Job Title: Client Services Representative Lead

Location: WAVES, Victoria, British Columbia

Position Type: Full time

Overview
The Client Services Lead plays a key role in supporting the client services team and ensuring an exceptional client experience at WAVES. This role provides day-to-day leadership, oversees front-of-house operations, supports onboarding and training, and acts as a resource and mentor to the team. The Lead is also responsible for creating and maintaining the client services schedule and managing time-off requests to ensure adequate coverage.

Key Responsibilities

Front-of-House Support and Mentorship:

- Provide in the moment mentorship, guidance, and a positive learning environment to the CSR team

- Lead by example in culture, work ethic, and quality of service

- Train new CSRs to ensure confidence and consistency in their roles

- Reinforce consistent adherence to established workflows including but not limited to admissions and discharges, accurate data input, fee collection and third-party payment processing

- Monitor front-of-house workflow to optimize efficiency, task delegation and prioritization

Client Experience & Relations:

- Support a welcoming and positive experience for clients throughout their pet’s hospital visit.

- Ensure front-of-house areas (parking lot, lobby, exam rooms, restrooms, coffee station) are clean, organized, and client-ready.

- Maintain accurate, accessible and relevant informational materials

- Act as a primary point of contact for client escalations addressing concerns with compassion and professionalism.





- Regularly review client feedback to enhance service delivery.

Team Collaboration:

- Collaborate with the leadership team on reviewing hospital-wide operations, workflow and updating SOPs

- Communicate and implement policy changes and updates to the CSR Team and set expectations for compliance.

- Participation in employee / leader working groups

Schedule and On Call Support:

- Create and maintain the Client Service team schedule in its entirety

- The Client Service Lead would have a flexible schedule including real time, on the floor support coupled with scheduled administrative hours. Some weekend and overnight shifts will be required.

- Serve as the Manager on Duty (MOD) during specified shifts addressing any urgent staffing issues and communicating workflow plans to the current working staff.

- Available to pick up critical shifts in the case of a call out.

Qualifications:

- 2+ years of client-focused experience in a high-volume setting (veterinary emergency/referral care is ideal).

- Demonstrated leadership skills and commitment to improving hospital-wide operations and a positive workplace experience

- Exceptional communication and interpersonal skills.

- Willingness to work a flexible schedule and participate in an on-call rotation

- Basic knowledge of veterinary/medical terminology is ideal

Pay: From $25.00 per hour

Expected hours: 40.0 per week

Benefits:

- Dental care
- Employee assistance program
- Extended health care
- On-site parking
- Paid time off
- RRSP match
- Vision care

Work Location: In person

📌 Client Services Team Leader (Langford)
🏢 WAVES Emergency Specialty Veterinary Hospital
📍 Langford