Customer Service Manager

Who We Are...

VCA Animal Specialty & Emergency Center (ASEC) is a multi-specialty and emergency practice located in West Los Angeles.  http://https://vcahospitals.com/animal-specialty-emergency

What We Do…

Emergency & Critical Care, Surgery, Internal Medicine, Oncology, Diagnostic Imaging (CT, Fluoroscopy), and Cardiology.

Why We Need You...

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.

What this job entails...

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.

Some Key Responsibilities will be in:

• Leadership & Team Management

• Client Experience & Communication

• Crisis & Conflict Management

• Training & Development

• Operational Oversight

• Quality Assurance & Continuous Improvement

• Interdepartmental Collaboration

• Department Financial Oversight

Experience / Education:

• 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.

• 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.

• 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

Physical Requirements:

• Work is primarily performed in a hospital/office setting

• Must be able to stand for long periods

• Reasonable accommodations may be made for individuals with disabilities

Please note: This job description reflects the general responsibilities and qualifications for the role and is subject to change based on the needs of the hospital, changes in staffing, emergencies, or evolving job responsibilities.

Why You Should Consider Us...

Hear from some of the VCA ASEC team members Here

At VCA we are committed to equity, inclusion, and diversity, and strive to be a place where a talented mix of people want to come, stay, and do their best work. As a member of the VCA family, eligible full-time employees will be rewarded with a competitive salary and a comprehensive benefits package, including:

VCA Animal Hospitals offers a competitive compensation and benefits package including 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.

Compensation is negotiable based on education, experience, and other relevant credentials.  The annual salary range for this position is $ 70,304 to $ 85,000.

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