Customer Service Manager

VCA Animal Hospitals • Los Angeles, CA

5d • Onsite

About The Position

VCA ASEC is seeking a CSR Co-Manager to join their leadership team and support their 24-hour Client Service team. The client service representatives are the first point of contact for clients and play a crucial role in shaping their experience. This role is instrumental in ensuring CSRs are well-prepared, empowered, and focused, allowing them to build trust with clients and ensure VCA ASEC can provide expert care for pets. The co-manager will work with the current client service manager and hospital leadership to ensure employees and clients are supported and cared for.

Requirements

• 3–5 years of client service experience
• At least 2 years in a supervisory or management role
• Strong skills in client service, conflict resolution, and team management
• Experience with client retention and overall client satisfaction
• Ability to adapt to changing priorities in a dynamic environment
• A collaborative, team-focused mindset

Nice To Haves

• Ideally in a veterinary, medical, or other healthcare setting
• Previous experience in emergency, specialty, or high-volume veterinary practice is strongly preferred
• Experience managing 24-hour operations, including overnight or swing shift teams, is a plus

Responsibilities

• Leadership & Team Management
• Client Experience & Communication
• Crisis & Conflict Management
• Training & Development
• Operational Oversight
• Quality Assurance & Continuous Improvement
• Interdepartmental Collaboration
• Department Financial Oversight

Benefits

• Medical/Dental/Vision insurance
• 401 ( k ) retirement plan
• Generous pet care discounts
• Paid vacation, holidays, and sick days
• Health and well-being programs that provide resources and training

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed