer skills.

• Have had experience with basic office functions in a busy work environment

• Possess strong leadership skills with the ability to oversee multiple employees.

Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of the organization.

Computer Skills: Must be experienced with basic computer and printer tasks and operations. Experience with various veterinary software helpful.

Office Equipment Skills: Must be proficient in use and basic trouble shooting of standard office machines, fax, copier, credit card terminal, printers, scanners, label printers and multi-line phone system. Coordinate any equipment repair needs with PM.

Mathematical Skills: Ability to calculate figures and amounts such as discounts, percentages, and volume. 

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations. Ability to examine situations in a neutral manner to determine the best course of action for the whole, not just an individual.                                  

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust to focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Effort: Work requires lifting and carrying records and equipment weighing up to 35 lbs; requires sitting and standing for extended periods or time.

Working conditions: May be exposed to unpleasant odors, noises and animal feces. May be exposed to contagious diseases.

Client Services Supervisor Duties

• Technical Job Knowledge/Duties

• Meet and exceed the Client Services Representative job description

• Feel and express a genuine liking for animals and for working in an animal care environment.

• Convert phone-shoppers into clients through relationship building and bonding.

• Understand and carry out oral and written directions.