Lead Customer Service Representative - Emerald City Emergency Clinic at Lakefield Veterinary Group

Seattle, Washington, United States -

Full Time

Start Date

Immediate

Expiry Date

28 Jun, 26

Salary

0.0

Posted On

30 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Customer Service, Training, Mentorship, Client Engagement, Care Coordination, Workflow Management, Performance Feedback, Onboarding, Triage Fundamentals, Client Communication, Conflict Resolution, Cash Handling, Data Collection, Operational Support, Compassion

Industry

Veterinary Services

Description

POSITION SUMMARY: The Customer Service Representative Lead (CSR Lead) is a key leadership role within a fast‑paced emergency and hospital. This position serves as the primary frontline liaison between clients and the medical team, ensuring exceptional service delivery during routine and high‑acuity situations. The CSR Lead actively supports client engagement, care coordination, and hospital operations while providing day‑to‑day leadership, training, and mentorship to the Customer Service Representative (CSR) team. This role is critical to enhancing client trust, retention, and referral while supporting optimal patient outcomes. Leadership & Team Support Model and promote a culture grounded in the hospital’s core values of Respect, Learning, Integrity, WOW Service, and Fun. Serve as a Lead by providing direction, coaching, and subject‑matter expertise to CSRs during daily operations in a high‑volume emergency setting. Assign responsibilities and monitor workflow to ensure service excellence, efficiency, and adherence to hospital protocols. Collaborate closely with the Hospital Administrator to provide feedback on CSR performance, skill development, and training needs. Lead onboarding and ongoing training for new and existing CSRs, including emergency case intake, triage fundamentals, scheduling protocols, and client communication during emotionally charged situations. Ensure service standards, quality assurance guidelines, and hospital policies are consistently followed. Client Experience & Care Coordination Serve as a primary contact for incoming emergency clients, both in person and by phone. Accurately document patient history, presenting concerns, and service details in the practice management system with a high degree of accuracy and timeliness. Conduct initial client intake and triage support by gathering critical information and directing cases to appropriate veterinary staff based on urgency and medical need. Respond to complex client questions with professionalism, compassion, and clarity, particularly during stressful or emergent situations. Support client discharge by providing clear instructions, treatment summaries, and invoices, ensuring understanding and continuity of care. Financial & Administrative Responsibilities Process payments for services and products, maintain cash handling accuracy, and complete daily cash drawer reconciliation. Dispense prescription medications and retail products in accordance with veterinarian instructions and hospital policies. Address and professionally resolve client concerns or complaints, escalating to leadership when necessary to ensure timely and satisfactory resolution. Assist hospital leadership with administrative functions including data collection, reporting, and operational support as needed. Operational & Hospital Support Promote a collaborative, team‑focused environment that supports high‑quality, compassionate, and efficient patient care. Comply with all hospital policies, safety protocols, quality assurance standards, and minimum standards of care. Perform additional duties and special projects as assigned to support hospital operations and growth. Education High School Diploma or GED required. Experience Minimum of three (3) years of experience in a leadership role within customer service or retail required. Prior experience in an emergency veterinary, specialty, or human medical environment strongly preferred. Knowledge, Skills, & Abilities Strong understanding of advanced customer service principles in high‑stress environments. Working knowledge of medical terminology and emergency intake processes. Advanced proficiency in Microsoft Office Suite and practice management software. Exceptional written, verbal, and active‑listening communication skills. Proven conflict resolution abilities, with demonstrated success de‑escalating emotionally charged situations. Ability to prioritize, multitask, and remain detail‑oriented in a fast‑paced, interruption‑driven environment. High degree of accuracy, professionalism, and discretion. PHYSICAL DEMANDS & WORKING CONDITIONS Frequent use of a computer and multi‑line phone system for extended periods. Prolonged standing, walking, bending, reaching, grasping, and repetitive motions. Ability to lift up to 30 lbs. unassisted and up to 50 lbs. with assistance. Work environment may involve injured, aggressive, fearful, or distressed animals that may bite or scratch. Must be able to work flexible schedules, including evenings, weekends, and holidays, as required by emergency hospital operations. SUPERVISORY RESPONSIBILITIES Shared supervisory responsibility with the Hospital Administrator for the Customer Service Representative team. ABOUT LAKEFIELD VETERINARY GROUP Lakefield Veterinary Group partners with hospitals nationwide to preserve the unique culture and identity of each practice while providing the operational support and resources needed to thrive. We believe exceptional veterinary care starts with exceptional people and are committed to fostering an inclusive, supportive, and growth‑oriented workplace. Our Core Values: Respect Learning Do the Right Thing WOW Service Fun EQUAL EMPLOYMENT OPPORTUNITY Lakefield Veterinary Group is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all team members and applicants.

Responsibilities

The CSR Lead acts as the primary frontline liaison between clients and the medical team in an emergency setting, providing day-to-day leadership, coaching, and subject-matter expertise to the Customer Service Representative team. This role involves managing client intake, coordinating care, processing financial transactions, and ensuring adherence to hospital protocols and service standards.