Community Medicine Client Experience Specialist Supervisor

Description

The San Francisco SPCA believes that every pet guardian deserves access to quality, non-judgmental veterinary care, regardless of income. The SF SPCA’s Community Medicine Program provides preventative health services for client-owned animals at our Community Veterinary Clinic (CVC), High-Quality High Volume Spay/Neuter (HQHVSN) Clinic, and Mobile Vaccine Clinic (MVC). The Community Medicine department is on the hunt for a passionate and caring leader to guide our amazing client experience team.

Get ready to bring the energy and lead with enthusiasm! As the Community Medicine CES Supervisor, you'll provide top-notch service to our clients while overseeing the dynamic daily operations and growth of the Community Medicine CES team. You'll manage workflow, scheduling, and process improvements, and play a key role in training facilitation and delivery. 

As a supportive coach, you'll inspire and guide the Community Medicine CES team, collaborating closely with the Community Medicine Programs Manager and CVC Client Services and Outreach Supervisor to brainstorm and implement innovative ideas for a smooth and efficient operation. 

Your responsibilities will span across managing the Spay/Neuter Clinic front desk, handling Community Medicine administrative tasks, coordinating the Community Cats Program, and ensuring the Mobile Vaccine Clinic and Community Veterinary Clinic deliver exceptional customer service. Get ready to make a positive impact every day!

Essential Functions:

Create and Implement Client Services Protocols:

Develop and enforce standards and procedures as workflow evolves, in alignment with the Community Medicine Programs Manager.

Resolve Escalated Issues:

 Assist client services staff in addressing and resolving client issues to enhance relationships and retention.

Prepare and Implement Schedules:

Manage schedules, monitor attendance, and coordinate breaks and shifts for the client services team.

Staff Development:

Provide teaching, mentoring, and training to ensure staff have the necessary support and skills for their roles.

Hiring and Training:

Assist in hiring, training, and orienting new Community Medicine Programs Associates.

Performance Monitoring:

Conduct performance measurement, monitoring, and evaluation of all associates to improve efficiency and overall performance.

Customer Service and Data Management:

Ensure accurate data entry, organize client service documents, and provide courteous and informative customer service.

Diversity & Inclusiveness:

Work effectively with individuals and colleagues from diverse communities and cultures.

An excellent candidate will possess:

• Minimum one year of experience in a fast-paced customer service or call center environment; bilingual skills preferred
• Experience in animal welfare, veterinary medicine, and coaching/training others
• Commitment to the mission and values of the San Francisco SPCA
• Strong computer skills, including word processing, spreadsheets, and veterinary software
• Excellent communication skills and ability to deliver feedback with patience and compassion 

Supervisor will need to be comfortable working at the Spay/Neuter surgical clinic, caring for and handling community cats, supporting the Mobile Vaccine Clinic once a month, and working at the Community Veterinary Clinic. Availability to work Saturdays required.