Customer Service Manager

VCA Animal Hospitals•Los Angeles, CA

8d•$70,304 - $85,000•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 focused on developing the CSR team, delivering exceptional service, and elevating the team through strong leadership, thoughtful training, and consistent support. The goal is to ensure CSRs are well-prepared, empowered, and focused to build trust with clients and ensure VCA ASEC can provide expert care for pets.

Requirements

3–5 years of client service experience
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

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

Working with the current client service manager and hospital leadership to ensure the employees and clients are supported and cared for.
Leadership & Team Management
Client Experience & Communication
Crisis & Conflict Management
Training & Development
Operational Oversight
Quality Assurance & Continuous Improvement
Interdepartmental Collaboration
Department Financial Oversight