Customer Service Manager
About The Position
VCA ASEC has been a trusted part of the community for over 15 years, and we remain committed to growing both our team and the quality of care we provide. We are currently seeking a CSR Co-Manager to join our leadership team and support our 24-hour Client Service team. Our client service representatives are the first point of contact for our clients and play a crucial role in shaping their entire experience with us. We're looking for someone who is passionate about developing our CSR team and delivering exceptional service. Someone who can elevate our team through strong leadership, thoughtful training, and consistent support. In this role, you’ll be instrumental in ensuring our CSRs are well-prepared, empowered, and focused, allowing them to build trust with our clients and ensure that VCA ASEC is able to provide expert care for pets in their time of need. Join us in making a meaningful impact both for our clients and the pets they love. Working with the current client service manager and hospital leadership to ensure the employees and clients are supported and cared for. Key skills include strong staff and client relationship management, effective communication, high emotional intelligence, training and development, professionalism, leadership, and a genuine compassion for both pets and people.
Requirements
- 3–5 years of client service experience, with at least 2 years in a supervisory or management role—ideally in a veterinary, medical, or other healthcare setting.
- 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
- Must be able to stand for long periods
Nice To Haves
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
