Ethos Veterinary Health
Veterinary Client Service Lead, DVSC
Client Services - Grapevine, TX - Full Time
Veterinary Client Service Lead
Are you a compassionate, enthusiastic "people person" with a love for animals? Do you thrive in a dynamic environment where every day brings new challenges and opportunities to make a difference? Dallas Veterinary Surgical Center (DVSC) is seeking a dedicated professional who will thrive in a team-focused atmosphere and is committed to delivering top-tier patient care and excel in providing exceptional client service.For over 30 years, DVSC has been a trusted surgical resource for veterinarians across the Dallas-Fort Worth area. We specialize in advanced diagnostics and cutting-edge surgical treatments for dogs and cats, including neurologic, orthopedic, soft tissue, and minimally invasive procedures. With state-of-the-art equipment and groundbreaking techniques, we set the standard for veterinary excellence.
Our Grapevine location is expanding, and we’re excited to welcome a Veterinary Client Service Lead to our growing team. If you're ready to be part of a practice that values expertise, compassion, and innovation, we want to hear from you!
Compensation:
- $24-$26 hourly, based on experience
- 4x10 hour shifts per week (days TBD)
- 7am-5pm
The Client Service Lead plays a vital role in delivering exceptional customer service by overseeing a team of client service representatives and technicians. This position ensures seamless operations and a positive client experience by effectively managing customer interactions and serving as a liaison between clients, doctors, and support staff. The Client Service Lead is committed to exceeding client expectations through professionalism, empathy, and continuous improvement of service delivery. By fostering a culture of respect and compassion, they actively seek opportunities to enhance the client experience and streamline processes.
Essential Job Responsibilities
In addition to functioning as a Client Service Representative or Client Service Technician, the Client Service Lead's responsibilities will include the following:
Operational Management:
- Collaborate with the Surgical Operations Manager (SOM) to ensure efficient DVSC operations at each location.
- Oversee the daily functions of Client Services employees, ensuring smooth workflows and optimal team performance.
- Manage Client Service staff schedules, ensuring adequate coverage, including handling PTO, call-outs, and other staffing adjustments.
- Provide hands-on support when necessary to maintain seamless operations.
- Conduct annual performance reviews and provide ongoing feedback to Client Service staff.
- Work closely with other Client Service Leads and the Hospital Director to develop and refine client service policies and workflows.
- Enforce all DVSC and Ethos policies and procedures to maintain consistency and compliance.
- Lead the planning and execution of Veterinary Receptionist Week to recognize and celebrate team contributions.
- Provide coaching, guidance, and professional development opportunities for Client Service employees.
- Collaborate with HR on employee performance issues, including disciplinary actions when necessary.
- Oversee training and onboarding of all new Client Service staff, ensuring a smooth transition into their roles.
- Address client service concerns brought forth by DVMs and other DVSC staff, ensuring prompt and professional resolution.
- Handle client complaints effectively, escalating issues to the Hospital Director as needed.
- Mediate conflicts within the team and administer appropriate disciplinary actions when required.
- Process client refund checks accurately and efficiently.
- Manage and reconcile location credit card receipts to ensure financial accuracy.
- Ensure the End of Day closeout is completed and posted by 9:00 AM the following business day.
- Oversee open invoices, ensuring they are completed and closed by the end of the month.
- Exceptional First Impressions: Are you the person who effortlessly leaves a positive and lasting first impression? We want you! The ideal candidate will possess outstanding communication and customer service skills, ensuring our clients and referring veterinarians feel valued and supported.
- Adaptability and Multitasking: In our fast-paced environment, versatility is key. If you thrive on multitasking and can navigate unexpected situations with ease, you're the problem solver we're looking for.
- Customer Service Excellence: If you've excelled in customer service, you know the importance of building positive relationships. Your ability to provide outstanding service aligns seamlessly with our commitment to delivering an exceptional client experience.
- Flexibility and Adaptability: Be a team player who thrives in a collaborative environment, adapting to situations where protocols may not apply and handling unanticipated tasks with grace.
- Fluent English skills (speaking & reading) are required for the role; fluency in multiple languages a plus!
- 401(k) with matching
- Health, Dental, and Vision insurance
- Health Savings Account (HSA) / Flexible Spending Account (FSA)
- Life and Disability insurance
- Paid Time Off (PTO) and Holidays
- Employee Assistance Program and Discounts (including Pet Discount)
- Professional development and tuition assistance
- Uniform stipend
For more information about our hospital, please visit https://dvsc.com
Ethos Veterinary Health is at the forefront of innovation and world-class medicine. As the premier network of over 140 specialty and emergency hospitals across North America, Ethos brings together a dedicated community of more than 1,500 specialized doctors providing care for nearly 2 million pets annually. The integrated and collaborative network of veterinary professionals utilize state-of-the-art technology and a scientific, evidence-based approach to deliver compassionate, unparalleled care and rewarding careers. Committed to revolutionizing veterinary medicine, Ethos sets the standard in veterinary excellence. Discover more at EthosVet.com.
Ethos Veterinary Health offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees. The team can provide more information about compensation and benefits for your specific location during the process. For positions based in Colorado, Ethos provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.
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 based on qualifications, competence, merit, and business need.
Client Services, Client Service Representative, Receptionist, Veterinary Receptionist, Veterinary Client Service Representative
Ethos Veterinary Health offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees. The team can provide more information about compensation and benefits for your specific location during the process. For positions based in Colorado, Ethos provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.
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 based on qualifications, competence, merit, and business need.
Client Services, Client Service Representative, Receptionist, Veterinary Receptionist, Veterinary Client Service Representative
