Client Service Supervisor

About the role

BluePearl Pet Hospital is seeking a Client Service Supervisor in Tacoma, WA. The Client Service Supervisor (CSS) guides the daily activities of the Client Services Team (CST) under the direction of the Client Services Manager (CSM). Primary responsibilities include communication between Client Services and all areas of the hospital for interdepartmental activity to run smoothly and efficiently in the absence of the CSM. The CSS provides management coverage for the CS department to function properly during the shift and those issues are addressed by the proper individual ensuring services are seamless from beginning to end of the client and patient visit.

Responsibilities

• Plan, monitor and ensure completion of the initial training program for new Client Service associates to ensure that we offer the highest possible level of personal care to meet each client’s unique set of circumstances.
• Guide 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.
• Offers feedback to co-managers to identify specific issues that occur and may cause dissatisfied clients.
• Clearly communicates with client service associates, one-on-one and in group settings, to ensure consistent understanding of new ideas, changes in protocol, policies, impending changes and ongoing communication and feedback.
• Coach client service associates to be continuously aware and proactive at anticipating and addressing client services and to seek assistance with escalated, stressful situations.
• Plans and executes regularly scheduled team meetings.
• Seeks new ways to better serve clients through ongoing training opportunities, input from the Client Service Coordinators during regularly scheduled team meetings and feedback from doctors and management on an ongoing basis.
• Personally meet with clients to discuss concerns and questions regarding any aspect of services provided.
• Other job duties as assigned.

Skills

• Passionate leader ready to make a difference
• Excellent time management
• Follow through
• Organizational skills
• Love building successful teams who provide premier customer service and patient care

Benefits

• Trupanion pet insurance and discounts to associates for pet treatments, procedures, and food
• Associates leveled by skillset and move up in level as they gain more skills and experience
• Focus on developing associates into leaders through talent development programs and leadership workshops
• Endless career advancement opportunities as a member of Mars Veterinary Health
• 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
• Health and well-being resources to assist with stress management, mental health awareness, compassion fatigue, burnout, communication, and conflict management skills
• Family-like culture; working together to lead the industry by enriching lives through remarkable care for pets

Pay

$27 - $30 / hour (pay is dependent on experience and our competency system)