Client Service Supervisor

Pet Services of Washington, P.S.; Denver (CO); On-site; USD 30,000 - 36,000; Full time

Job summary

Pet Services of Washington, P.S. is seeking an experienced Client Service Supervisor I to support weekend operations in our animal hospital setting. The role reports to the Client Service Manager and oversees front desk staffing, client relations, and service quality.

You will train staff, handle performance coaching, and participate in marketing efforts. Ability to lift up to 40 pounds and previous veterinary customer service experience preferred.

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.
• Knowledge of sales and marketing techniques.
• Ability to plan, organize and effectively present ideas and concepts.
• Strong supervisory skills.
• Strong Human Resource skills.
• Self-starter and team player.
• Strong client service background.
• Ability to lift up to 40 pounds.
• 2 years of supervisory experience preferred.
• 2 years of experience in the veterinary field preferred.

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 Client Service Manager with day to day operations.
• Understand, participate in, and support planned marketing events and programs.
• Ensure that the front desk utilizes VCA marketing tools and materials.
• Resolve informal client complaints, maintain and report on these issues to the Client Service 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 Client Service 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 Client Service 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.

Skills

Client service operations

Organizational skills

Interpersonal skills

Computer skills

Oral and written communication

Sales and marketing techniques

Planning and presentation

Supervisory skills

Human Resources skills

Self-starter and team player

Client service background

Lift up to 40 pounds

Supervisory experience

Veterinary field experience

Tools

VCA marketing tools

Job description

Client Service Supervisor I

We are seeking a highly experienced Client Service Professional to join our leadership team as weekend Client Service Supervisor. Under direction from the Client Service Manager, the Client Service Supervisor performs a wide range of complex administrative activities related to hospitals providing quality patient care and excellent client service, marketing and promotion of services, staffing of the front desk, 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.

Knowledge, Skills and Abilities

• 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.
• Knowledge of sales and marketing techniques.
• Ability to plan, organize and effectively present ideas and concepts.
• Strong supervisory skills.
• Strong Human Resource skills.
• Self-starter and team player.
• Strong client service background.
• Ability to lift up to 40 pounds.
• 2 years of supervisory experience preferred.
• 2 years of experience in the veterinary field preferred.
• The schedule for this position will be based on the needs of the business. Supervisor will work within a four day work week and be flexible to ensure coverage which may extend to 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 Client Service Manager with day to day operations.
• Understand, participate in, and support planned marketing events and programs.
• Ensure that the front desk utilizes VCA marketing tools and materials.
• Resolve informal client complaints, maintain and report on these issues to the Client Service 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 Client Service 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 Client Service 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.

We offer competitive compensation and great benefits for eligible employees, including medical/dental, generous personal pet care discounts and more! This position pays $22-26 per hour based on level of experience.

Benefits

We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!

The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development).

We are proud to be an Equal Opportunity Employer. For a complete EEO statement please see our career page at vcacareers.com.