CSR Supervisor

Manhattan Veterinary Group, P.C.; United States; On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Paid vacation/sick days

401(k)

Pet discounts

Job summary

VCA Animal Hospitals is seeking a Front Office Supervisor to oversee day-to-day client service operations and staff development at our veterinary facility. You will train, coach, and evaluate front desk personnel while ensuring smooth interactions with doctors and clients.

The role involves enforcing front office policies, addressing client concerns, and collaborating with the hospital manager to optimize workflows and reporting tools. Flexible hours may be required.

Qualifications

• 2 years of supervisory experience in customer service and/or veterinary field.
• 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.
• Must be able to work flexible hours and days.
• Ability to lift up to 40 pounds.

Responsibilities

• Oversee day-to-day front office client service areas and internal relations.
• Direct on-the-job training to develop employee skill sets.
• Advise employees on performance requirements and client service standards.
• Assist Hospital Manager with daily operations.
• Resolve informal client complaints and report to the hospital manager.
• Ensure efficient front office operations and enforce policies/protocols.
• Identify problems and recommend workflow/process improvements.
• Make department decisions using sound judgment for the hospital and clients.
• Coach employees and direct reports.
• Assist in developing and delivering front desk evaluations with the hospital manager.
• Develop and maintain reporting tools and queries to manage the business.
• Communicate financial information to clients and doctors.
• Act as liaison between front office and other department supervisors.

Skills

Client service

Supervisory skills

Organizational skills

Interpersonal skills

Oral & written communication

Team player

Self-starter

Veterinary field experience

Physical ability

Tools

Computer skills

Job description

ESSENTIAL FUNCTIONS:

• 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 Hospital 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

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 in customer service and/or veterinary field
• Must be able to work flexible hours and days

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.

A leader in veterinary care, VCA Animal Hospitals is committed to taking care of the future of veterinary medicine. We are a family of hometown animal hospitals determined to positively impact pets, people and our communities. From primary care to emergency, urgent and specialty care, VCA delivers world-class medicine and hometown care to more than four million pets each year. We invest in cutting-edge tools, training and technology that enable Associates across our national network of hospitals to lead the industry today and into tomorrow. Among our talented 35,000 Associates are nearly 7,000 veterinarians – including 500 who are board-certified specialists – nearly 4,000 credentialed technicians and over 10,000 veterinary assistants – all dedicated to giving pets the very best in medical care.

The future of veterinary medicine is in our hands. Join us.