Customer Service Representative

Client Service Supervisor- Position Overview

The Client Service Supervisor (CSS) responsibility to exemplify the highest qualities of a Client Service Representative and ensure the team continues to meet and exceed expectations regarding the quality of client service.  This position is responsible to mentor, educate and function as an advocate for the CSR team to ensure the members continue to grow personally and professionally.  The CSS is also expected to consistently support the practice’s mission and inspire fellow team members to the practice’s mission. 

The CSR is the first contact when calling or visiting the practice and, as such, must represent the professional image of the practice to callers and visitors.  The Client Service Supervisor must be able to perform all of the functions of a CSR, and additionally coach team members in professional standards, diffuse negative client situations and foster client bonding in addition to assisting the Practice Manager (PM) in setting protocols, CSR training and education. Also participates in the evaluation and assessment of team members with the Practice Manager(PM).

Education Requirements:

• High school diploma or equivalent.

• Exemplary Client Services background.

• Computer knowledge and typing skills required.

• Comfortable with Word, Excel and email. 

Experience Requirements:

• Minimum of 3 years experience in a lead CSR position.

• Significant experience with basic office functions in a busy office environment.

• Supervisory experience preferred.

Personal Requirements:

The CSS must be able to:

• Be flexible in attitude and work habits.

• Be flexible in work hours and days.

• Quickly learn how to pronounce, know the meaning of and spell commonly used veterinary terms.

• Perform basic computer skills.

• Have had experience with basic office functions in a busy work environment

• Possess strong leadership skills with the ability to oversee multiple employees.

Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of the organization.

Computer Skills: Must be experienced with basic computer and printer tasks and operations. Experience with various veterinary software helpful.

Office Equipment Skills: Must be proficient in use and basic trouble shooting of standard office machines, fax, copier, credit card terminal, printers, scanners, label printers and multi-line phone system. Coordinate any equipment repair needs with PM.

Mathematical Skills: Ability to calculate figures and amounts such as discounts, percentages, and volume. 

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations. Ability to examine situations in a neutral manner to determine the best course of action for the whole, not just an individual.                                  

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust to focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Effort: Work requires lifting and carrying records and equipment weighing up to 35 lbs; requires sitting and standing for extended periods or time.

Working conditions: May be exposed to unpleasant odors, noises and animal feces. May be exposed to contagious diseases.

Client Services Supervisor Duties

• Technical Job Knowledge/Duties

• Meet and exceed the Client Services Representative job description

• Feel and express a genuine liking for animals and for working in an animal care environment.

• Convert phone-shoppers into clients through relationship building and bonding.

• Understand and carry out oral and written directions.

• Possess excellent computer skills and shows accuracy in inputting details.

• Accurately handle payment transactions and can reconcile errors based on general accounting principles.

• Answer client’s inquiries about hospital policies, basic animal care questions, cost of routine procedures and products.

• Reconcile client disputes regarding financial matters according to established policies.

• Address all issues related to daily operations team management.  Review with Practice Manager.

• Support the value of all hospital services.

• Understand the practice fee schedule and the importance of appropriate invoicing.

• Oversee the client appointment schedule giving attention to appropriate doctor assignment, smart scheduling, allocating adequate time for complicated cases, client preference, doctor preference, etc.

• Ensure accuracy in patient record entry and linking of received medical information.

• Oversee PetDesk, Weave, and Wellness Plans, and be proficient in all

• Training/Team Development

• Participate in the screening, interview and hiring process for the CSR team.

• Assist with onboarding new hires to the CSR team and handling all required documents and forms.

• Maintain a Superior Training Program, along with the PM for our CSR team

• Provide orientation, mentoring and training for the CSR team and appropriate cross training of the entire team in relation to client services.

• Identify the qualities the CSR team must demonstrate to succeed in their positions.

• Contribute to the development of orientation and training protocols and continuing education guidelines for the CSR team that outline the specific steps for training and professional development.

• Review and update education programs at least annually to reflect current hospital protocols.

• Contribute to and participate in CSR team evaluations according to established protocol

• Participate in the development of action plans for CSR team members who do not consistently meet their position requirements.

• Monitor client service team productivity and ensure timely completion of routine tasks.

• Address all issues related to daily operational management of the Client Care team, confer with the PM when necessary

• Ensure the client care team is educated about the proper use of all office equipment.

