The Lead CSR at Metro Paws Animal Hospital has the main responsibility for the reception area and monitors all aspects of client service and satisfaction. The Lead CSR must be able to listen to staff and clients objectively, along with being able to communicate well and be organized. CSRs help set the tone for a positive image of Metro Paws Animal Hospital with co-worker, clients and the public.

DUTIES:

• Oversee CSR scheduling

• Promote Forward booking

• Ensure consistent engagement of CSRs with clients

• Investigate customer service complaints and ensure that they are resolved in a professional manner

• Assist in hiring (so doing the working interview) and train customer service staff to deliver high class customer service

• Ensure that the customer service team has excellent communication, problem solving and professional phone etiquette skills for achieving customer satisfaction.

• Review CSR daily checklist, making sure all tasks are being completed.

• DVM schedule-check for changes and make them in the Practice Management Software.

• Ensuring that the front desk is manned at all times

• Check in on rooms that have been waiting

• Check recalls and emails are being done properly with our software system.

• Monitor the clinic’s software system scheduler.

• Ensure CSR’s have working knowledge of parasite preventative products

• Manage payment plan program and train all CSRs on protocol

• Inform management of any repair needs in the reception/lobby area.

  • Ensure proper housekeeping for the reception area/exam rooms (includes outside appearances)

• All training material kept up to date and given to fellow CSRs

• Making sure all CSRs have a training binder at the beginning of employment.

• Making sure that the CSRs are managing the area of ownership.

• Promoting the hospital's Mission statement:

  • Metro Paws Animal Hospital strives to provide excellent, compassionate veterinary care. The Metro Paws team emphasizes open communication, education, and unparalleled medical care to benefit the lifelong wellbeing of our patients.

• Work with Practice Manager with support and assistance in the area of discipline

• Assist with developing ideas to improve staff morale upfront. CSRs need to know that they are vital to the operation of this business and are appreciated.

• Implement MPAH policies as outlined in the handbook and deliver Performance Improvement Plans/disciplinary actions as needed