Client Service Representative Supervisor

TUFTS VETERINARY EMERGENCY SERVICE•Walpole, MA

4d•Onsite

About The Position

Tufts VETS is seeking a strong, service-driven leader who sets the standard for professionalism, inspires and uplifts their team, and confidently navigates difficult conversations with tact and respect. This individual leads with accountability, emotional intelligence, and a commitment to both team development and exceptional client care. This position will be requiring the individual to be a working supervisor; 80% or more of your time will be spent working at the front desk performing all department responsibilities, modeling best practices in client interactions to staff, observing and coaching staff on their transactions, and developing relationships with internal and external clients. The CSR Supervisor plays a vital role in building and maintaining a healthy culture through the hospital.

Requirements

High school diploma or equivalent
Minimum of 3 years leadership or supervisory experience
Minimum of 3 years working in the veterinary field
Minimum of 5 years customer service experience
Minimum of 18 years old
Enjoys working with people and clients.
Must have the ability to support and foster an environment of diversity, inclusion, collaboration, and empathy.
Must have good interpersonal relationship and communication skills.
Ability to multi-task in a fast-paced working environment.
Can stay calm and efficient under pressure.
Is detail oriented and reliable.
Has a high commitment to providing exceptional patient/client care.
Has excellent communication skills.
Must be professional, approachable, and maintain a positive outlook.

Responsibilities

Perform all duties and tasks required of a CSR.
Motivate, inspire, and empower staff.
Ensure optimal client care by providing clear expectations and direction for team members.
Provide team members with coaching and training that are in line with hospital expectations.
Monitor and give frequent feedback to staff to ensure they deliver hospitality and excellence in client service.
Complete written annual evaluations and quarterly check-ins in accordance with hospital policies for all direct reports.
Participate in recruitment and retention, including interviewing applicants for positions within the CSR department and managing onboarding/training for all new CSR team members.
Oversee payroll for the CSR department including time clock review, pay adjustments, and PTO.
Work required shift schedule including weekends and holiday coverage.
Participate in callout and open shift coverage.
Assist with form disciplinary actions when necessary/appropriate.
Hold regular department meetings.