Lead Call Center Representative

Join Shot Vet as a Pet Service Representative!

Are you passionate about dogs and cats? Do you have a natural ability to connect with animals and their owners? Whether you're just starting your career or have experience in veterinary care, Shot Vet offers an exciting opportunity to make a difference in pet wellness.

About Shot Vet:
Shot Vet is the fastest-growing mobile pet shot company in the country, known for our commitment to integrity and creating positive experiences for pets and their owners. Every weekend, our teams travel to partner stores like Pet Smart, Pet Sense, and CVS alongside our veterinarians to provide essential vaccinations and care for pets.

Position Overview:

As a Pet Service Representative, you will be the first point of contact for pet owners seeking assistance with our services. Your role is to provide accurate information, address customer inquiries, and resolve issues while ensuring a positive experience for every caller. You will work in a dynamic environment, handling a variety of calls and emails related to pet services.

Key Responsibilities:

Supervise and support a team of call center representatives, providing guidance and feedback.

Assist with onboarding and training new team members to ensure they meet company standards.

Handle escalated customer inquiries and complaints, resolving issues effectively and maintaining high customer satisfaction.

Oversee daily call center operations, ensuring adherence to schedules, productivity targets, and service level agreements (SLAs).

Collaborate with management to develop and implement strategies for improving call center efficiency and customer experience.

Maintain accurate records of team performance, attendance, and incidents.

Assist with scheduling and resource allocation to ensure adequate coverage during peak times.

Qualifications:

Minimum of 3-5 years of experience in a call center environment, with at least 1 year in a supervisory or leadership role.

Strong leadership and coaching abilities, exceptional communication skills, and a proven track record of meeting performance targets.

Proficient with call center software and CRM systems. Familiarity with data analysis and reporting tools is a plus.

Education:

High school diploma or equivalent; associate or bachelor’s degree in business, communications, or a related field is preferred.