• Leadership

• Oversees telephone, fax and email messages are promptly, properly and accurately relayed to the appropriate person by the CSR team.

• Oversee daily opening and closing procedures.

• Adhere to all hospital directives and protocols and maintain the highest ethical, moral, and professional standards.

• Act responsibly to build your reputation in the community and enhance the reputation of the hospital and your colleagues.

• Maintain a professional appearance.

• Maintain a professional, courteous attitude.

• Ensure a pleasant, respectful, and productive whole team relationship.

• Utilize the skills of CSR team members.

• Participate in, and set the example for, regular attendance of continuing education in customer service and human resources to develop professional skills

• Client Skills

• Deal intelligibly, pleasantly and efficiently with clients, often doing several things at one time.

• Display tact and diplomacy with team members and clients even when busy or hectic.

• Work efficiently in the presence of other team members and clients.

• Outline costs and fees in a positive light while supporting hospital payment policies.

• Easily remember clients and patients names and uses them. Creates a bond with the practice.

• Handle client correspondence including procedure reminders, thank you cards, welcome cards, sympathy arrangements and cards.

• Regularly review practice opportunities to improve and build upon client service based on client surveys.  Review with PM.

• Review and resolve client complaints and billing issues.  Consult with the leadership team and/or attending veterinarian when appropriate.

• Follow up with clients regarding payment of outstanding amounts using established hospital collection protocols.

• Team Skills

• Maintain positive, cooperative relationships with other team members.

• Coordinate communication between the Client Care and Patient Care teams to ensure smooth daily operation of practice. 

• Display tact and diplomacy with team members and clients even when busy or hectic.

• Work almost constantly in the presence of other team members and clients.

• Keep the spirit of co-working alive.

• Professional Image/Hospital Mission

• The CSS must understand and help promote the mission, vision and core values of the organization and lead by example.

• Alert the practice manager to any maintenance as may be needed.

• Conduct oneself in a confident and professional manner even when stressed and/or focused on individual tasks.

• Keeps the front desk running efficiently and smoothly even when there is client wait times.

• Ensure adherence to the practice’s confidentiality protocols

• Maintain professional environment in the CSR area and client waiting areas

• Strategic Planning/Development

• Contribute to development of the practice’s Client and Patient Care Plan

• Contribute to establishing annual goals for attracting new clients and client retention

• Regularly review the hospital’s attention to client convenience and recommend   enhancements

• Share client feedback and new ideas to enhance patient care and client service

• Contribute to developing procedures to enhance the client’s perception of value

• Marketing

• Coordinate marketing themes with PM.  Consider seasons, monthly focus (seniors, heartworms, dental month, etc.)

• Post to Facebook and other social media platforms daily rotating warm, fuzzy animal and educational posts.

• Consider the confidentiality needs of shared posts balanced with client interests

• Take pictures of interesting medical issues in the practice/ write appropriate content to share online

• Be proactive in obtaining DVM/staff pictures with pets to share online.  Clients like to see what we do.

• Keep all brochure supplies current and well stocked

• Post new employees pictures and bio to the website as they are hired. (After 90 day introductory period)

• Promote the hospital ‘app’ regularly, as well as Facebook and Instagram

• All other duties asked to keep the hospital adequately represented

Priorities Review:

• Superior Client Service

• Team Support

• Team Leadership/Consistency

• Client Support

• Professional Image

At AmeriVet, we’re committed to your growth, development, well-being, and success. We empower team members with the resources, support, and opportunities needed to thrive in their careers and make a lasting impact in our communities.

Here’s what you can expect when you join our team:

• Tailored development programs, mentorship, and career pathing to help you achieve your unique goals.

• Competitive pay, performance bonuses, 401(k) matching, and student loan assistance to foster your financial well-being.

• Health, dental, vision, life insurance, and mental health resources to support your overall well-being.

• Generous paid time off and holidays, because your personal time matters.

• A supportive, collaborative environment where everyone feels a sense of belonging.

Please note: Any Benefits listed above apply to full-time employees. 

At AmeriVet, your unique skills and passion are celebrated, and every team member has the tools to thrive. Our people-focused approach is centered on helping you grow in your career while making a meaningful impact on the communities we serve.