**Veterinary Reception, Client Care Team Lead** **Location: Vancouver, BC** **Reports To:** Hospital Manager, Medical Directors **Job** **Summary:** The role of the Client Care Team Lead is a full-time position that will support, lead, and direct our team of CSRs in a professional, supportive, and kind manner, while recognizing the responsibilities involved in responding to client and coworker questions. The Team Leader will also work closely with the hospital’s Leadership Team to promote a positive hospital image and continuously work towards the betterment of our people and our hospital as a whole. **Duties** **and** **Responsibilities:** **(This** **job** **description** **is in** **addition** **to** **your** **current** **CSR** **role** **in** **hospital)** The following serve as examples and is not all inclusive: + Ensures all new staff members receive orientation and adequate training. Regularly check-in with new staff members with regard to training and performance management with documentation. + Provide support, coaching/mentoring, and motivation to all Client Care team members by being present, monitoring workflow, and checking in with DVMs and the Treatment Team to maintain smooth communication. + Creates an inspiring team environment with an open communication culture. + Leveraging the strength of the collective treatment team to grow and develop one another, building a culture of continuous improvement. + Recognize limitations of team or individual members and assess what can be done to resolve the situation proactively. + Identify and address client service issues or internal team conflicts promptly. Submit incident reports when appropriate. + Produces schedule (Legion) and ensures an equal/fair rotation for all treatment associates. Reduces overtime through effective scheduling. + Coordinate vacation and relief coverage to maintain strong front desk support and seamless client service. + Assist with interviewing and hiring new Client Care team members. Follow through with the onboarding process to ensure new hires are fully supported. + Assists with client-related administrative duties in partnership with Hospital Manager (e.g., Accounts Receivable). + Attend weekly Leadership meetings and contribute feedback and solutions while maintaining confidentiality. + Act as mediator and advocate for the Client Care team, listening to concerns and leading with empathy. + Drives and supports various clinic initiatives as directed by the Hospital Manager (e.g., Care Club), ensuring successful rollout and team engagement. + Assists with conducting performance reviews for team members and gathering feedback from other hospital staff members. Implements appropriate development plans with documentation. + Conduct or assist with quarterly Coach & Connect sessions with team members, or as needed. + Assist with planning ongoing training and continuing education events for the Client Care team, incorporating them into meetings or social events whenever possible. + Update training manuals, SOPs, and client communication protocols as necessary. Recognize inefficiencies and implement improvements. + Meets with reps related to client care or OTC products, staying up to date on offerings and ensuring the Client Care team is informed and trained as needed. + Manage payroll timesheets (WorkDay) for Client Care team members. + Attends weekly Staff Meetings and prepares departmental breakout sessions when needed. **What VCA Canada Offers** Join our team and you will make a huge difference in the lives of pets and their families! With an extensive network of hospitals across Canada, each location offers a diverse experience, a local community feel, and a caring culture of **Wellness and Appreciation** you can thrive in! + **RRSP Employer 5 % Match Program**  – saving for your future just got easier! + **VCA Canada RRSP Student Loan** - Ask us more! + A caring culture of  **Wellness and Appreciation!** + **Medical Library** ; 2000+ journals, 600+ textbooks, research, and more at your fingertips! + Competitive wages and health/dental benefits! + Opportunity to apply for a Veterinary Technician/Technologist scholarship (annual process) + Annual uniform allowance + Exceptional career development: there is room to grow here! + Referral Bonus Rewards + Opportunities to give back to your community through VCA initiatives + Generous personal pet care discounts + Extra perks like shopping discounts and cool wellness apps! **Click “Apply Now”** _VCA Canada is committed to providing an inclusive and diverse workplace and is an equal opportunity employer. If you require any assistance, please let us know._ **If you are a current associate, you will need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.**