Client Care Lead

About Veterinary Specialty Hospital by Ethos Veterinary Health:  At VSH our mission is to advance the veterinary profession through our leadership in medicine, education, business and promotion of the human-animal bond. We strive to bring together caring, warm and intelligent people who love to serve and help and are among the best in their field.

About the Role: Client Care Lead assists the Client Care Supervisor with implementing and maintaining the highest level of service to clients and referring veterinary practices and with the supervision of the client care staff. 

This position is non-exempt.

Responsibilities:

• Assists the Client Care Supervisor in promoting and maintaining an exceptional customer service   
• Promotes effective communication among all departments within the hospital.
• Schedules adequate staffing to ensure efficiency based on customer flow and volumes.
• Assist in developing, administering and monitoring client satisfaction surveys to all clients that enter the facility.  Measures the responses for progress and for areas of improvement.
• Maintain high visibility within the Client Care Department on a daily basis.
• Participates in the recruitment and interview process with Talent Acquisition
• Assists with the onboarding of new employees.
• Participates in developing, maintaining and updating training procedures to ensure that all current and newly hired client care staff members are trained and knowledgeable in all areas of the hospital. 
• Provides mentoring, counseling and development of subordinates in conjunction with Client Care Supervisor including participating in disciplinary process.
• Act as a client concierge to ensure the highest level of customer service for every client.

About You:

• Associate Degree required, Bachelor’s Degree preferred or equivalent experience
• 2+ years’ customer relations experience

Schedule and hours: TBD

Skills and Experience: 

• Ability and experience to diffuse a difficult or stressful client or employee situation in a respectful manner.
• Ability to promote effective communication between the client care staff, specialists and technical staff. 
• Demonstrated professionalism in all interactions and transactions.
• Ability to be flexible and adjust to a changing environment.
• Veterinary industry experience helpful but not required.

Benefits of Working at VSH:

• Compensation is based on experience and skill level
• Full-time benefits include pet insurance, health, dental, vision, disability and life insurances, flex-spending accounts, 401(k), Employee Assistance Program, paid time off, uniforms, and a generous CE allowance.

Ethos is an Equal Opportunity Employer. Ethos does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, competence, merit, and business need.