Customer Service Lead Alamogordo Animal Hospital, Alamogordo, NM

Primary Responsibilities

Leadership and Management
Directs CSR in their performance of a variety of clerical and public-contact duties.
Delegates duties to each employee to ensure that daily tasks are accomplished.
Recognizes non-routine or unusual situations and refers them to the Practice Manager, along with recommended solutions.
Schedules and disciplines all employees fairly and impartially.
Assists the owner-veterinarians and Practice Manager in developing programs to improve the morale of the receptionist staff.
Shows appreciation of the CSR staff and communicates how important they are to business operations. Mediates interpersonal problems with the CSR staff.
Meets regularly with the veterinarians and Practice Manager to discuss CSR staff performance issues.
Oversees the screening and assembly of veterinary records and files for active use, storage, or disposal in accordance with established records- control schedules.
Directs on-the-job training to develop CSR’ skills.
Prepares employee appraisals. Advises employees of performance requirements and their progress in meeting those requirements. Recommends corrective measures to improve performance.
Explains the nature of and basis for hospital personnel policies and procedures to the CSR staff and clients as necessary.
Serves as liaison between staff and management.
Coordinates hiring of new receptionists with Practice Manager.
Schedules receptionists’ work time to adequately cover clients’ and patients’ needs.
Monitors reception staff hours and obtains overtime approval from Practice Manager.
Assists with emergency scheduling as needed.
Makes informal recommendations to the Practice Manager concerning personnel matters, such as staffing needs, advancement, re-assignment, work hours, and other status changes affecting the receptionists.
Pays prompt attention to requests for meetings, repairs, and supplies.

Accounting
Performs and oversees the posting of daily transactions and hospital invoices, including mailing statements.
Assists Practice Manager to collect on past-due accounts.
Assists the Office Manager in making bank deposits, watching daily increases in accounts receivable, and performing other duties as assigned.

Personal Conduct
Adheres to all hospital policies, standards, and procedures, including but not limited to uniforms, grooming, smoking, and personal calls, as stated in the hospital procedures manual.
Serves as a representative of the hospital, displaying courtesy, tact, consideration, and a positive attitude in all interactions with clients, patients, and other staff members.
Demonstrates initiative in everyday duties by seeking other work during down times, assisting other employees, and filling in for other employees as needed.
Adheres to the posted work schedule. Arrives for work promptly and begins work at the start time. Follows hospital policies for reporting lateness or absences.
Utilizes the time clock to clock in and out at the beginning and end of each day and during breaks.
Organizes work area and exercises time-management skills to maximize personal efficiency.
Prioritizes tasks and handles multiple tasks in a calm, organized manner.
Additional Duties
Performs other duties as directed, including CSR duties.
Requirements

HS diploma or educational equivalent.
Knowledge of general office practices and procedures, Client Service Representative (receptionist) duties, and telephone techniques.
Demonstrated ability to perform clerical work with speed and accuracy, use a multiple-line telephone system, and handle cash and other forms of payment.
Experience assembling patient records, obtaining relevant information from clients, and accurately entering a variety of information in patient records.
Ability to complete assigned tasks in the time allotted without direct supervision.
Demonstrated ability to show empathy toward clients and treat animals with respect and compassion.
Excellent interpersonal communication skills.
A commitment to outstanding client service.
Ability to lift objects weighing 40 pounds without assistance and objects weighing more than 40 pounds with assistance.
Ability to stay on task and work energetically for entire shift, sometimes exceeding 10 hours per day.
Preferred: Knowledge of veterinary medical terminology and procedures and general computer skills.
Preferred: Ability to type 45 words per minute and use a 10-key adding machine.
Preferred: Two or more years’ recent experience in a veterinary facility.
Preferred: Two or more years’ recent experience leading or supervising a team

At AmeriVet, your well-being, your loved ones, and your future are our top priorities. This commitment is reflected in the comprehensive range of benefits we offer, including:

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