Team Leader – Customer Service

Vet et Nous is a multidisciplinary team composed of veterinarian both generalists and specialists operating at high rank whose mission is to take care of client’s pets as if they were our own. Our teams are split in 3 emergency and reference centres open 24/7 and several general practice hospitals in the greater Montreal, Laval, Montérégie, Laurentides, Lanaudière, Mauricie, Saguenay-Lac-St-Jean and Quebec region.

As the first point of contact with our customers, the Customer Service Representative is the company's ambassador. Under the supervision of the Manager, the Team Leader is responsible for the smooth running of the reception area on several levels. The Team Leader is primarily responsible for the floor. He/she is responsible for the repair and maintenance of equipment, the application of our work methods and compliance with health and safety regulations. The team leader must ensure quality service in accordance with Vet et Nous standards.

Permanent, full-time position. The schedule includes day, evening and weekend shifts, depending on the facility's operational needs.

Why Choose our Team?

• Group insurance program
• Continuing education budget
• Work apparel and uniform allowance
• Employee assistance program
• Sick days and work/family balance
• Employee discounts
• Physical activity memberships
• Maintenance of seniority through the group
• Unpaid leave of absence
• Several social activities (happy hour, food truck, social committee, etc.).

Main Responsabilities:

• Supervise front desk team members;
• Manage the team's day-to-day operations (floor supervision, answering questions/complaints in person or by e-mail, etc.) ;
• Train and monitor the progress of employees (new and existing) and make any necessary corrections;
• In collaboration with the manager, identify training needs and plan sessions to keep the team's skills up to date;
• Develop and update protocols to ensure the smooth running of the team;
• Ensure that the team provides adequate services to customers at all times by monitoring them closely during opening hours;
• Identify, train and motivate key team members and manage succession planning;
• Supervise equipment maintenance and upkeep;
• Troubleshoot any equipment failures at the front desk;
• Perform other related duties, including administrative;
• Welcome, inform and direct customers;
• Open customer files;
• Handle telephone calls (provide information, schedule and confirm appointments, etc.);
• Handle customer complaints;
• Call customers for feedback;
• Process invoices and manage cash register;
• Manage and respond to electronic mailbox;
• Ensure effective communication between customers and the medical team;
• Manage orders and returns (e.g. food restocking);
• Carry out various related administrative tasks linked to the reception team;
• Participate in meetings or training sessions to acquire knowledge useful for responding to customer and employee requests;
• Maintain good communication with team and manager.
• Manage breaks and be able to replace staff as needed;
• Handle the entire staffing process (recruitment, induction, integration, scheduling, punches, etc.) in partnership with the manager;
• Plan and lead various meetings with reception staff;
• Maintain up-to-date employee files;
• Ensure that an employee recognition plan is in place;
• Manage various conflicts and ensure mobilization of different groups;

Requirements :

• Bilingual (French and English);
• Minimum 3 to 5 years' experience in a similar position;
• Experience in the veterinary and/or related field (an asset);
• Knowledge of Cornerstone in-house software (an asset);
• Stress management ;
• Organizational skills;
• Highly professional and customer service oriented;
• Good judgment, autonomy and decision-making skills;
• Excellent customer service skills;
• Excellent interpersonal communication skills;
• Excellent conflict management skills;
• Bilingualism (oral and written);
• Autonomous and versatile;
• Resourceful and responsible;
• Excellent management of priorities;
• Discreet;
• Strong sense of organization and observation;
• Team player;
• Good communication skills;
• Strong leadership skills and ability to take initiative;
• Have as values : commitment, respect, collaboration and open-mindedness.

Vet et Nous is an equal opportunity employer.