Client Service Representative Supervisor

Tufts Veterinary Emergency Service; Walpole (MA); On-site; USD 39,950 - 46,838; Full time

Job summary

Tufts Veterinary Emergency Service in Walpole, MA is seeking a full-time leader for their Customer Service Representative team. This role emphasizes professionalism, team development, and exceptional client care.

Ideal candidates should possess a high school diploma, significant leadership experience in the veterinary field, and a strong commitment to customer service. Responsibilities include staff motivation, client care management, and departmental oversight.

Join us in creating a supportive environment that prioritizes excellence in patient care.

Qualifications

• Minimum of 3 years leadership or supervisory experience.
• Minimum of 3 years working in the veterinary field.
• Minimum of 5 years customer service experience.

Responsibilities

• Perform all duties and tasks required of a CSR.
• Motivate, inspire, and empower staff.
• Ensure optimal client care by providing clear expectations and direction.
• Monitor and give frequent feedback to staff.
• Participate in recruitment and retention, including interviewing applicants.

Skills

Leadership skills

Interpersonal skills

Customer service

Multi-tasking ability

Communication skills

Education

High school diploma or equivalent

Job description

Job Details

Location: Walpole, MA 02081
Position Type: Full Time

Salary Range: $29.00 - $34.00 Hourly

Tufts VETS is seeking a strong, service-driven leader who sets the standard for professionalism, inspires and uplifts their team, and confidentially navigates difficult conversations with tact and respect. This individual leads with accountability, emotional intelligence, and a commitment to both team development and exceptional client care.

Job Duties

• Perform all duties and tasks required of a CSR.
• Motivate, inspire, and empower staff.
• Ensure optimal client care by providing clear expectations and direction for team members. Provide team members with coaching and training that are in line with hospital expectations.
• Monitor and give frequent feedback to staff to ensure they deliver hospitality and excellence in client service.
• Complete written annual evaluations and quarterly check-ins in accordance with hospital policies for all direct reports.
• Participate in recruitment and retention, including interviewing applicants for positions within the CSR department and managing onboarding/training for all new CSR team members.
• Oversee payroll for the CSR department including time clock review, pay adjustments, and PTO. Work required shift schedule including weekends and holiday coverage.
• Participate in callout and open shift coverage.
• Assist with form disciplinary actions when necessary/appropriate.
• Hold regular department meetings.

Qualifications

Education Requirements

• High school diploma or equivalent

Experience Requirements

• Minimum of 3 year leadership or supervisory experience
• Minimum of 3 year working in the veterinary field
• Minimum of 5 years customer service experience

Personal Requirements

• Minimum of 18 years old
• Enjoys working with people and clients.
• Must have the ability to support and foster an environment of diversity, inclusion, collaboration, and empathy.
• Must have good interpersonal relationship and communication skills.
• Ability to multi-task in a fast-paced working environment.
• Can stay calm and efficient under pressure.
• Is detail oriented and reliable.
• Has a high commitment to providing exceptional patient/client care.
• Has excellent communication skills.
• Must be professional, approachable, and maintain a positive outlook.

Physical Effort & Working Conditions

• Physical Effort: Work requires lifting up to 20lbs, mopping of floors, vacuuming, general cleaning of the front desk area, lobby, exam rooms, and reception bathroom.
• Working Conditions: May be exposed to unpleasant odors, noises and animal feces.