Client Care Lead

About Veterinary Specialty Hospital:  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.

We are looking for a full time Client Care Lead (CCL) who will assist 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.

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 CCS staffing to ensure efficiency based on customer flow and volumes.

· Monitors employee arrivals and departures.

· 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/People & Organization.

· Assists with the on-boarding 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 input into performance reviews on a timely basis. Promotes adherence to hospital policies and procedures.

· Provides mentoring, counseling and development of subordinates in conjunction with Client Care Supervisor

· Participates in the disciplinary process in collaboration with the Client Care Supervisor and People and Organization, as necessary.

· 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

· 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.

Must be able to lift up to 25 lbs.

Ability to stand for up to 10 hours a day

Pay Scale:

Compensation is based on experience/skill level and will range from $26.35 - $32.00 / hr

Benefits of Working at VSH:

Full-time benefits are available on the first of the month following 30 days and 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.

Access to VetBloom on-line learning platform

Quarterly employee acknowledgement and celebration

Work/life balance and stress reducing support from our on-staff social worker

NVA Compassion-First is now Ethos Veterinary Health

We are excited to announce Ethos Veterinary Health as our new name. Ethos is the new, industry-leading community of legacy Ethos Veterinary Health, Compassion-First Pet Hospitals, SAGE Veterinary Centers, and legacy NVA Specialty and Emergency hospitals. This powerful new community brings together a dynamic network of ~145 hospitals, an unmatched team of experts, cutting-edge technology, and an unwavering commitment to the advancement of the animal health profession and better patient outcomes.

Our commitments to the industry, the profession, our teammates, and our patients, will not change, and in fact will be stronger than ever, as we forge new ground as this new dynamic community.

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, EVH 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 Veterinary Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

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