Customer Service Representative Manager - Park Veterinary Hospital & Urgent Care
Durham, NC 27713
About the Job
Job Title: Client Services Representative Manager
Department: Client Services
Schedule: Full-time, 40+ hours; schedule varies
Classification: Non-Exempt
Reporting Structure: Office Manager
Position Summary:
The Customer Service Representative (CSR) Manager is a pivotal role within our organization, responsible for overseeing the daily operations of the customer service department. This individual will lead a team of customer service representatives to ensure exceptional service delivery, handle client inquiries efficiently, and maintain a high level of customer satisfaction. The CSR Manager must exhibit strong leadership qualities, exceptional decision-making skills, and the ability to thrive in a fast-paced, consistent client care environment.
Personal Attributes:
If you are the following, please apply even if you don't meet the requirements.
- A strong leader who inspires confidence and motivates others.
- Detail-oriented with a commitment to excellence.
- Empathetic and patient, with a genuine passion for helping others.
- Proactive and able to anticipate client needs.
- Resilient and adaptable to change.
The CSR Manager role is critical to our success, ensuring that our clients and staff receive the highest level of service and support. We are seeking a dedicated professional who can lead by example, make impactful decisions, and drive our customer service team to new heights.
Client Services Management:
- Directing the CSR team in providing excellent customer service to internal and external clients that is professional, ethical, and friendly at all times.
- Supervises CSR daily workflow while keeping the OM apprised of any situations that require additional management attention or intervention.
- Directing staff training and evaluating staff performance to develop and improve CSR function. Conducting a minimum of quarterly staff individual
- Development and maintenance of protocols and training materials to ensure the efficient operation of the CSR function.
- Facilitates communication between the CSR function and other departments.
- Directing and assisting in orderly maintenance of the hospital including but not limited to: Keeping the reception desk area and waiting room clean and sanitary, any area of the hospital that needs attention. Ensure maintenance and cleanliness of physical facilities and equipment in the lobby and reception areas.
- Collaborates with CSR team and Hospital Practice Manager/Office Manager on driving additional client appointment booking or efficiencies using tools available (AllyDVM, PetDesk, website, reminder system, Online Pharmacy, etc)
- Fills or removes shifts due to callouts or PTO or risk for overtime in the schedule to fully staff the hospital and maintain maximum 40 hours in a work week
Human Resources:
- Monitor compliance with job descriptions and to do lists.
- Implement adherence to policies and procedures in accordance with the employee handbook.
- Train team members, maintain log and load system updates for the computer system with IT Support.
- Relay any employee concerns to the Hospital Practice Manager/Office Manager. Collaborate on the corrective action for the situation or employee.
- Make decisions regarding time off requests, balancing the needs of hospital and employees.
- Serve as communication liaison for team members with Hospital Practice Manager/Office Manager.
- Addresses any issues requiring immediate intervention regarding client care or workflow that arise with CSR support staff while maintaining open communication with the OM.
Administrative duties
- Scheduling of the CSR's schedule four weeks in advance.
- Report weekly deposit report to Hospital Practice Manager and report any discrepancies to the OM daily.
- Complete weekly deposit packets to send to our accountant.
- Run necessary errands, either personally or by delegation.
- Maintain regular inventories of OTC COGS and office supplies within budget.
- Assists the Practice Manager/Office Manager with the monitoring of hospital social media accounts.
- Maintain all office machines and computers are in working order with adequate supplies.
Marketing:
- Assist in monitoring, implementing, and evaluating client communications (i.e.; direct mail, signage, social media accounts).
- Ensure that marquee is kept updated with timely messages.
- Assist in the development of referral relationships with humane societies, pet stores, apartment complexes, etc.
- Attend community functions to build potential client base.
Finance:
- Assist in oversight of daily cash and check deposits.
- Assist in the preparation of the weekly CVP Business Package.
- Verify accuracy of vendor statements and match appropriate invoices to statements.
- Monitor client accounts receivable at 30, 60 & 90 days and mail statements in a timely manner.
- Working closely with our collection's agency.
- Maintain up to date information regarding different financial institutions we work closely with. (CareCredit, Trupanion, Clover, Etc...)
Supervisory Responsibilities:
- Supervision of all hospital Client service representatives, not limited to behavior and workflow of Vet assistants, RVT's, and kennel attendants.
Other Professional Requirements:
- Five years of customer service.
- Two years of management.
- Two years minimum of veterinary hospital setting.
- Demonstrate excellent organizational skills.
- Manage time effectively and meet deadlines.
- Work on multiple projects concurrently in a fast-paced environment.
Computer Skills:
- To perform this job successfully, an individual should have working knowledge of MS Excel, MS Word, and MS PowerPoint. Experience with Veterinary software a plus.
Travel Requirements:
- No travel is expected for this position.
Physical Demands:
- While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.
Working Environment:
- This job operates in a professional animal hospital/clinic. This role may have exposure to electromagnetic radiation, anesthetic gases, unpleasant odors, noises and animal feces. May be exposed to bites, scratches and contagious diseases. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. Community Veterinary Partners. is committed to equal opportunity in employment. It is the Company's policy that equal employment opportunity be provided without regard to age, race, color, sex, religion, national origin, sexual orientation, disability, covered veteran status, or any other status protected by law.
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Source : Park Veterinary Hospital & Urgent Care