Emergency Client Services Lead

at  Ottawa Animal Emergency and Specialty Hospital

ABILITY TO PIVOT AND CHANGE PRIORITIES BASES ON DAY-TO-DAY ACTIVITIES

• Reports any pain points or conflicts to CSM and/or CSS.
• Occasional administrative duties and special projects.

What you will need to succeed:

• Veterinary Assistant certification an asset
• Knowledge of common veterinary emergencies and triage procedures
• Conflict management skills
• Preferred: 2 years or more of experience in the veterinary or emergency healthcare sector are assets.
• Preferred: Strong knowledge of Veterinary Care Software solutions, including Avimark
• Experience in training and onboarding
• Experience supervising a team is an asset.
• Proficiency in Microsoft Office suite of applications
• Exceptional organization skills
• Exceptional client retention and service skills, both verbal and written
• Resilience and adaptability to deal with emotional and demanding clients, with the primary focus of nurturing relationships, managing conflict, driving service solutions and client retention in the veterinary services we provide.
• Exceptional client service skills, both verbal and written

Our Core Values:

• Excellence
• Innovation
• Passion
• Teamwork
• Dependability

Leadership Pillars:

• Servant Leadership
• Empathy, Passion & Respect
• People First, Focused on Culture
• Honesty, Integrity, Fairness & Trust
• Continuous Development
• Diversity & Inclusion
• Empowerment & Accountability * Resiliency & Adaptability

Languages:

• Bilingual in French and English (Preferred) , all candidates will be considered

Job Types: Full-time, Permanent
Pay: $19.50 per hour

Additional pay:

• Overtime pay

Benefits:

• Dental care
• Life insurance
• On-site parking
• Paid time off
• Vision care

Schedule:

• Day shift
• Overtime
• Weekends as needed

Work Location: In perso

Key Responsibilities: The employee works to maximize efficiency in workflow between the client services staff and the Inpatient/Outpatient emergency team and advising on any after hours correspondence with specialty clients. The Client Service Lead is a “go- to” for staff and a responsible problem solver.

Mission Objectives:

• Brings the hospitals mission and vision to life for our team and our clients:
• Strive to provide the best possible client experience in a relationship-centered environment.
• Our vision is to be a premiere veterinary care center, wholly owned by veterinary professionals, with a model of excellence, innovation, and reliability.

Duties and Responsibilities:

In addition to Client Service duties:

• Primarily responsible for overseeing and supporting the training of new team members.

. CSR role related tasks (reception/answering calls)

• Ensures all necessary onboarding and training documents are completed and returned to the client service supervisor.
• Assist other employees with escalated client services cases and problem solving.