Role
Location
Description
Client Service (CSR) Supervisor
The fundamental responsibility of the CSR administrator is to oversee the daily operations of the department and act as a first point of contact for questions and concerns. While the CSR administrator is responsible for efficient workflow and for providing excellent customer service, they are not directly responsible for personnel issues. Concerns about an employee’s performance should be handled to the best of the CSR administrator's ability at the time and followed up directly with a supervisor.
In addition to the job description for client service representative, areas of responsibility include management of monthly and daily department work schedules, day to day troubleshooting and answering questions, participating in interviewing and hiring process, training, ensuring daily work assignments are completed, and assessment of skill/ technical level of team members.
Daily requirements will include a strong “on the floor” presence to ensure hospital efficiency and smooth flow of patients and clients; act as a point of contact for questions from all departments, coordinate lunch breaks and paid breaks, ensure consistent patient care and consistent customer service. Demonstrate ability to resolve problems independently, and handling of unusual situations relating to patient care and client communication with good judgment.
Reports To:
Tech Manager
Duties and Responsibilities:
Human Resources
- Participate in interviewing of new staff and assessment of team fit
- Ensure that employees in training are supported and following training schedule (phase, new hire); recognize training gaps and recommend training plans.
- Make sure new hire packets are being utilized and getting tasks signed off.
- Schedule and participate in quarterly department team meetings
- Assist with regular employee skills assessments and recommend staff for training/ advancement or performance coaching/ review
- Maintain positive morale and team atmosphere
- Report team challenges to practice manager or tech manager and assist in mediating team member conflict
Organization / Operations
- Manage daily work assignments and ensure consistency in operations/workflow
- Keep clear and open communications with other departments throughout shift
- Disseminate information to team that has been requested by managers.
- Manage employee schedules by entering into W2W and approve time off when appropriate.
- Ensure scheduling of staff to maximize patient care and efficiency; redirect staff to appropriate areas of hospital; make any adjustments in W2W (sick, not in attendance)
- Approve shift changes and trades; find coverage for open shifts
- Be on call on scheduled weekends for all departments acting as “on call supervisor”. Handling all call outs and finding coverage for shifts.
Marketing / Client Service
- Ensure exceptional customer service at all levels.
- Display strong knowledge in each employee position in the hospital
- Respond to client questions and handle client complaints
- Make sure to maintain a clean working environment.
- Help maintain hospital cleanliness, including client rest room, lobby, admit and dismissal areas.
Knowledge and skills:
Required:
- Strong communication, both written and verbal
- Leadership skills
- Teamwork
- Ability to problem-solve; good judgment
- Composure, impartial, objective, ability to maintain confidentiality
- Strong organizational, time management and planning skills
- At least one year at SCVH
- Required to lift up to 50 lbs
Preferred:
- More than one year in a veterinary, client service position
PetVet Care Centers, Inc. is one of the nation’s leading operators of veterinary hospitals for companion animals. The company operates over 450 hospitals across multiple states and employs over 11,000 people including over 800 veterinarians. Since its inception, PetVet has been structured around a model that is focused on developing a partnership between the hospitals and the company and providing the highest quality medicine and service.
PetVet is an equal opportunity employer. All employment decisions are made without regard to race, color, age, gender, gender identity or expression, sexual orientation, marital status, pregnancy, religion, citizenship, national origin/ancestry, physical/mental disabilities, military status or any other basis prohibited by law. EOE, M/F/D/V
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