Team Lead, Client Care Specialist – Vancouver Animal Emergency and Referral Centre in Vancouver, British Columbia

Team Lead, Client Care Specialist

Location: Vancouver, BC

Reports To: General Manager, Assistant General Manager

The role of CCS Team Lead will support, lead and direct both our client care and referral liaison teams in a professional and engaging manner while recognizing the responsibilities involved in responding to client and co-worker questions. The ideal candidate will act as the primary point of contact for all client relations and customer support staff. The CCS Team Lead will also work closely with the hospital’s leadership team to promote a positive hospital image while continuously evolving our team culture to become the veterinary employer of choice in our Vancouver market.

Key Responsibilities:

• Staff Orientation & Training: Ensure all new staff undergo comprehensive orientation and training before assuming regular duties, providing continuous support, coaching, and mentoring.

• Team Engagement & Support: Cultivate a motivating and open communication culture, regularly engaging with team members during shifts to offer support and resolve issues.

• Administrative Duties & Reporting: Allocate time for administrative tasks, consistently meeting deadlines. Submit weekly progress reports or briefings to leadership regarding team needs and performance.

• Conflict Resolution: Identify, address, and document conflicts within the team in a timely and professional manner, submitting incident reports when necessary.

• Scheduling & Shift Management: Develop fair, strategic schedules ensuring adequate coverage, including vacation coordination and shift rotations for all team members.

• Recruitment & Onboarding: Assist with the recruitment and onboarding of new staff, ensuring team growth and capability.

• Leadership Collaboration & Confidentiality: Attend biweekly leadership meetings, contributing feedback, maintaining confidentiality, and advocating for the team’s concerns.

• Performance Management & Development: Provide in-the-moment coaching, conduct annual PAWS reviews, and hold quarterly “coach and connect” sessions to monitor and support team performance.

• Continuing Education & Training: Plan and conduct regular training and development events, ensuring training materials remain current and effective.

• Payroll & Financial Oversight: Manage payroll for direct reports, address cash handling discrepancies, and oversee bank runs and compliance with deposit tracking protocols.

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, and 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 or Specialty Liaison is preferred

• Computer skills: proficiency with Microsoft Office Sui and Woofware Veterinary Software

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.