Customer Service Representative Supervisor

VCA Animal Hospitals; Tucson (AZ); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Medical & dental benefits

Pet care discounts

Paid time off & 401(k)

Job summary

VCA Valley Animal Hospital & Emergency Center is seeking a Client Service Supervisor to lead our front office team and ensure exceptional client service. You will work under the Hospital Manager, guiding interviewing, training, coaching, and policy enforcement to maintain efficient operations.

The role requires supervisory experience, strong communication, and the ability to handle a fast-paced environment with flexible scheduling, including nights, weekends, and holidays.

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.
• Schedule includes days, overnights, weekends and holidays.

Responsibilities

• Oversee day-to-day client service areas of front office and internal relations.
• Direct on-the-job training to develop employee skill sets and performance expectations.
• Assist Hospital Manager with day-to-day operations.
• Resolve informal client complaints and report to the hospital manager.
• Ensure efficient front office operations and enforce policies/protocols.
• Identify potential issues and recommend workflow/process improvements.
• Make decisions on behalf of the department with good judgment for the hospital and clients.
• Coach employees and direct reports; participate in evaluations.
• Assist in developing and maintaining reporting tools and business metrics.
• Handle communication of financial information to clients and doctors.
• Act as liaison between front office and other department supervisors.

Skills

Client service

Communication center operations

Organizational skills

Interpersonal skills

Computer skills

Oral and written communication

Supervisory skills

Self-starter

Team player

Physical ability

Supervisory experience (2 yrs)

Vet field experience (2 yrs preferred)

Tools

Computer software

Job description

Client Service Supervisor

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

Under direction from the Hospital Manager/Administrator, 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, 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 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.

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!

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)

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

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