Client Experience Manager

3 weeks ago

Charlotte, United States CARE | Charlotte Animal Referral & Emergency Full time

COMPANY DESCRIPTION


Charlotte Animal Referral and Emergency (CARE) is a state-of-the-art veterinary facility located in Charlotte, NC that offers 24/7 emergency care and board-certified specialty care in cardiology, internal medicine, neurology, ophthalmology, oncology, surgery, and more. We aim to provide outstanding specialty and emergency medicine as well as advanced diagnostic services to our animal patients, with compassion and expertise. Our goal is to collaborate with our clients to provide the best quality of life for their pet. 


PRIMARY RESPONSIBILITIES 


  • Lead a team of 25-30 client service representatives (CSR’s) to provide exceptional customer support to CARE clients to include referring DVM’s.
  • Work alongside the CSR Coordinator and collaborate with CSR Shift Leads to meet and exceed common client service experience goals.
  • Ensure direct reports are meeting determined KPI’s.
  • Proactively identify performance concerns and training gaps.
  • Listen to CSR calls for quality assurance and improvement.
  • Listen to calls coming into the hospital from RDVM’s and provide constructive feedback to doctors and other receiving parties.
  • Train in the CSR role to understand the workflow and associated challenges to become an effective leader.
  • Provide consistent coaching and refresher training to CSRs.
  • Provide firsthand leadership and strong oversight across departments to ensure a consistent, seamless, and positive patient experience.
  • Manage the public image of CARE by monitoring client reviews, surveys, and provide recommendations for improved processes to ensure a high quality of customer service and care.
  • Monitor the front desk client experience and the call center client experience to ensure a cohesive and consistent level of customer service.
  • Create trainings and administer presentations on enhancing the client experience to all staff members as needed.


REQUIREMENTS


  • Proven effective leadership and management skills
  • Excellent verbal and written communication skills with an emphasis on the ability to provide constructive feedback.
  • Exceptional interpersonal and client facing skills.
  • Highly professional in addressing concerns and issues with CSR’s and clients.
  • Effective time management, planning, and organizational skills.
  • A strategic mindset and ability to find solutions and options for positive client outcomes.
  • Strong analytical skills to identify trends and opportunities for improved client experience.


EDUCATION AND EXPERIENCE


  • Minimum of 3 years managing a team of CSR’s
  • Veterinary experience highly preferred but not required
  • Bachelor’s degree or equivalent preferred


PHYSICAL REQUIREMENTS


  • Prolonged periods of sitting at a desk and working on a computer.
  • Must be able to lift upwards to 15 pounds at times.


COMPANY BENEFITS


  • CARE offers a healthcare plan that includes: Medical, dental, vision, vol. life, short term disability, and an HRA
  • We have a 401k for employees with a maximum 4% match
  • PTO and Sick-time
  • Annual Continuing Education allowance


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