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Client Service Representative Manager
3 months ago
We are seeking a Veterinary CSR (Client Services Representative) Manager to join our passionate and family oriented veterinary team. Experience in management of a team, scheduling and customer service is a must. The CSR Manager will be responsible for a 24/7 staffed CSR team of 10-15 people, scheduling 20+ doctors for a hybrid specialty and emergency veterinary hospital, assisting with accounts receivable and ensuring an excellent front desk experience for our clients and patients.
Hickory is a family owned, third generation AAHA accredited specialty hospital staffed 24/7 with emergency doctors and support staff. We also have a full-time neurologist, surgeon, oncologist, behaviorist, rehabilitation, multiple general practice doctors and part time specialists including radiology, cardiology, critical care and ophthalmology.
Management Tasks:
Maintain a professional, friendly demeanor while on the job.
Perform job tasks efficiently, promptly, and efficiently when asked while promoting a positive attitude amongst the staff
Display tact and diplomacy with staff members and clients even when busy or hectic
Assist in posting monthly CSR schedules and finding coverage during callouts.
Attending weekly management meetings, holding monthly CSR meetings for the CSR team
Assisting in accounts receivable
Manager will have a flexible schedule to ensure coverage which include days, overnights, weekends, and holidays.
Responsible for the day-to-day client service areas of the front office and internally with departmental relations
This includes interviewing, training, coaching, developing, mentoring and disciplinary action as appropriate.
Direct on-the-job training to develop employee skill sets, advise employees of performance requirements with the standards of client service for the organization.
Resolve informal client complaints, maintain and report on these issues to Owners
Responsible for the efficient day-to-day running of the front office to include enforcement of policies, procedures and protocols.
Identify and provide recommendations for potential problems, non-routine situations, workflow processes, and client service needs to Hospital Owners.
Make decisions on behalf of the department utilizing good judgment, which demonstrates the best interest of the hospital and the clients
Coach employees and direct reports
Assist in the development and delivery of employee evaluations for the front desk
Assist in the development, implementation and maintenance of reporting tools and queries needed to manage the business.
Handle communication of financial information to clients and doctors
Act as a liaison between front office and other department managers.
Benefits:
• Excellent health and dental benefit to our full-time employees: our health benefit includes a large contribution from the company and an extensive care network
• Paid time off: equivalent 3 weeks PTO accrual for vacation or sick leave
• Discounted pet services and products
• 401K benefits and company match available
• Uniform stipend
• Continuing education stipend and additional PTO
Excellent knowledge of client service and communication center operations
Strong organizational skills
Strong client relations and interpersonal skills
Intermediate to expert computer skills
Excellent oral and written communication skills
Strong management skills
Self-starter and team player
Strong client service background
Strong candidates will have management experience, a positive attitude, a friendly demeanor towards both animals and people, will be detail oriented, have the ability to multi-task and can demonstrate the importance and understanding of high-quality customer service.
Competently speak and write the English language, Spanish a plus
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