VCA Animal Hospitals · 3 weeks ago
Lead Client Service Representative
Vancouver, WA
Full-time
Onsite
Senior Level
$22/hr - $24/hrVCA Animal Hospitals is looking for an experienced Lead Client Service Representative to join their dedicated team at VCA East Mill Plain Animal Hospital. The role involves managing client communications, scheduling appointments, and providing exceptional customer service while ensuring a comfortable environment for patients and their owners.
Health CareHospitalMedicalPetVeterinary
Responsibilities
Answer multi-line phone system
Scheduling and confirming appointments
Placing outbound calls for follow-ups and reaching out to prospective clients
Triage phone calls
Effectively communicate through fax and email
Problem solve/Critical thinking
Presenting and explaining fees, including processing payments
Recommending, selecting and obtaining products and services, including prescriptions
Answering questions regarding products and services, including educating clients on general animal husbandry and non-medical pet care (i.e., heartworm prevention, housebreaking, and flea & tick control)
Greet patients (and their people!)
Ensure that every patient and owner are comfortable in the lobby
Exercise Fear Free© practices for our patients
Manage electronic medical records
Communicate with clients before and after their visit
Ensure that lobby and work area are clean and presentable
Ability to work on own and in teams
Ability to work in stressful and difficult situations
Prioritize work flow and easily change direction
Provide feedback and mentorship to others
Attend lead meetings to discuss team topics
Organize and lead team monthly meetings
Keep protocols up to date
Create monthly schedule for CSR team
Work with management team to solve problems and create/maintain protocols
Help to provide conflict resolution with clientele and team members
Act as a liaison between CSRs and other staff
Oversee promissory payment schedules and contact clients regarding such
Complete change order as needed for in hospital change
Coach and mentor other team members
Qualification
Required
Veterinary experience
Ability to answer multi-line phone system
Ability to schedule and confirm appointments
Ability to place outbound calls for follow-ups and reach out to prospective clients
Ability to triage phone calls
Effective communication through fax and email
Problem solving and critical thinking skills
Ability to present and explain fees, including processing payments
Ability to recommend, select and obtain products and services, including prescriptions
Ability to answer questions regarding products and services, including educating clients on general animal husbandry and non-medical pet care
Ability to greet patients and ensure comfort in the lobby
Ability to exercise Fear Free© practices for patients
Ability to manage electronic medical records
Ability to communicate with clients before and after their visit
Ability to ensure that lobby and work area are clean and presentable
Ability to work independently and in teams
Ability to work in stressful and difficult situations
Ability to prioritize workflow and easily change direction
Ability to provide feedback and mentorship to others
Ability to attend lead meetings to discuss team topics
Ability to organize and lead team monthly meetings
Ability to keep protocols up to date
Ability to create monthly schedule for CSR team
Ability to work with management team to solve problems and create/maintain protocols
Ability to provide conflict resolution with clientele and team members
Ability to act as a liaison between CSRs and other staff
Ability to oversee promissory payment schedules and contact clients regarding such
Ability to complete change order as needed for in hospital change
Ability to coach and mentor other team members
Benefits
Pet care discounts for employee pets
A choice among three medical plans, three dental plans and two vision plans
Health Savings Accounts (HSA) and both healthcare and dependent care Flexible Spending Accounts (FSA)
Company paid life insurance and the option to purchase supplemental life insurance
Short term and long term disability plans
Free CE opportunities
401(k) plan with company match
Competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days
Company
VCA Animal Hospitals
A leader in veterinary care, VCA Animal Hospitals is committed to taking care of the future of veterinary medicine.
Founded in 1986
10001+ employees
H1B Sponsorship
VCA Animal Hospitals has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (17)
2023 (16)
2022 (14)
2021 (19)
2020 (17)
Funding
Current Stage
Late StageLeadership Team
Trevor Adams, CPA, CGMA
Chief Financial Officer
Amanda Gillespie
Senior Talent Acquisition Partner at VCA Animal Hospital
Recent News
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