**Client Care, Team Lead** **Location: Calgary, AB** We are welcoming a **Team Lead** that will support and manage the Client Care Specialist and Client Coordinator teams at the hospital (approximately 15-20 employees). + Act as the primary point of contact for all client relations and customer support staff. + Responsible for training and protocol development, team mentorship, hiring and performance management, providing administrative support to doctors and hospital staff, and shaping the client experience. + Provide ongoing support to the other hospital team leaders, the AGM and the GM. + Engage in change management discussions, the implementation of new services and processes, and the management of hospital ratings. + Field complaints from clients and follow up with strategies for improvement. + Act as a mentor and leader for new CCS and CCC team members. + Develop training and coaching methods to optimize the administrative team and shape the first impressions given to our clients. + Maintains extensive knowledge of all the operating systems within the hospital that provide support to the AGM/GM. + Continually take on new projects within the hospital and ensure their ongoing success; for example: CCS/CCC training manuals and cheat sheets, Triage and Emergency protocols for non–RVT/DVM staff, inactives maintenance, and supporting fundraiser challenges. **Responsibilities** + Create monthly schedule for CCS and CCC teams, maintain the schedule in event of shortage/illness – willingly pick up shifts to provide coverage + Review resumes, conduct interviews and hiring for CCS/CCC teams + Act as a liaison for various Client care resources/companies + Understand insurance process with all companies and aid with claim submission/pre-approvals/appeals etc. + Create/Maintain CCS/CCC training manual, how-to guides + Complete the Daily Deposit Tracking sheet and Woofware cash corrections. + Train all new employees and follow up on their progress/development + Develop new processes and protocols for client care teams + Send weekly correspondence to teams, updates, emails, tip of the week + Be available on call by phone and within team group chat + Manage complaints. Follow up with concerns. + Engage in Performance management with all team members (yearly & quarterly Coach & Connect) + Run meetings every other month with teams + Continually support the Client Experience and ensure these values are displayed in the team + Mediate conflict between team members and seek solutions to concerns that may arise that affect the schedule and team directly. + On the floor support for all duties performed by CCS/CCC team. Available to help with all tasks and duties – keeping tabs on what is completed and implementing strategies for efficient output by teams + Act as a VCA Brand ambassador + Manage all duties carried out by Client Care team members + Act as support to AGM/GM and all other Team Leaders **Skills and Abilities** + Displays compassion when providing care to all clients and patients + Excellent communication skills with team members and clients + Acts with courtesy, diplomacy and discretion at all times + Maintains a positive & co-operative relationship with team members + Maintains external and internal relationships with professionalism and integrity + Demonstrates initiative to carry out tasks independently, under minimal supervision + Demonstrates accountability and dependability + Ability to be flexible in attitude and work habits + Ability to perform job duties under limited supervision + Willingness and eagerness to learn new skills + Ability to remain calm during stressful situations + Demonstrates judgment and problem solving skills with a high level of attention to detail + Ability to manage time efficiently while taking on multiple tasks + Ability to work professionally with clients when performing procedures and treatments, and providing education + **Summary:** Excellent Interpersonal Skills: Effective communicator with extensive customer relations and service experience and preferred management experience. · Strong Leadership Abilities: Mentor and role-model for others, willing to embark on new challenges and diverse learning opportunities and push team to new heights. · Proven Team Player: Demonstrated through the formation of strong working relationships and trust, while working in positions which require the confidence of fellow staff members. · Time Management: Ability to prioritize, work quickly and precisely while handling the pressure of a time sensitive work environment. · Dependable: Punctual and trustworthy, promotes a positive and adaptable attitude to maintain an ongoing commitment to growth. · Efficient and Hardworking: Highly organized and meticulous, emphasizing independence, self-motivation, and a courteous and professional outlook. **Qualifications** + Experience within a veterinary customer service based setting is an asset + Work experience as both a Client Care Specialist and Client Care Coordinator is preferred + Computer skills: proficiency with Microsoft Office and Woofware Software _This job description is intended to describe the general nature and level of work being performed by people assigned to this position. This is not to be construed as an exhaustive list of all the responsibilities, qualifications and skills required to perform this function. All employees may be required to upgrade their skills and qualifications by attending training. Employees may also be called upon to perform duties outside of their normal responsibilities from time to time and as required to meet ongoing organizational needs._ **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 you can thrive in: **_We have the right fit for you!_** + A caring culture of **_Wellness and Appreciation_** ! + RRSP Employer 5 % Match Program – saving for your future just got easier! + Competitive wages and benefits! + Annual uniform allowance + Exceptional career development: there is room to grow here! + Employee Assistance Program + Referral Bonus Rewards + Opportunities to give back in your community through VCA initiatives + Generous personal pet care discounts + And 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.**