Lead Customer Service Representative; Lead Receptionist

Lead Customer Service Representative (Lead Receptionist)

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Overview

Westland Veterinary Hospital has an opportunity for a full-time Lead Customer Service Representative to join our team! We are a full-service veterinary hospital that offers specialty and generalized pet care for dogs, cats, and exotic pets such as birds, rabbits, ferrets, and other pocket pets! We offer a wide variety of diagnostic services, and surgical procedures, such as spaying and neutering for dogs, cats, rabbits, and ferrets, vaccinations, microchipping, and routine check-ups.

Location: 7610 N Wayne Rd, Westland, MI 48185

Shift Details: This is a full-time position (30+ hours/week) working Monday-Friday 9:00am - 6:00pm with one to two early shifts per week starting at 8am to facilitate surgery check-ins, rotating Saturdays 8:00am - 1:00pm. Must be available to work at least two Saturdays a month.

Pay Range: $16.00 - $18.00/hour

What we are looking for:
The ideal candidate will excel in client service and communication, ensuring every client interaction leaves a positive and lasting impression. You must be able to handle payments, assist with financial issues, and confidently manage multiple tasks in a fast-paced environment. Veterinary customer service experience preferred, but leadership experience in other fields will be equally considered. If you have a friendly attitude, strong organizational skills, and thrive under pressure, we’d love to have you on our team!

What We Offer

• A dynamic and supportive team environment where collaboration and compassion are valued.
• Opportunities for growth and advancement within our rapidly expanding practice.
• Get the work-life balance you deserve with a great schedule
• Competitive compensation and benefits package, including paid time off, medical, dental, and vision coverage.
• 401K plan with company match

Job Summary: The Lead Customer Service Representative (CSR) focuses on client service and excellent communication. The Lead CSR is the first and last contact that a client will have with the hospital and a key to creating first and lasting impressions. The Lead CSR must have exceptional client service and communication skills, computer literacy, ability to handle payment and financial issues, ability to multi-task, a friendly attitude and confidence to deal with stressful situations.

The Lead CSR will support veterinarians, technicians, veterinary assistants, groomers and kennel staff in daily patient and client care.

Responsibilities

• Maintain and uphold the Core Values and Mission Statement of MVP.
• Greet clients and pets by name with a smile and a positive, solution-oriented attitude.
• Answer phones promptly and professionally using a multi-line phone system; answering client inquiries about basic animal care and routine procedures, questions about veterinary services and products, and provide knowledgeable advice about wellness, prevention, and diseases.
• Screen and route calls to appropriate staff; take and deliver messages promptly to appropriate staff, pulling medical records of patients so staff can properly document information.
• Schedule appointments and surgeries according hospital scheduling guidelines and make surgery and appointment confirmation calls.
• Note in medical records the details discussed during client conservations including the date, time, key points of the discussion and any required information.
• Train new employees using level training method.
• Foster collaborative relationships with other team members and departments.
• Enter accurate charges; explain invoices to show value for care provided, stating all services and products provided before the total; echo doctors’ recommendations when checking out clients.
• Collect payment when services are rendered, including making change for cash payments, processing credit cards and getting proper  checks.
• Verify the eligibility of clients with charge accounts.
• Balance the cash drawer at end of each day.
• Check medical and computer records for accurate client addresses, phone numbers, e-mail addresses and scan appropriate new documents to patient’s…