Veterinary Customer Service Team Lead

Job Summary

A company is looking for a Customer Service Team Lead - Contact Center (Veterinary-Focused).

Key Responsibilities

• Oversee day-to-day operations of the Customer Service Representative (CSR) team and manage performance indicators
• Research and resolve escalated customer service issues while conducting quality control activities for the team
• Provide coaching and feedback to team members, maintain performance documentation, and perform CSR duties as needed

Required Qualifications

• Associate degree and 3+ years of experience as a Customer Service Representative or equivalent education and experience
• Experience in insurance, healthcare, or veterinary reception is preferred
• Ability to obtain a Property & Casualty insurance license upon hire is preferred
• Strong understanding of systems and tools used by the CSR team
• Experience in managing team performance and conducting coaching sessions