Customer Service Representative (CSR) Supervisor

Westford Veterinary Emergency and Referral Center wants YOU! The Customer Service Representative (CSR) Supervisor is responsible to organize, train and supervise CSR team members whom, collectively, are the client-facing element of a highly integrated team delivering 24-7 Emergency and Referral Veterinary Services compassionately and cost-effectively. The supervisor must provide effective leadership and management in support of the clinic Mission and Policies. CSRs make the first and last impression of the hospital on our customers. The CSR Supervisor is responsible to ensure that all CSRs deliver courteous, professional and timely services throughout WVERC’s 24 hour a day operation. The CSR Supervisor reports to the Practice Manager.

The CSR Supervisor will be a key member of the WVERC management team that seeks to improve the productivity and efficiency of hospital operations. Duties will include but may not be limited to team building, scheduling, customer interaction and service, medical record maintenance, hospital appearance and cleanliness and the promotion of hospital products and services. This position requires practical knowledge of hospital procedures, policies and services; client and patient treatment protocols; data transcribing; word processing and the standard procedures, records and terminology used in the delivery of veterinary services. This position requires the use of standard desktop software applications (Microsoft products) and the ability to learn WVERC-specific software, e.g., EZVet and Vet Radar. The successful candidate will be comfortable in taking well-reasoned initiative under challenging situations, demonstrating leadership and deploying effective CSR-specific procedures that improve WVERC customer interactions and relationships.

EDUCATION AND LICENSURE REQUIREMENTS/EXPERIENCE REQUIREMENTS

• High school diploma or general education degree (GED).
• Previous management training/experience and medical services reception training/experience will be given preference.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Working experience of clerical skills such as typing, copying and faxing would be given preference.

GENERAL MANAGERIAL TASKS Create and implement an overarching approach to managing the CSR staff throughout continuous daily hospital operations.

• Instruct CSR staff with respect to interacting with difficult (irate/argumentative) clients.
• Create, deploy and maintain training procedures and a manual for the CSR team (emergency and specialty departments). Implement new systems and procedures as appropriate.
• Develop and maintain the CSR schedules; ensure adequate coverage for clinical operations.
• Lead training sessions with new employees in the CSR department; participate in performance evaluation upon completion of the 90-day introductory period.
• Enforce policies/protocols and ensure standardization of client interactions and hospitality.
• Maintain readiness of office equipment and report issues, breakage and supplies shortages.
• Review CSR daily transaction report and prepare bank deposit.
• Lead quarterly CSR department meetings.
• Review euthanasia-related requests/orders for accuracy and maintain organization of belongings.
• Participate in annual performance appraisals for CSR team members.
• Assist in reviewing resumes and interviewing prospective candidates for available CSR positions.
• Promote a positive attitude among staff and resolve conflict respectfully.
• Investigate and resolve complaints in a manner that supports the hospital’s mission and values; mediate disputes between staff members, ensuring that all sides are fairly heard and considered. PERSONAL REQUIREMENTS

• Genuinely enjoys working with animals and is willing to interact with them when they are stressed, ill or in pain.
• Can stay calm, efficient, well-spoken and professional during a medical crisis.
• Is comfortable in a collaborative teamwork approach - works well with all levels of hospital team members.
• Excellent client communication skills.
• Physical Effort: Work requires lifting and carrying animals (will be assisted by other staff members in lifting animals over 50 lbs). Walks or stands for extended periods or time; frequently works in a bent position.
• Working conditions: May be exposed to unpleasant odors, noises and animal feces. May be exposed to severely injured and deceased animals, bites, scratches and contagious diseases.

• Benefits are outlined in the employee manual and are separate from the hourly wage.

Job Type: Full-time

Pay: $22.00 - $27.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off

Work Location: One location

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