Overview
We are seeking a dynamic and proactive Client Service Manager to lead our client engagement initiatives and ensure exceptional service delivery. In this pivotal role, you will oversee client relationships, coordinate project management activities, and foster a customer-centric environment. Your leadership will drive satisfaction, loyalty, and growth by managing diverse teams and implementing strategic solutions. This is an exciting opportunity for a motivated professional passionate about delivering outstanding service and building lasting partnerships.
Duties
- Client Resolution for all Minor Complaints
- Manage Day-to-day operations of client service representatives.
- Supervise client service leads, and support staff to support the 6* service expectation, and fulfill Pet Promises.
- Maximize utilization of downtime-entire team focused on cleaning duties, additional training, or assignments.
- First point of contact for employee and client concerns
- Identify areas of opportunity within staff,leads, and workflow to optimize efficiency and create a well operated department.
- Assist Admin in interview processes, and help identify gaps in scheduling to optimize efficiency.
- Work in conjunction with hospital leadership to support hospital growth and goals of customer service.
- Mastermind creative ways to deliver an exceptional client experience, such as consistent delivery of new client folders and providing refreshments to all waiting.
- Develop and oversee the implementation of client service protocols
- Participate & Coordinate lead brainstorming and training sessions to coach, mentor, and guide them in their leadership journey.
- Address patient care issues & interpersonal conflicts, optimizinmg cohesiveness across the team.
- Ensure the team has supplies/tools needed to perform and execute all duties within Pulse, Callbacks, PetDesk, etc.
- Collaborate with shift leads to identify areas for process improvement
- Continue to help with Online Pharmacy approvals, directing Torigen arrivals, Nextmune Arrivals, and Valley Vet Cardiology Scheduling.
- Drive development plans and performance improvements during 90 day evaluations and annual reviews with Marie and Sierra.
- Petdesk, less than 5 star reviews. Follow up with Owners
- 4 Phone audits a month
- Hold monthly CSR Strategy Meetings
Requirements
- Work in a Veterinary Clinic for a minimum of 2 years
- Lead experience preferred
- Demonstrated leadership capabilities with a track record of motivating teams and managing performance.
- Excellent communication skills—both verbal and written—to articulate ideas clearly and foster positive interactions.
- Experience in supervising teams handling customer inquiries, complaints, or technical support is preferred.
Join us to lead our client service initiatives with energy, expertise, and a passion for excellence! This role offers an engaging environment where your leadership can make a meaningful impact on our clients’ success while advancing your career in a vibrant organization committed to growth and innovation.
Pay: $23.00 - $25.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible schedule
- Health savings account
- Paid time off
- Retirement plan
- Tuition reimbursement
Work Location: In person
