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Client Service Manager
2 months ago
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.
- Oversee daily operations at the front desk, including appointment scheduling, client check-in and check-out, and phone communications.
- Handle escalated client concerns and ensure resolutions are achieved with empathy and professionalism.
- Conduct training sessions for CSRs on customer service techniques, hospital policies, and client communication protocols.
- Maintain accurate records of client interactions, appointment schedules, and financial transactions. Ensure compliance with hospital procedures and protocols, including monitoring Accounts Receivables.
- 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.
- Experience in supervising and mentoring a team of Client Service Representatives (CSRs), fostering a positive work environment, and encouraging teamwork.
- Understanding of front desk operations including appointment scheduling, client check-in/check-out processes, and handling of phone inquiries.
- Skill in managing and resolving client concerns or conflicts effectively, maintaining client satisfaction and fostering long-term relationships.
- Excellent verbal and written communication skills to convey complex veterinary information clearly to clients, and to coordinate effectively with veterinary staff.
- Ability to maintain accurate records of client interactions, appointments, and financial transactions using veterinary practice management software (e.g., Cornerstone, Avimark).
- Familiarity with basic veterinary medical terminology, procedures, and protocols to facilitate accurate communication between clients and veterinary staff.
- Capability to conduct training sessions for CSRs on customer service best practices, hospital policies, and procedures to ensure consistency and compliance.
- Aptitude for making informed decisions under pressure, resolving operational issues, and implementing improvements to enhance client service delivery.
- Ability to collaborate effectively with veterinary technicians, assistants, and department managers to ensure seamless patient care and efficient workflow throughout the hospital.
- Capacity to thrive in a fast-paced and sometimes emotionally charged environment, maintaining composure and professionalism at all times.
- 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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