Client Service Manager

About the role

Join BluePearl Pet Hospital as a Client Service Manager for our emergency and specialty hospital. The role involves handling day-to-day client service operations under the supervision of the Practice Manager or Area Leader, coaching associates, scheduling, acting as the link between client, patient, and caregivers, participating in the management team, partnering with the recruiter for hiring, and contributing to process‑improvement efforts.

Responsibilities

• Coach client service associates to be continuously aware and proactive at anticipating and addressing client services and to seek assistance with escalated, stressful situations.
• Partner with the Client Service Team Leader to schedule client service associates cost‑effectively to ensure the provision of sufficient staffing to meet and/or exceed client needs at every shift.
• Be an integral member of the management team and the link between the client, the patient and the caregivers, offering feedback to co‑managers to identify specific issues that may cause dissatisfied clients.
• Actively participate as a member of the hospital management team by building positive internal relationships and offering useful feedback, encouragement, support and participation in process‑improvement efforts.
• Partner with your recruiter for new hire selection or internal transfer to fill open client service positions.

Qualifications

• Education: Associate degree or equivalent in a related field preferred.
• Experience: 3‑5 years of proven success in managing professionals in complex organizations, either within veterinary/human medicine, hospitality, or client services industries.

Benefits

• Trupanion pet insurance and discounts for associates on pet treatments, procedures, and food.
• Annual continuing education allowance.
• Free continuing education sessions.
• BluePearl University for training.
• Access to over 2,000 medical journals for clinicians.
• Medical, dental, vision, and life insurance options.
• Parental leave benefits.
• Flexible work schedules.
• 401k and retirement planning.
• Paid time off and floating holiday plans.
• Talent development programs and leadership workshops.
• Endless opportunities to advance your career as part of Mars Veterinary Health.
• Focus on developing associates into leaders.
• Commitment to continuous learning.

Pay

$27.00 - $38.00 / hour. This pay band is a starting point and is dependent on experience and advancement through our competency leveling system.