Client Service Manager
About the role
The Client Services Manager at VCA West Los Angeles plays a pivotal role in shaping the client experience. Reporting to hospital leadership, you'll lead a large, fast-paced, 24/7 Client Services department. Your responsibilities include coaching associates, strengthening processes, and fostering a supportive environment.
Responsibilities
Coach, mentor, and develop Client Service Associates through regular feedback and performance coaching.
Lead with visibility, consistency, and accountability by spending time on the floor supporting and developing your team.
Foster a positive, accountable, and collaborative culture.
Aid in recruiting, interviewing, onboarding, and retaining exceptional talent.
Identify and develop future leaders within the department.
Promote associate engagement, recognition, and professional growth.
Anchored in exceptional client experience, coach associates through challenging client conversations with empathy and professionalism.
Resolve client concerns and service recovery opportunities.
Ensure communication remains compassionate, clear, and consistent.
Help de-escalate challenging situations while maintaining professionalism and empathy.
Partner with hospital leadership to resolve complex concerns effectively.
Coordinate staffing, scheduling, and workflow to ensure exceptional client service.
Maintain efficient front desk operations while supporting a positive client experience.
Ensure compliance with hospital policies and procedures.
Monitor client feedback and identify opportunities to improve the client experience.
Participate in process improvement initiatives that enhance efficiency and consistency.
Develop systems and workflows that support long-term departmental success.
Partner closely with hospital leadership, doctors, technicians, and support departments to ensure seamless communication and patient flow.
Foster strong relationships across departments that support exceptional patient care and client service.
Partner with hospital leadership to achieve labor, productivity, and client service goals while maintaining an exceptional client experience.
Monitor department performance metrics and contribute to operational success.
Qualifications
3–5 years of client service experience, including at least 2 years in a supervisory or management role.
Previous experience in veterinary medicine, healthcare, or another service-focused industry strongly preferred.
Experience in emergency, specialty, or high-volume veterinary practice is highly desirable.
Experience leading teams in a 24-hour operation is a plus.
Demonstrated success coaching, developing, and retaining high-performing teams.
Strong client service, conflict resolution, and relationship management skills.
Experience improving client satisfaction and client retention.
Ability to adapt and prioritize in a dynamic environment.
A collaborative, team-first mindset.
Genuine compassion for both people and pets.
What We Offer
Comprehensive benefits package including medical, dental, vision insurance, 401(k), paid vacation/sick time, continuing education, and leadership development opportunities.
Generous pet care discounts.
Opportunities to shape the client experience at one of the nation's leading veterinary hospitals.
Collaboration with specialists, emergency clinicians, and hospital leaders across multiple disciplines.
A meaningful impact on the lives of pets, clients, and associates every day.
Continued growth in your leadership career within one of North America's largest veterinary organizations.
Physical Requirements
Work is primarily performed in a veterinary hospital and office environment. Ability to stand and walk for extended periods. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.
Why Join VCA West Los Angeles?
VCA West Los Angeles offers a comprehensive benefits package, including medical, dental, vision insurance, 401(k), paid vacation/sick time, continuing education, and leadership development opportunities. We are committed to creating an environment where talented people can grow, collaborate, and do their best work while making a meaningful difference in the lives of pets and the families who love them.