Client Service Representative Manager
About The Position
VCA SylvaniaVET Animal Hospital is seeking an experienced, leadership-driven Client Service Representative Supervisor to lead its front-of-house team. This fully on-site role serves as a key connection between clients, doctors, veterinary technicians, and hospital leadership, helping deliver excellent client care while supporting a high-performing clinic environment. The supervisor oversees and develops the Client Service team, manages staffing and workflows, supports performance management, and handles escalated client concerns. The role also performs front-desk and client-care duties, including appointment scheduling, communications, payment processing, records management, and maintaining a clean hospital facility.
Requirements
- At least 2 years of veterinary client service experience.
- Strong conflict-resolution, multitasking, team-training, and communication abilities.
- Proficiency with veterinary practice management software and Microsoft Office.
Nice To Haves
- Demonstrated leadership, supervisory, or lead CSR experience.
Responsibilities
- Supervise, mentor, and support the Client Service team.
- Lead onboarding, training programs, and ongoing professional development.
- Conduct regular check-ins, provide real-time coaching, assist with performance evaluations, and address employee relations issues in partnership with Hospital Leadership.
- Oversee front desk staffing schedules, manage shift coverage, monitor timecards and overtime, and adjust workflows to support coverage during peak hours.
- Serve as the primary escalation point for complex client concerns, service recoveries, billing discrepancies, and high-stress situations.
- Ensure adherence to hospital protocols, front-desk compliance, and financial balancing procedures.
- Facilitate team huddles, communicate practice updates, and foster a collaborative, positive clinic culture.
- Greet visitors, answer telephones, and guide clients and pets to exam rooms.
- Schedule and confirm appointments.
- Make outbound follow-up calls and contact prospective clients.
- Present and explain fees and process payments.
- Recommend, select, and obtain products and services, including prescriptions.
- Answer questions about products and services and educate clients on general animal husbandry and non-medical pet care.
- Manage medical records, charts, reports, and correspondence.
- Help maintain the hospital, including removing animal waste, and ensure the facility is neat and clean inside and outside.
Benefits
- Medical, dental, and vision benefits.
- Paid vacation for full-time employees.
- Paid vacation and sick days, as listed in the benefits section.
- 401(k).
- Generous employee pet-care discounts.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
