Answer telephones and place calls quickly, efficiently and in a professional and friendly manner
Respond to inquiries and provide information about products and services
Greet clients, enter or update client and pet information into the practice computer system
Schedule appointments and check clients in/out for appointments and services
Monitor reception area and maintain awareness of patient conditions
Prepare client invoices and obtain payment after services are performed
Perform over the counter sales of specialty merchandise and prescription diets
General clerical duties, such as filing documents, checking and sending mail and email, and maintaining client records
Act as a main point of contact for Customer Service Representatives during shifts
Address and handle all call-outs, tardiness and scheduling updates as needed during shifts
Maintain productivity levels of all Customer Service Representatives
Promote positive working relationships and efficient and effective communication with all employees
Proactively troubleshoot problem areas and respond to customer complaints
Adhere to policies and protocols as outlined in the employee handbook
Effectively communicate any pertinent information regarding employees, business or customer needs with the department supervisor

Previous experience in customer service, sales, reception or other related fields required
Previous leadership experience required
Ability to build rapport with clients
Ability to prioritize tasks and multi-task
Maintain a professional appearance and demeanor
Excellent written and verbal communication skills
Organized with strong attention to detail
Strong phone etiquette
Ability to work in a fast-paced environment
Ability to remain calm and efficient during times of high tension

Customer Service Representative – Team Lead

Key skills