Client Service Supervisor

VCA Capital Area Veterinary Emergency and Specialty is seeking a highly qualified Client Service Representative Supervisor to join our growing team!

The CSR supervisor will oversee and complete a variety of tasks each day, and every day could be different. We are seeking someone who enjoys talking with people and educating their team, as well as the public. Must have a positive, outgoing personality with the ability to direct a team of individuals.

Under the direction of the Hospital Director and Hospital Manager, the CSR Supervisor will oversee a team of approximately 10-15 CSRs. Job responsibilities include, but are not limited to:

• Responsible for the day-to-day client service areas of the front office and internally with departmental relations. This includes training, coaching, developing, mentoring, and disciplinaryaction as appropriate.

• Direct on-the-job training to develop employee skill sets, advise employees of performance requirements with the standards of client services for the organization.

• Resolve informal client complaints, maintain and report onthese issues to the hospital management.

• 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, workflowprocesses, and client service needs to the hospital manager.

• Make decisions on behalf of the departmentutilizing good judgement whichdemonstrates the best interest of the hospital and the clients.

• Coach employees and direct reports.

• Assist int eh development and delivery of employee evaluations for the front desk with hospital management.

• 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.

• Create weekly schedules for all direct reports

• Maintain direct reports' timecards.

• Interview and onboard new hires.

• Be an active participant in all leadership activities, including department and hospital meetings.

• All CSR job requirements, including filling open shifts.

Qualifications

• Previous veterinary experience strongly preferred.

• Previous supervisory or management experience required.

• Ability to prioritize and multitask.

• Excellent phone etiquette and customer service skills.

• Medical vocabulary knowledge preferred.

• Strong analytical skills

• Strong computer skills

• Ability to stand and/or walk for long periods of time.

• Flexible schedule - some weekends and holidays are required.

VCA CAVES is a 24-hour emergency and specialty hospital. This position will be full-time, 4 days per week. The days can be flexible, but some weekends and holidays will be required to support your team. Some nights may be required depending on hospital and team needs. Pay ranges from $19-$22/hour depending on experience.

Why join VCA CAVES?

We offer a competitive benefits package, including 401(k) match, PTO/holiday/sick pay, paid parental leave, extensive health benefits including mental health support, flexible scheduling, pet discounts, and a wide range of discounts on outside goods and services (travel, food, clothing, entertainment, etc.).

Our hospital also offers unique opportunities and events. We work closely with wildlife rehabbers, so we often have wildlife in our facility. We encourage and support continued growth and development, and growth opportunities are always available. We offer in-house CE events for free, and we host several fun activities and events throughout the year for our team to enjoy!

If you are a current associate, you will need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.

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 ~~~