Veterinary Client Experience Manager

Ethos Veterinary Health • Short Pump, VA

2d • $60,000 - $75,000 • Onsite

About The Position

The Virginia Veterinary Center in Short Pump, VA is hiring a full-time Client Experience Manager to join our outstanding team! This role is responsible for ensuring the hospital delivers exceptional client experience. The position provides leadership to the Client Service Department and ensures that all employees within that department adhere to hospital policies and procedures in addition to performing CSR duties.

Requirements

• Management preferred with a strong foundation in client service.
• Veterinary medicine a plus.

Responsibilities

• Develop and implement policies and procedures necessary for meeting the requirements of clients and ensuring a satisfied clientele
• Work with other managers and supervisors to ensure all employees comply with set client service standards in carrying out job duties
• Responsible for the direct management of the Client Service Representatives, Hospital Coordinators, and Specialty Coordinators
• Responsible for the recruitment of new CSR and Coordinator team members and assist with their onboarding and orientation
• Responsible for overseeing the successful training of new and current Client Service Representatives and Coordinators
• Responsible for scheduling of all CSRs and Coordinators
• Responsible for weekly authorization of timesheets in DayForce, managing PTO, and managing labor costs of the department.
• Work with the Hospital Director to ensure that the flow of the hospital runs smoothly
• Resolve client complaints/ issues by listening to complaints and proffering solutions effective for satisfactory resolution. Involve the ER Director, Medical Director, and/or Hospital Director when appropriate
• Ensure that all financials including transactions, deposits, and end of day close outs are accurate and documented.
• Oversee and manage departmental scheduling
• Coach and counsel staff
• Execute disciplinary action as needed
• Attend departmental and management meetings
• Collaborates with marketing to ensure their work operations align with the objectives of the client services unit
• Manage client reviews and respond as needed
• Carry out surveys and research to evaluate customer satisfaction level and discover better techniques for ensuring a satisfied customer base
• Upholds VVC’s Core Values
• Performs all other duties as assigned

Benefits

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance
• medical
• employer match
• paid time off (including sick time)

What This Job Offers

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