CSR Supervisor

Job Responsibilities

• Staff Management
• Provide leadership to a team of Specialty and Emergency Client Service Representatives.
• Create a positive, safe and efficient work environment by providing and promoting clear communication between management, department representatives and all staff.
• Be the go-to person for department representatives and Client Service Representatives to help them in their roles at VCA ARECA as well as with their personal and professional growth when able/when appropriate.
• Responsible for creating and maintaining the monthly staff schedules including managing callouts, vacation requests and adjusting the schedule to reflect the changing needs of the hospital.
• Establish staffing needs and submit requests for hiring additional/replacement full and part time positions.
• Provide guidance to the CSRs for employee onboarding and overall integration into the VCA ARECA team.
• Responsible for both praise and progressive discipline when required, in conjunction with department heads/leads and HR.
• Business Operations includes managing the day-to-day operations and flow of the CSR Team:
• Monitoring the staff requirements to ensure the efficient operation of the department.
• Responsible for working with the administrative staff to manage the accounts receivable, inventory, equipment purchases requirements, and the monthly reporting requirements for the Management Committee.
• Representation of the Client Service Representatives by attendance at various hospital meetings, as required.

Qualifications

• Knowledge of sales and marketing techniques.
• Excellent verbal and written communication skills, especially to a diverse range of audiences and settings.
• The ability to make decisions, delegate responsibility and achieve results with hospital team members.
• Professional comportment and appearance, with excellent interpersonal skills and a friendly, positive presence.
• Respect for and willingness to work with clients and their pets.
• Must be able to handle multiple tasks and deal with an environment of changing priorities.