Client Service Supervisor

We are seeking an experienced Client Service Professional to join our leadership team as Client Service Supervisor! We are looking for personable yet highly professional "service extraordinaire" to join our growing 5 doctor practice. Under direction from the Hospital Manager, the Client Service Supervisor performs a wide range of difficult-to-complex administrative activities related to quality patient care and excellent client service, management of finances and accounting, marketing and promotion of services, staffing and human resources, and discretionary activities that serve to support effective business operations.

Applicant must be a reliable self-starter, motivated by a challenging, fast-paced environment. Strong candidates will have supervisory 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.

Job Responsibilities:

• 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 the hospital manager.

• 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, work flow processes, and client service needs to the hospital manager.

• Coach employees and direct reports.

• Assist in the development and delivery of employee evaluations for the front desk with hospital manager.

• 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. 

• & others that may not be specified

Skills & Qualifications:

• Previous veterinary experience required

• Previous supervisory or management experience required.

• The schedule for this position will be based on the needs of the business. Supervisor will have a flexible schedule to ensure coverage which include days, weekends and holidays.

• 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 supervisory skills.

• Self-starter and team player.

• Strong client service background.

• Ability to lift up to 40 pounds.

VCA University Animal Hospital is a General Practice and Boarding facility. This position will be Full-Time, 4-5 days per week. We are open Monday through Friday 7:00am to 7:00pm, Saturdays and Sundays 8:00am to 4:00pm. The hospital is closed on all major holidays, and our boarding facility is open all year.

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