What are the responsibilities and job description for the Client Service Representative Manager position at West Hills Animal Hospital & Emergency Center?
Description
Are you a natural leader with a passion for fostering a positive work environment? Do you have experience in customer service management and want to make a difference in the veterinary field? West Hills Animal Hospital and Emergency is seeking a dedicated CSR Manager to lead our client services team and ensure our hospital runs efficiently and effectively.
Key Responsibilities
Skills Knowledge and Expertise
Benefits
Join Our Team as a Client Service Representative Manager at West Hills Animal Hospital and Emergency!
Are you a natural leader with a passion for fostering a positive work environment? Do you have experience in customer service management and want to make a difference in the veterinary field? West Hills Animal Hospital and Emergency is seeking a dedicated CSR Manager to lead our client services team and ensure our hospital runs efficiently and effectively.
Key Responsibilities
Human Resources & Team Management
- Develop written job descriptions and implement hospital policies.
- Conduct regular performance reviews and provide constructive feedback.
- Hire, train, and manage CSR staff.
- Handle PTO requests, find coverage, and step in to cover shifts as needed.
- Facilitate staff training and update training manuals.
- Resolve staff concerns promptly and fairly.
- Hold staff accountable for conduct, punctuality, and performance.
- Schedule and oversee staff task completion.
- Ensure all staff emails and communications are addressed daily.
Finance & Accounting
- Guide staff in handling charges, refunds, and returns.
- Ensure adherence to policies regarding employee invoices and charges.
- Monitor daily sales reports for accuracy and performance.
Client Relations
- Promote a client-centered environment and uphold high service standards.
- Maintain client retention and new client acquisition strategies.
- Address and resolve client concerns alongside doctors and other staff.
- Assist clients with financial inquiries and provide necessary guidance.
- Train staff in estimate creation and financial discussions.
- Oversee scheduling for international travel appointments and required documentation.
Practice Leadership
- Communicate hospital objectives and motivate staff.
- Organize and lead staff meetings.
- Cultivate teamwork and a cooperative work environment.
- Demonstrate enthusiasm, professionalism, and willingness to support the team.
Skills Knowledge and Expertise
- Ability to work independently under broad administrative supervision.
- Strong problem-solving skills and ability to set priorities.
- Willingness to work flexible hours, including potential overtime and emergency recalls.
- Exceptional communication skills, both in person and over the phone.
- Professional demeanor, tact, and diplomacy in handling staff and clients.
- Ability to multitask efficiently in a fast-paced environment.
Benefits
- Paid time off
- Health insurance
- Dental Insurance
- Vision insurance
- Employee discounts
- Flexible schedules
- 401K with company match
- Paid days off for CE and robust CE allowance
- Training and career development
