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Customer Service Representative Lead

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Brookswood Animal Clinic is seeking to hire a remarkable individual for a new role in the practice. We have identified a need for additional support for the front desk personnel as well as a more focused approach to enhancing the client experience.

A lead customer service representative is responsible for managing a group of customer service staff to assist in daily operations and help with customer issues. A lead CSR will manage high-level customer complaints and work to a positive resolution while staying consistent with the policies of our practice.

Creating an exceptional experience for the customer and the patient is the main focus of this position.

The responsibilities of the lead CSR will be but are not limited to the following:

  • Working with the other CSR’s on training and providing assistance at the front desk as needed
  • Managing scheduling for the CSR’s and managing/monitoring the appointment schedule
  • Engaging with the clients to ensure a positive client and patient experience
  • Ensuring the reception area is clean and welcoming and findings ways to improve the waiting room experience
  • Responding to reviews
  • Posting on Facebook, Instagram or any other social media platforms that are appropriate to promote the practice
  • Coordinating with the practice manager on staff meetings and staff /work culture enrichment
  • Working with vendors to distribute information about new products and arrange for in-clinic learning opportunities
  • Participating in performance reviews for the CSR staff
  • Assist the practice manager as need: This will involve being trained on payroll, IPS ect so that the lead CSR can cover for the HM if they are on vacation or absent for other reasons
This position will be a full time position with a commitment of between 30 and 40 hrs/week.
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