Veterinary Emergency + Referral Center of Hawaii (VERC) is an advanced 24-hour veterinary emergency and specialty hospital seeking a full-time Client Care Representative. Our dedicated board-certified specialists and highly-trained emergency professionals provide a collaborative approach to veterinary medicine. Supported by our modern, state-of-the-art facility, we offer a full in-house laboratory, ultrasonography, CT, MRI and electrochemotherapy.

At VERC, our mission is to provide the highest standard of emergency and specialty medicine, offering the most comprehensive and progressive patient care on the Hawaiian Islands.

Client Care Lead assists the Client Care Supervisor with implementing and maintaining the highest level of service to clients and referring veterinary practices and with the supervision of the client care staff.

This position is non-exempt.

Responsibilities:

• Assists the Client Care Supervisor in promoting and maintaining an exceptional customer service
• Promotes effective communication among all departments within the hospital.
• Schedules adequate staffing to ensure efficiency based on customer flow and volumes.
• Assist in developing, administering, and monitoring client satisfaction surveys to all clients that enter the facility. Measures the responses for progress and for areas of improvement.
• Maintain high visibility within the Client Care Department on a daily basis.
• Assists with the onboarding of new employees.
• Participates in developing, maintaining, and updating training procedures to ensure that all current and newly hired client care staff members are trained and knowledgeable in all areas of the hospital.
• Provides mentoring, counseling, and development of subordinates in conjunction with Client Care Supervisor including participating in disciplinary process.
• Act as a client concierge to ensure the highest level of customer service for every client.

About You:

• Associate Degree required, Bachelor’s Degree preferred or equivalent experience
• 2+ years’ customer relations experience

This is an overnight position, Sunday - Tuesday 6pm - 6am, and Wednesday - Saturday 8pm -6am.

Skills and Experience:

• Ability and experience to diffuse a difficult or stressful client or employee situation in a respectful manner.
• Ability to promote effective communication between the client care staff, specialists and technical staff.
• Demonstrated professionalism in all interactions and transactions.
• Ability to be flexible and adjust to a changing environment.
• Veterinary industry experience helpful but not required.

Benefits of Working at Veterinary Emergency + Referral Center of Hawaii:

• Full-time benefits include health with an optional 100% employer paid plan, dental, vision, disability and life insurances, 401(k), Employee Assistance Program, paid time off, and an allotment for uniforms.

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