Customer Service Representative Supervisor

About the Role

Under direction from the Hospital Manager/Administrator, the Client Service Supervisor performs a wide range of difficult-to-complex administrative activities related to quality patient care and excellent client service, management of finances and accounting, marketing and promotion of services, staffing and human resources, and discretionary activities that serve to support effective business operations. The ideal applicant is a reliable self-starter, motivated by a challenging, fast-paced environment, with supervisory experience, a positive attitude, a friendly demeanor towards both animals and people, detail orientation, the ability to multi-task, and a demonstrated understanding of high quality customer service.

Skills and Qualifications

• Excellent knowledge of client service and communication center operations
• Strong organizational skills
• Strong client relations and interpersonal skills
• Intermediate to expert computer skills
• Excellent oral and written communication skills
• Strong supervisory skills
• Self-starter and team player
• Strong client service background
• Ability to lift up to 40 pounds
• 2 years of supervisory experience required
• 2 years of experience in the veterinary field preferred

Schedule

The schedule for this position will be based on the needs of the business. The Supervisor will have a flexible schedule to ensure coverage, which includes days, overnights, weekends, and holidays.

Responsibilities

• Responsible for the day-to-day client service areas of the front office and internally with departmental relations, including interviewing, training, coaching, developing, mentoring, and disciplinary action as appropriate
• Direct on-the-job training to develop employee skill sets and advise employees of performance requirements with the standards of client service for the organization
• Assist the Hospital Manager with day-to-day operations
• Resolve informal client complaints and maintain and report on these issues to the hospital manager
• Responsible for the efficient day-to-day running of the front office, including enforcement of policies, procedures, and protocols
• Identify and provide recommendations for potential problems, non-routine situations, work flow processes, and client service needs to the hospital manager
• Make decisions on behalf of the department utilizing good judgment, which demonstrates the best interest of the hospital and the clients
• Coach employees and direct reports
• Assist in the development and delivery of employee evaluations for the front desk with the hospital manager
• Assist in the development, implementation, and maintenance of reporting tools and queries needed to manage the business
• Handle communication of financial information to clients and doctors
• Act as a liaison between front office and other department supervisors

Benefits

• Medical and dental insurance
• Vision insurance
• Paid vacation and sick days
• 401(k)
• Generous employee pet discounts
• Competitive compensation