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Client Service Manager
2 months ago
VCA Animal Hospitals is seeking a highly qualified Client Service Supervisor to join our team.
The Client Service Supervisor will oversee and complete a variety of tasks each day, and every day could be different. We are seeking someone who enjoys talking with people and educating their team, as well as the public. Must have a positive, outgoing personality with the ability to direct a team of individuals.
Key Responsibilities- Responsible for the day-to-day client service areas of the front office and internally with departmental relations.
- Direct on-the-job training to develop employee skill sets, advise employees of performance requirements with the standards of client services for the organization.
- Resolve informal client complaints, maintain and report on these issues to the hospital management.
- 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 the hospital manager.
- Make decisions on behalf of the department utilizing good judgement 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 with hospital management.
- 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 supervisors.
- Create weekly schedules for all direct reports.
- Maintain direct reports timecards.
- Interview and onboard new hires.
- Be an active participant in all leadership activities, including department and hospital meetings.
- All CSR job requirements, including filling open shifts.
- Previous veterinary experience strongly preferred.
- Previous supervisory or management experience required.
- Ability to prioritize and multitask.
- Excellent phone etiquette and customer service skills.
- Medical vocabulary knowledge preferred.
- Strong analytical skills.
- Strong computer skills.
- Ability to stand and/or walk for long periods of time.
- Flexible schedule some weekends and holidays are required.
We offer a competitive benefits package, including 401(k) match, PTO/holiday/sick pay, paid parental leave, extensive health benefits including mental health support, flexible scheduling, pet discounts, and a wide range of discounts on outside goods and services (travel, food, clothing, entertainment, etc.).
Our hospital also offers unique opportunities and events. We work closely with wildlife rehabbers, so we often have wildlife in our facility. We encourage and support continued growth and development, and growth opportunities are always available. We offer in-house CE events for free, and we host several fun activities and events throughout the year for our team to enjoy.
