Veterinary Client Relations Supervisor

2 weeks ago

Knoxville, Tennessee, United States Animal Emergency & Specialty Center - Knoxville Full time
Position Overview

Animal Emergency and Specialty Center of Knoxville stands as Tennessee's leading provider of emergency and specialty veterinary care. Our mission is to offer compassionate and advanced medical services to pets, backed by a team of dedicated veterinary professionals.

We are in search of a proactive and skilled Client Relations Supervisor to oversee our front desk operations at Animal Emergency and Specialty Center of Knoxville. The Client Relations Supervisor is essential in ensuring top-tier customer service and smooth operations within a dynamic veterinary hospital environment.

Key Responsibilities

  • Team Leadership: Guide and mentor a team of Client Service Representatives (CSRs) to provide exceptional service to pet owners and referring veterinarians.
  • Operational Oversight: Manage daily front desk activities, including appointment scheduling, client check-in/check-out, and phone communications.
  • Client Engagement: Address escalated client issues, ensuring resolutions are handled with empathy and professionalism.
  • Training Initiatives: Facilitate training sessions for CSRs on customer service best practices, hospital policies, and effective client communication.
  • Administrative Management: Maintain precise records of client interactions, appointment schedules, and financial transactions, ensuring adherence to hospital protocols.
  • Collaborative Efforts: Work closely with veterinary staff and department managers to ensure seamless patient flow and effective client communication regarding patient care.

Essential Skills

  • Customer Service Expertise: Proven ability to deliver outstanding service to pet owners and referring veterinarians, addressing their needs with empathy.
  • Leadership and Management: Experience in supervising and guiding a team of Client Service Representatives, fostering a positive and collaborative work environment.
  • Veterinary Operations Knowledge: Familiarity with front desk processes, including appointment scheduling and client interactions.
  • Conflict Resolution Skills: Proficient in managing and resolving client concerns effectively, ensuring satisfaction and long-term relationships.
  • Communication Proficiency: Strong verbal and written communication skills to convey complex veterinary information clearly.
  • Administrative Skills: Competence in maintaining accurate records using veterinary practice management software.
  • Veterinary Knowledge: Understanding of basic veterinary terminology and procedures to facilitate effective communication.
  • Training and Development: Ability to conduct training for CSRs on service best practices and hospital procedures.
  • Problem-solving Skills: Capacity to make informed decisions under pressure and implement improvements to enhance service delivery.
  • Team Collaboration: Ability to work effectively with veterinary technicians and department managers to ensure optimal patient care.
  • Adaptability: Capability to thrive in a fast-paced environment while maintaining professionalism.
  • Regulatory Knowledge: Awareness of relevant veterinary regulations to ensure compliance in client interactions and record-keeping.

Benefits Offered

  • Competitive salary based on experience.
  • Health, dental, and vision insurance.
  • Retirement/401k plan options with employer matching.
  • Paid Time Off (PTO) including holiday pay.
  • Opportunities for professional growth and continuing education.
  • Supportive work environment in a state-of-the-art facility.

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