Team Leader, Customer Service Representatives - Animal Hospital

Description

Working in partnership with teams across the League, you will help prevent and alleviate animal suffering. Apply to join our fantastic team of Veterinary Assistants now!

Purpose of Position: Directly lead and provide oversight for the work of the Community Veterinary Service (CVS) Customer Service Representatives (CSR), ensuring compassionate and exceptional service experiences for our clients. This position also oversees the various levels of support that the CSR team provides to all the services within CVS, including the urgent care hospital, spay/neuter clinic, vaccine clinic and Metro Cat Street Team.

Responsibilities

• Approach challenging situations with a positive perspective, helpful attitude and flexible strategies, seeking the best possible experiences and outcomes for pets and clients.
• Collaborate with other organization staff, including other team leads, to address logistical issues.
• Monitor data entry and documentation to ensure accurate records.
• Provide onboarding support and training to staff and volunteers new to the team.
• Perform daily work of the CSRs
• Provide input to managers regarding staff performance and process improvement.
• Utilize established SOPs to guide consistent and appropriate operating procedures and suggest changes when needed.
• Identify, troubleshoot and elevate challenges to management.
• Work in partnership with site leadership to provide training and mentorship for associates who demonstrate interest and capacity to take on additional and/or higher-level responsibilities.
• Support the day-to-day work of the CSR team providing oversight, guidance and coaching.
• Model compassionate interactions with clients, animals and staff and create an environment where this behavior is normalized and expected.
• Manage emotionally difficult situations with strong communication skills.
• Contribute to and lead initiatives to improve processes and procedures.

People Care

People are the key to fulfilling our mission. Making internal and external patrons and their needs a primary focus is expected in all situations. This position interacts with and collaborates with employees at all levels of the organization. Communication occurs through face to face, telephone, and electronic interactions and may also include contact with the general public and League business partners. Communication and contact must be clear, understandable, cooperative, professional and respectful in all circumstances. Employees are expected to actively support a positive team environment, directly address conflict, and appropriately express concerns.

Competencies

Competencies are work behaviors and expectations necessary for successful job performance. They encompass knowledge, skills, abilities, attitudes, and actions.

Leadership competencies apply to positions with direct reports or leadership over a function, organizational competencies apply to all jobs at the League; position competencies are specific to this position.

Organizational Competencies

• Emotional Intelligence
• Excellence
• Adapting to Change and Ambiguity
• Customer and Community Focus
• Integrity and Ethics

Position Key Competencies

• Communication Skills
• Leadership
• Analytical thinking
• Attention to Detail
• Teamwork
• Flexibility
• Conflict management
• Strategic thinking
• Accountability

Supervisory or Managerial Responsibility

• Point of contact for CSR Volunteers
• Provides direction to CSR team members

Travel

• May require travel to different work sites

Work Conditions And Physical Requirements

Handle animals of various sizes, weights, and temperaments. Subject to animal bites or scratches. Work performed in high noise level areas. Exposure to cleaning chemicals, fumes, dust, animal dander, feces and bodily fluids. Physical efforts may occasionally require bending, stooping, standing, climbing stairs, and walking.

Shift Details: 40 hours per week, four 10-hour shifts or five 8-hour shifts

Full Time Benefits – Please visit our website for a comprehensive list of all offered benefits.

• Employee Assistance Program
• Flexible spending accounts
• Sabbatical program
• Benefits (medical, dental, and vision)
• Paid Time Off (PTO)
• League-paid Life and Short-Term Disability Insurance
• 401(k) with matching
• And more!
• Holiday Pay

Compensation: $22.50 - $23.65 per hour (starting pay commensurate with market, experience, and equity)

Requirements

Position Qualifications

Knowledge/Skills/Abilities

• Proficiency in Microsoft Office programs
• Demonstrated organizational skills
• Strong desire to serve under resourced communities with respect and compassion
• Able to maintain positivity under stressful circumstances
• Strong interpersonal communication skills and ability to display professionalism
• Ability to utilize effective problem solving and decision-making skills
• Experience mentoring team members and creating a positive team environment
• Comfortable being the “go-to” person on shift for problem solving
• High attention to detail
• Proven ability to lead by example

Required

• Work Experience: Minimum 3 years of customer service in a professional setting including supervisor or lead role experience
• Special Training, Certification or Licensure: None
• Education: High school diploma or equivalent

Preferred

• Experience with developing and delivering staff training
• Professional experience in medical or veterinary setting
• Bilingual fluency speaking both English and Spanish