Customer Experience Agent providing exceptional support to customers via telephone in a dynamic call centre environment. Working collaboratively with a team to enhance service delivery and customer satisfaction.
CP
Onsite Customer Service Representative – Team Lead
Posted last week
About the role
- Team Lead for Customer Service Representatives at Quakertown Veterinary Clinic providing customer service and support for animal care. Managing a team to ensure excellent patient and client interactions.
Responsibilities
- Answer telephones and place calls quickly, efficiently and in a professional and friendly manner
- Respond to inquiries and provide information about products and services
- Greet clients, enter or update client and pet information into the practice computer system
- Schedule appointments and check clients in/out for appointments and services
- Monitor reception area and maintain awareness of patient conditions
- Prepare client invoices and obtain payment after services are performed
- Perform over the counter sales of specialty merchandise and prescription diets
- General clerical duties, such as filing documents, checking and sending mail and email, and maintaining client records
- Act as a main point of contact for Customer Service Representatives during shifts
- Address and handle all call-outs, tardiness and scheduling updates as needed during shifts
- Maintain productivity levels of all Customer Service Representatives
- Promote positive working relationships and efficient and effective communication with all employees
- Proactively troubleshoot problem areas and respond to customer complaints
- Adhere to policies and protocols as outlined in the employee handbook
- Effectively communicate any pertinent information regarding employees, business or customer needs with the department supervisor
Requirements
- Previous experience in customer service, sales, reception or other related fields required
- Previous leadership experience required
- Ability to build rapport with clients
- Ability to prioritize tasks and multi-task
- Maintain a professional appearance and demeanor
- Excellent written and verbal communication skills
- Organized with strong attention to detail
- Strong phone etiquette
- Ability to work in a fast-paced environment
- Ability to remain calm and efficient during times of high tension
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