Client Service Manager

2 months ago

Knoxville, United States Animal Emergency & Specialty Center - Knoxville Full time
Job DescriptionJob DescriptionDescriptionAnimal Emergency and Specialty Center of Knoxville is Tennessee’s premier provider of emergency and specialty veterinary services. We are committed to delivering compassionate and advanced care to pets, supported by a dedicated team of veterinary professionals.

We are seeking a dynamic and experienced Client Service Manager to lead our front desk team at Animal Emergency and Specialty Center of Knoxville. The Client Service Manager plays a critical role in ensuring exceptional customer service and efficient operations in a fast-paced veterinary hospital setting.

Join our team if  you are passionate about veterinary care, possess exceptional leadership skills, and thrive in a fast-paced environment dedicated to providing exemplary customer service, we encourage you to apply for the Client Service Manager position at Animal Emergency and Specialty Center of Knoxville. Make a meaningful impact on the lives of pets and their owners while advancing your career in veterinary administration
Key ResponsibilitiesTeam Leadership: 
  • Supervise and mentor a team of Client Service Representatives (CSRs) to deliver outstanding customer service to pet owners and referring veterinarians. 
Workflow Management: 
  • Oversee daily operations at the front desk, including appointment scheduling, client check-in and check-out, and phone communications.
Client Relations: 
  • Handle escalated client concerns and ensure resolutions are achieved with empathy and professionalism. 
Training and Development: 
  • Conduct training sessions for CSRs on customer service techniques, hospital policies, and client communication protocols.
 Administrative Duties: 
  • Maintain accurate records of client interactions, appointment schedules, and financial transactions. Ensure compliance with hospital procedures and protocols, including monitoring Accounts Receivables. 
Collaboration: 
  • Work closely with veterinary staff and department managers to facilitate smooth patient flow and coordinate client communications related to patient care.

What skills should I possess to be successful in this role?
Customer Service Excellence: 
  • Strong ability to provide outstanding customer service to pet owners and referring veterinarians, ensuring their needs are met with empathy and professionalism.
Leadership and Team Management: 
  • Experience in supervising and mentoring a team of Client Service Representatives (CSRs), fostering a positive work environment, and encouraging teamwork.
Veterinary Hospital Operations: 
  • Understanding of front desk operations including appointment scheduling, client check-in/check-out processes, and handling of phone inquiries.
Client Relations and Conflict Resolution: 
  • Skill in managing and resolving client concerns or conflicts effectively, maintaining client satisfaction and fostering long-term relationships.
Communication Skills: 
  • Excellent verbal and written communication skills to convey complex veterinary information clearly to clients, and to coordinate effectively with veterinary staff.
Administrative Proficiency: 
  • Ability to maintain accurate records of client interactions, appointments, and financial transactions using veterinary practice management software (e.g., Cornerstone, Avimark).
Knowledge of Veterinary Medicine: 
  • Familiarity with basic veterinary medical terminology, procedures, and protocols to facilitate accurate communication between clients and veterinary staff.
Training and Development: 
  • Capability to conduct training sessions for CSRs on customer service best practices, hospital policies, and procedures to ensure consistency and compliance.
Problem-solving and Decision-making: 
  • Aptitude for making informed decisions under pressure, resolving operational issues, and implementing improvements to enhance client service delivery.
Team Collaboration:  
  • Ability to collaborate effectively with veterinary technicians, assistants, and department managers to ensure seamless patient care and efficient workflow throughout the hospital.
Adaptability and Stress Management: 
  • Capacity to thrive in a fast-paced and sometimes emotionally charged environment, maintaining composure and professionalism at all times.
Regulatory Compliance: 
  • Knowledge of relevant veterinary regulations and compliance requirements to ensure adherence in client interactions, record-keeping, and billing practices.

Benefits
  • Competitive salary commensurate with experience. 
  • Health, dental, and vision insurance
  • Retirement/401k plan options, including employer match. 
  • Paid Time Off (PTO) including Holiday Pay for major Holidays 
  • Opportunities for professional development and continuing education. 
  • Room to grow within a dynamic organization - endless career opportunities for those willing to strive for work excellence 
  • Staff discounts for associate pets 
  • Supportive and collaborative work environment in a state-of-the-art veterinary facility

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