What are the responsibilities and job description for the Client Care Supervisor- Evening Shift position at MSPCA-Angell?
This is a full-time 40 hour a week position.
THE POSITION:
The Client Care Supervisor is responsible for the leadership and indirect management of the Client Care Specialist (CCS) team. The primary responsibilities of the Client Care Supervisor include working in collaboration with the Client Care team to provide and assist the veterinary staff, internal and external clients with excellent client services.
Some of the duties include:
- Proactively addresses client issues and concerns. Follows department guidelines for assessing and managing simple and complex complaints. Provides direction to all subordinates so that they are adept in recognizing client concerns and are able to respond appropriately.
- Monitors service daily to maximize efficiency of front office services and redirect assistance to other areas as needed.
- Works with the MCC to prepare and plan work schedules and assignments in anticipation of client volume.
- Contacts appropriate person in the event of an emergency, IT, public relations issue, security or maintenance issue when necessary.
- Directly involved in the selection, orientation, hiring, and training process of service personnel.
- Works with the MCC to prepare payroll and process personnel records, attendance records, payroll notice changes etc.
- Oversees and participates in the quality training of all front office personnel.
- Develops and updates training checklists, and guidelines for all front office staff.
- Assists with the development and annual updating of the front office training resources.
- Promotes professional development of staff members.
- Interacts and cooperates with other hospital departments and the veterinary staff ensuring that hospital policies and procedures are followed.
- Demonstrates a high degree of commitment to quality service and respect for others.
- Ensures that consistency in accurate information and communication throughout the clinic visit experience is achieved for both the clients and veterinary staff.
- Assures that excellent customer service is achieved on a consistent basis.
WHO WE ARE:
The Boston MSPCA-Angell is one of the oldest and most venerable humane organizations in the world, and working in an environment that clearly delivers on its mission of advancing the health and welfare of animals adds an important dimension to our work.
APPLICANT REQUIREMENTS:
We are looking for applicants with at least one year of experience working in a customer service supervisory role, preferably in a medical or related field. As this position requires excellent verbal and written communication skills, we require applicants to include a cover letter showcasing your writing skills.
OUR BENEFITS:
Our compensation package includes health, dental and life insurance, 403(b) retirement plan, tuition reimbursement, paid holidays, sick, and vacation time, employee discounts for pet health care, and free on-site parking.
If you are interested in working for an organization where your work is an important part of a respected and caring non-profit, this may be the career change you are looking for.
