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Client Service Representative Manager
4 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
Requirements:· 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