Customer Service Manager

Points East Veterinary Specialty Hospital of Wilmington•Wilmington, NC

75d•Onsite

About The Position

Points East Veterinary Specialty Hospital of Wilmington is seeking an Customer Service Manager at our new location in Wilmington, North Carolina, opening in late fall 2026. This brand-new, 16,000 sq ft facility (with planned expansion to 24,000 sq ft) has been thoughtfully designed to support high-quality emergency and specialty care while allowing room for continued growth as the hospital scales up. The Customer Service Manager will oversee the daily operations of the Client Service Representative (CSR) team, ensuring an exceptional client experience and efficient workflow. This role requires a dynamic, organized leader who can manage multiple priorities, support a diverse team, and resolve conflicts effectively.

Requirements

Previous experience in a customer service or management role, preferably in a veterinary or medical setting.
Strong conflict resolution and problem-solving skills.
Excellent communication and interpersonal abilities.
Ability to manage and prioritize multiple tasks in a fast-paced environment.
Flexibility to adapt to changing schedules and hospital needs.

Nice To Haves

Experience with inventory management and vendor relations is preferred.
Associate degree or higher.
Experience in a veterinary emergency or specialty hospital environment.
Demonstrated proficiency with Microsoft Office Suite.

Responsibilities

Supervise, support, and mentor the CSR team to maintain high standards of client care and professionalism.
Address client and staff concerns promptly and professionally, working to resolve issues in a way that upholds our commitment to service excellence.
Ensure adequate inventory levels and supplies for the front desk and other related areas, working with vendors and internal teams as needed.
Oversee relationships with third-party service providers, ensuring seamless integration and support for hospital operations.
Act as a liaison between the CSR team and other hospital departments, facilitating communication and teamwork.
Assist in training new CSRs and providing ongoing development opportunities to enhance team performance.