Client Service Representative Manager

Description

We are seeking a Veterinary CSR (Client Services Representative) Manager to join our passionate and family oriented veterinary team. Experience in management of a team, scheduling and customer service is a must. The CSR Manager will be responsible for a 24/7 staffed CSR team of 10-15 people, scheduling 20+ doctors for a hybrid specialty and emergency veterinary hospital, assisting with accounts receivable and ensuring an excellent front desk experience for our clients and patients. 

Hickory is a family owned, third generation AAHA accredited specialty hospital staffed 24/7 with emergency doctors and support staff. We also have a full-time neurologist, surgeon, oncologist, behaviorist, rehabilitation, multiple general practice doctors and part time specialists including radiology, cardiology, critical care and ophthalmology.

Management Tasks:

· Maintain a professional, friendly demeanor while on the job.

· Perform job tasks efficiently, promptly, and efficiently when asked while promoting a positive attitude amongst the staff

· Display tact and diplomacy with staff members and clients even when busy or hectic

· Assist in posting monthly CSR schedules and finding coverage during callouts.

· Attending weekly management meetings, holding monthly CSR meetings for the CSR team

· Assisting in accounts receivable

· Manager will have a flexible schedule to ensure coverage which include days, overnights, weekends, and holidays.

· Responsible for the day-to-day client service areas of the front office and internally with departmental relations

· This includes interviewing, training, coaching, developing, mentoring and disciplinary action as appropriate.

· Direct on-the-job training to develop employee skill sets, advise employees of performance requirements with the standards of client service for the organization.

· Resolve informal client complaints, maintain and report on these issues to Owners

· Responsible for the efficient day-to-day running of the front office to include enforcement of policies, procedures and protocols.

· Identify and provide recommendations for potential problems, non-routine situations, workflow processes, and client service needs to Hospital Owners.

· Make decisions on behalf of the department utilizing good judgment, which demonstrates the best interest of the hospital and the clients

· Coach employees and direct reports

· Assist in the development and delivery of employee evaluations for the front desk

· Assist in the development, implementation and maintenance of reporting tools and queries needed to manage the business.

· Handle communication of financial information to clients and doctors

· Act as a liaison between front office and other department managers.

Benefits:

• Excellent health and dental benefit to our full-time employees: our health benefit includes a large contribution from the company and an extensive care network

• Paid time off: equivalent 3 weeks PTO accrual for vacation or sick leave

• Discounted pet services and products

• 401K benefits and company match available

• Uniform stipend

• Continuing education stipend and additional PTO

Requirements

· Excellent knowledge of client service and communication center operations

· Strong organizational skills

· Strong client relations and interpersonal skills

· Intermediate to expert computer skills

· Excellent oral and written communication skills

· Strong management skills

· Self-starter and team player

· Strong client service background

· Strong candidates will have management experience, a positive attitude, a friendly demeanor towards both animals and people, will be detail oriented, have the ability to multi-task and can demonstrate the importance and understanding of high-quality customer service.

· Competently speak and write the English language, Spanish a plus