Client Service Supervisor

Pay

Pay: $22 - $31 / hour
The pay band is a starting point and is dependent on experience and advancement through our CareerTrax leveling system.

About the role

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 communicate 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.
• Seek 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.

Qualifications

• Experience in a customer service or supervisory role is preferred.
• Strong communication and interpersonal skills.
• Ability to manage multiple tasks and prioritize effectively.
• Knowledge of veterinary practices and client service protocols.
• Basic computer skills including Microsoft Office.

Benefits

• Medical, dental, vision, and life insurance options.
• Parental leave benefits.
• Flexible work schedules.
• 401(k) and retirement planning.
• Paid time off and floating holiday plans.

Schedule

Flexible work schedules are offered.

Skills

• Excellent communication and interpersonal skills.
• Strong organizational and time management skills.
• Ability to work independently and as part of a team.
• Knowledge of veterinary practices and client service protocols.
• Basic computer skills including Microsoft Office.

Benefits

• Trupanion pet insurance and discounts for pet treatments, procedures, and food.
• Talent development programs and leadership workshops.
• Annual continuing education allowance, free continuing education sessions, and access to over 2,000 medical journals.