Veterinary Client Service Lead, DVSC

Veterinary Client Service Lead

Are you a compassionate, enthusiastic "people person" with a love for animals? Do you thrive in a dynamic environment where every day brings new challenges and opportunities to make a difference? Dallas Veterinary Surgical Center (DVSC) is seeking a dedicated professional who will thrive in a team-focused atmosphere and is committed to delivering top-tier patient care and excel in providing exceptional client service.

For over 30 years, DVSC has been a trusted surgical resource for veterinarians across the Dallas-Fort Worth area. We specialize in advanced diagnostics and cutting-edge surgical treatments for dogs and cats, including neurologic, orthopedic, soft tissue, and minimally invasive procedures. With state-of-the-art equipment and groundbreaking techniques, we set the standard for veterinary excellence.

Our North Dallas location is expanding, and we're excited to welcome a Veterinary Client Service Lead to our growing team. If you're ready to be part of a practice that values expertise, compassion, and innovation, we want to hear from you!

Compensation : $24-$28 hourly, based on experience

Schedule : 5x8 hour shifts per week (exact days / times TBD)

About the Role

The Client Service Lead plays a vital role in delivering exceptional customer service by overseeing a team of client service representatives and technicians. This position ensures seamless operations and a positive client experience by effectively managing customer interactions and serving as a liaison between clients, doctors, and support staff. The Client Service Lead is committed to exceeding client expectations through professionalism, empathy, and continuous improvement of service delivery. By fostering a culture of respect and compassion, they actively seek opportunities to enhance the client experience and streamline processes.

Essential Job Responsibilities

In addition to functioning as a Client Service Representative or Client Service Technician, the Client Service Lead's responsibilities will include the following :

• Collaborate with the Surgical Operations Manager (SOM) to ensure efficient DVSC operations at each location.
• Oversee the daily functions of Client Services employees, ensuring smooth workflows and optimal team performance.
• Manage Client Service staff schedules, ensuring adequate coverage, including handling PTO, call-outs, and other staffing adjustments.
• Provide hands-on support when necessary to maintain seamless operations.
• Conduct annual performance reviews and provide ongoing feedback to Client Service staff.
• Work closely with other Client Service Leads and the Hospital Director to develop and refine client service policies and workflows.
• Enforce all DVSC and Ethos policies and procedures to maintain consistency and compliance.
• Lead the planning and execution of Veterinary Receptionist Week to recognize and celebrate team contributions.
• Provide coaching, guidance, and professional development opportunities for Client Service employees.
• Collaborate with HR on employee performance issues, including disciplinary actions when necessary.
• Oversee training and onboarding of all new Client Service staff, ensuring a smooth transition into their roles.
• Address client service concerns brought forth by DVMs and other DVSC staff, ensuring prompt and professional resolution.
• Handle client complaints effectively, escalating issues to the Hospital Director as needed.
• Mediate conflicts within the team and administer appropriate disciplinary actions when required.
• Process client refund checks accurately and efficiently.
• Manage and reconcile location credit card receipts to ensure financial accuracy.
• Ensure the End of Day closeout is completed and posted by 9 : 00 AM the following business day.
• Oversee open invoices, ensuring they are completed and closed by the end of the month.

What We're Looking For

Benefits Include :

Join us at DVSC, where your expertise will be valued, your ideas heard, and your career nurtured in an environment dedicated to both excellence and compassion. Apply today to become a part of a team that's committed to helping pets and the people who love them!