CSR Supervisor

VCA Animal Hospitals•Aurora, IL

1d•$20 - $26

About The Position

VCA Aurora Animal Hospital is a large specialty/ER/GP practice with the desire to make our front office the "Ritz Carlton" of the veterinary community. If you have the skills and ability to turn a good staff into an amazing staff and are able to assist in front desk receptionist duties as needed, then you are the candidate we are searching for! The primary hours are from 1 pm-9 pm and the position requires occasional weekend shifts and a share of holiday coverage. Compensation: $ 20 - $26/hr The starting range is determine by skill set and years of experience in the field. We are a very busy hospital that handles a large caseload and multiple triages throughout the day. The ideal candidate must maintain a calm demeanor and be able to direct the flow of the reception area. 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. Applicant must be a reliable self-starter, motivated by a challenging, fast-paced environment. Strong candidates will have supervisory experience, a positive attitude, a friendly demeanor towards both animals and people, will be detail oriented, have the ability to multi-task and can demonstrate the importance and understanding of high quality customer service.

Requirements

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

Nice To Haves

2 years of experience in the veterinary field preferred.

Responsibilities

Responsible for the day-to-day client service areas of the front office and internally with departmental relations. This includes interviewing, training, coaching, developing, mentoring and disciplinary action as appropriate.
Direct on-the-job training to develop employee skill sets, advise employees of performance requirements with the standards of client service for the organization.
Resolve informal client complaints, maintain and report on these issues to the hospital manager.
Responsible for the efficient day-to-day running of the front office to include 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 and develop the reception staff.
Assist in the development and delivery of employee evaluations for the front desk with hospital manager.
Assist in the development, implementation and maintenance of reporting tools and queries needed to manage the business.
Act as a liaison between front office and other department supervisors.

Benefits

We offer competitive compensation and great benefits for eligible employees, including medical/dental, generous personal pet care discounts and more!
We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!

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