Client Relationship Lead

VCA Antech, Inc. Reno , NV 89510

Posted 3 months ago

Company Info: VCA Inc. owns, operates, and manages the largest network of freestanding veterinary hospitals and veterinary clinical reference laboratories in North America, with over 900 hospitals located in the U.S. states and Canada, and more than 55 clinical laboratories. VCA is also a leading supplier of diagnostic imaging equipment to the veterinary industry, as well as operating a franchisor of premier dog daycare facilities.

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https://www.myworkday.com/vca/d/inst/1$9925/9925$45997.htmld

VCA A Plus Animal Hospital, we are very excited to be able to offer the best veterinary services to Reno, NV and the surrounding areas

The best Client Relationship Leads are genuinely excited to help customers. They're patient, empathetic, and passionately communicative. They love to talk. Customer service representatives can put themselves in their customers' shoes and advocate for them when necessary. Customer feedback is priceless. Problem-solving also comes naturally to Client Relationship Leads. They are confident at troubleshooting and investigate if they don't have enough information to resolve customer complaints.

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Responsibilities

Customer Service Lead Responsibilities list:

  • Manage large amounts of incoming calls

  • Generate sales leads

  • Identify and assess customers' needs to achieve satisfaction

  • Build sustainable relationships and trust with customer accounts through open and interactive communication

  • Provide accurate, valid and complete information by using the right methods/tools and be able to train staff to strive for greatness.

  • Meet personal/customer service team sales targets and call handling quotas

  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

  • Keep records of customer interactions, process customer accounts and file documents

  • Follow communication procedures, guidelines and policies

  • Take the extra mile to engage customers

  • Oversee staff is meeting/completing requirements of job duties and tasks.

Requirements

  • Proven customer support experience or experience as a client service representative

  • Track record of over-achieving quota

  • Strong phone contact handling skills and active listening

  • Familiarity with CRM systems and practices

  • Customer orientation and ability to adapt/respond to different types of characters

  • Excellent communication and presentation skills

  • Ability to multi-task, prioritize, and manage time effectively

  • High school degree

Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!

The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development).


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Client Relationship Lead

VCA Antech, Inc.