Customer Service Manager

About the role

VCA Animal Specialty & Emergency Center (ASEC) is a multi-specialty and emergency practice located in West Los Angeles. We are currently seeking a CSR Co-Manager to join our leadership team and support our 24-hour Client Service team.

Responsibilities

• Working with the current client service manager and hospital leadership to ensure the employees and clients are supported and cared for.
• Key skills include strong staff and client relationship management, effective communication, high emotional intelligence, training and development, professionalism, leadership, and a genuine compassion for both pets and people.
• Some Key Responsibilities will be in:
• Leadership & Team Management
• Client Experience & Communication
• Crisis & Conflict Management
• Training & Development
• Operational Oversight
• Quality Assurance & Continuous Improvement
• Interdepartmental Collaboration
• Department Financial Oversight

Requirements

• Experience / Education: 3–5 years of client service experience, with at least 2 years in a supervisory or management role—ideally in a veterinary, medical, or other healthcare setting.
• Previous experience in emergency, specialty, or high-volume veterinary practice is strongly preferred.
• Experience managing 24-hour operations, including overnight or swing shift teams, is a plus.
• Strong skills in client service, conflict resolution, and team management.
• Experience with client retention and overall client satisfaction.
• Able to adapt to changing priorities in a dynamic environment.
• A collaborative, team-focused mindset.

Physical Requirements

• Work is primarily performed in a hospital/office setting.
• Must be able to stand for long periods.

Why You Should Consider Us

• We are committed to equity, inclusion, and diversity, and strive to be a place where a talented mix of people want to come, stay, and do their best work.
• We offer a competitive compensation and benefits package including Medical/Dental/Vision insurance, 401(k) retirement plan, generous pet care discounts, paid vacation, holidays, and sick days, health and well-being programs that provide resources and training.
• The annual salary range for this position is $ 70,304 to $ 85,000.