Lead Customer Service Representative

Do you view conflict as an opportunity for feedback, growth, and improvement? And find value in following up with others to make sure tasks are completed properly?

Are you recognized for your ability to take a difficult situation and turn it into a positive experience for your customers?

Do you recognize redundancies in systems easily and enjoy the trial-and-error process to make procedures more efficient?

Are you the type of person who finds joy in filing, working with numbers, using data to make decisions, and creating organizational systems?

If so, we may have a role for you….

Who We’re Looking For

You have charisma others follow, are optimistic, professional, and always there with a smile to lend a helping hand to co-workers and clients. You are the type of person who can accurately foresee how a change will impact other roles, procedures, and systems, and are able to confidently make decisions in-the-moment with life-or-death situations. You enjoy the trial-and-error process to make procedures more efficient.

You see yourself as the “reminder fairy” who knows things only get done because of your magical ability to remind everyone about all the small things that need to happen. You are comfortable going up to people and telling them what needs to be done in a friendly, but firm way. You know the individual preferences of those running the company, and are able to adapt in the moment to accommodate their needs. 

It’s easy for you to communicate the value and benefits of what we do to others. You navigate conflicts with poise and professionalism.  You have strong writing skills; able to draft memos, policies, SOPs, emails and other forms of written communication. You’re good with coming up with helpful phrases for the team to communicate. You enjoy overseeing the progress of multiple  assignments on a day-to-day basis and completing routine tasks and reports. 

You never stop learning and try to improve yourself and expect the same of those around you. You have experience mentoring colleagues to meet company standards and thrive on setting challenging, audacious goals for yourself.  When you face a problem, you are the type of person who immediately focuses on solutions and takes action. 

You will have at least 3 years of customer experience in a fast-paced, high-volume environment (healthcare experience a plus) and 2 years of supervisory experience. You are also proficient with Mac hardware, GSuite, and Microsoft Office. 

The Job

We offer a full-time position of 36 - 40 hours a week, with Saturdays as part of this full-time schedule. The Lead CSR role is to coordinate tasks and projects with the Office Manager and scheduling with the shift supervisor. You will review the daily dashboard for key items of concern the staff should be aware of and adjust the schedule as needed. 

In addition to regular reporting and auditing of back-end customer service systems, you will monitor the  day-to-day performance of receptionists. You will train, mentor and coach the reception team to ensure consistency in knowledge and skill levels. You oversee the reception department’s promotion of wellness plans and will develop protocols and SOPs for consistency, efficiency, and an overall smooth client experience from check-in to bill-out. 

You will run weekly payment system reports and track data through excel sheets; presenting weekly updates to the office manager. Other tasks will include filing of confidential business information, auditing, and handling financial information securely. 

Who We Are 

Do you know the term for a group of owls? (Bonus points if you do - but it’s ok if you don’t, we’re all about sharing and teaching). A Parliament! And that’s what we call ourselves: “The Wise Owl Parliament” - because we help each other soar and have a HOOT doing it. 

We are a fast growing animal hospital devoted to creating better lives for the animals of Guam and the people who love them - today, tomorrow, and always. We started back in 2005 with a small compassionate team pursuing education and careers in animal care. After almost 16 years, these guys and gals are now managing the business and thanks to them, we’re in a great position to continue growing our team. 

Because veterinary medicine is always evolving, so are we. We’ve made a commitment to our local community to be here. Throughout COVID, we’ve regularly held drive-thru vaccine clinics to help keep the island's animals vaccinated, and we are the only Guam hospital offering wellness plans to help pet parents with the cost of preventative care. Social responsibility and being a vital part of our home Islan Guahan is important to us. We are ecologically minded in our practices to support Mother Earth (we recycle, use biodegradable items, are paperless and just went solar!). We provide an angel fund to support animals without homes and island-wide improvements in animal care, and we sponsor and participate in many community events for the betterment of the island every year. 

Our success comes from a team that supports each other. We pair new “owlings” with experienced trainers who will teach, guide, and mentor you to build your knowledge and skills. We hold regular meetings to openly discuss what we can do better tomorrow from what we learned today. We share in each other’s successes, celebrate key events in one another’s lives, and have regular staff outings.  We invest in our staff because we don’t want this to be a “job”, we want you to build a career with us. Our team has attended international veterinary conferences around the world, earned nationally recognized certifications, and have helped to build areas of the hospital based on their personal interests - some have even gone on to vet school! 

Throughout the years, this is what has made us Guam’s “Other” family doctor - caring for your pet, your family, and our island. We hope you’ll join us! 

What We Offer 

• Competitive pay
• Increasing PTO each year PLUS additional accrued PTO with rollover
• One week of sick leave (separate from / in addition to PTO)
• Group Medical, Dental & Vision plan including discount gym membership
• Cafeteria Plan for supplemental insurance offered through Aflac
• 401k with 3% company match
• Animal Basic Life Support (BLS) Certification
• Employee rates on products and services
• Commitment to train you in the position and continuous development to growth through company sponsored training program(s). 
• 15 paid hours for continuing education every 2-years. Ability to earn additional nationally recognized certifications.
• Free coffee runneth merrily in the office 
• Full kitchen in employee lounge - we do like to have a meal together
• Paperless practice using the latest cloud-based systems and technology 
• A dynamic, energetic team that learns and grows with one another

If you have read this far and are thinking this is the job for you, then please click the apply button. be sure to include your cover letter and resume explaining why you should be our first administrative assistant.

We look forward to hearing from you.

Unfortunately due to the incredible demand for this role we anticipate, we will automatically eliminate anyone from the process who does not respond with both a RESUME AND COVER LETTER.