Client Service Supervisor

VCA Animal Hospitals, Inc; Norwalk (CT); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical coverage

Pet care discounts

Paid time off

Job summary

VCA Veterinary Referral & Emergency Center is seeking an experienced Client Service Supervisor to lead our front-office operations and client service efforts. The role requires supervisory background, strong communication, and a customer-first mindset in a fast-paced veterinary setting.

The supervisor will train staff, resolve client concerns, manage scheduling to cover days, evenings, weekends, and holidays, and collaborate with the Office Manager to ensure high-quality service and efficient

Qualifications

• Experience in client service operations and front-office management.
• Strong organizational and interpersonal skills.
• Excellent written and oral communication abilities.
• Supervisory experience required; ability to coach and discipline as needed.
• Must be able to lift up to 40 pounds.
• 2 years supervisory experience required; veterinary field experience preferred.

Responsibilities

• Manage day-to-day client service areas of the front office and related departments.
• Provide on-the-job training, coaching, and performance feedback.
• Assist Office Manager with daily operations.
• Resolve informal client complaints and report issues to hospital manager.
• Ensure efficient front-office operations and enforce policies and protocols.
• Identify process improvements and communicate needs to hospital manager.
• Make departmental decisions with sound judgment in clients' and hospital's best interest.
• Coach staff and contribute to employee evaluations.
• Develop and maintain reporting tools for business management.
• Communicate financial information to clients and doctors; liaison between front desk and other departments.

Skills

Client service operations

Organizational skills

Interpersonal skills

Computer skills

Supervisory experience

Self-starter

Excellent communication

Ability to lift 40 lbs

Team player

Veterinary field experience (preferred

Tools

MS Office

Job description

VCA Veterinary Referral & Emergency Center is seeking a highly experienced Client Service Professional to join our leadership team as Client Service Supervisor.

Under direction from the Office 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.

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 preferred.
• 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, evenings, 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.
• Ha ndle 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!

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 - Veterans / Disabled. For a complete EEO statement please see our career page at vcacareers.com