Client Service Representative Supervisor

Client Service Supervisor

VCA Blackstone Valley Animal Hospital is growing, and we are searching for an experienced Client Service Supervisor to join our team!

Do you have a passion for veterinary medicine? Is work-life balance and a flexible schedule important to you? We are located in beautiful Uxbridge Massachusetts and our growing hospital includes 2 full-time and 2 part-time General Practice Veterinarians.

At VCA Animal Hospitals, we take our mission statement – your pet's health is our top priority and excellent service is our goal – very seriously. With every opportunity, we aim to exceed each pet owner's expectations.

We're looking for a personable yet highly professional "service extraordinaire" to join us in delivering our mission to our clients and their pets.

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 discretionary activities that serve to support effective hospital operations.

Compensation: Based on skill set and experience

Schedule: Flexible with weekend availability. We are open Monday Thru Saturday.

Skills and Qualifications

• 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.
• 2 years of supervisory experience required.
• 2 years of experience in the veterinary field 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, overnights, weekends and holidays.

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.
• Assist Office Manager with day to day operations.
• 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.
• Make decisions on behalf of the department utilizing good judgment, 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 Manager.
• 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.

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.

We offer competitive compensation and great benefits for eligible employees, including medical/dental, generous personal pet care discounts and more!