Client Service Representative Manager

We are seeking a Veterinary CSR (Client Services Representative) Manager to join our passionate and family oriented veterinary team. Experience in management of a team, scheduling and customer service is a must. The CSR Manager will be responsible for a 24/7 staffed CSR team of 10-15 people, scheduling 20 doctors for a hybrid specialty and emergency veterinary hospital, assisting with accounts receivable and ensuring an excellent front desk experience for our clients and patients.

Hickory is a family owned, third generation AAHA accredited specialty hospital staffed 24/7 with emergency doctors and support staff. We also have a full-time neurologist, surgeon, oncologist, behaviorist, rehabilitation, multiple general practice doctors and part time specialists including radiology, cardiology, critical care and ophthalmology.

Management Tasks:

• Maintain a professional, friendly demeanor while on the job.
• Perform job tasks efficiently, promptly, and efficiently when asked while promoting a positive attitude amongst the staff
• Display tact and diplomacy with staff members and clients even when busy or hectic
• Assist in posting monthly CSR schedules and finding coverage during callouts.
• Attending weekly management meetings, holding monthly CSR meetings for the CSR team
• Assisting in accounts receivable
• Manager will have a flexible schedule to ensure coverage which include days, overnights, weekends, and holidays.
• 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.
• Resolve informal client complaints, maintain and report on these issues to Owners
• 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, workflow processes, and client service needs to Hospital Owners.
• 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
• 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 managers.

Benefits:

• Excellent health and dental benefit to our full-time employees: our health benefit includes a large contribution from the company and an extensive care network
• Paid time off: equivalent 3 weeks PTO accrual for vacation or sick leave
• Discounted pet services and products
• 401K benefits and company match available
• Uniform stipend
• Continuing education stipend and additional PTO
• Company Paid Short Term Disability/Group Life Insurance

• 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 management skills
• Self-starter and team player
• Strong client service background
• Strong candidates will have management 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.
• Competently speak and write the English language, Spanish a plus
• Work some weekends