Customer Service Manager – West
About Wilson Veterinary Hospital:
Wilson Veterinary Hospital is a privately owned small animal hospital providing general practice, emergency and urgent care, hospitalization, surgery, and specialty services. We are committed to quality veterinary care at affordable prices and a positive, supportive work environment.
Reports to: Hospital Administrator
Hours: Full-time
Department: Customer Service
Supervises: Customer Service Representatives
Position Summary:
The Customer Service Manager leads the Customer Service team in our West building, ensuring exceptional service for clients, patients, and team members. This role oversees all customer service operations, including the call center, check-in, check-out, and emergency reception areas. Responsibilities include staffing, scheduling, training, coaching, performance management, and oversight of daily workflows to ensure accurate, compassionate, and efficient service.
The Customer Service Manager works closely with the other hospital leaders and team members across departments and shifts to promote collaboration, maintain consistent expectations, and support hospital operations. This position is also responsible for the administration and support of the hospital’s phones and phone systems, coordination of office supply inventory and stocking, and oversight of copier and printer support to ensure uninterrupted business operations.
Essential Functions
Team Leadership and Staffing:
- Develop, maintain, and adjust CSR schedules to ensure adequate staffing coverage across all customer service functions and shifts.
- Direct daily CSR assignments and maintain appropriate staffing coverage for phones, reception, check-in, check-out, emergency reception, breaks, lunches, and shift transitions, adjusting resources based on patient volume and operational needs.
- Address call-offs, coverage gaps, schedule changes, and time-off requests in accordance with hospital policies and staffing guidelines.
- Monitor attendance, punctuality, productivity, and timecard accuracy; address concerns promptly and ensure appropriate documentation.
- Participate in recruiting, interviewing, hiring, onboarding, training, and retention of Customer Service team members in partnership with Human Resources and hospital leadership.
- Provide ongoing coaching, mentoring, performance feedback, and formal performance evaluations. Document performance concerns and partner with Human Resources on employee relations, corrective action, and performance improvement plans.
- Foster a positive, supportive, and collaborative work environment where team members feel respected, engaged, and empowered to contribute to the success of the hospital.
- Promote a culture of accountability, professionalism, customer service excellence, teamwork, and continuous improvement.
- Model and enforce hospital policies, procedures, and behavioral expectations.
Operations and Workflow Management:
- Oversee daily operations of the call center, reception, check-in, check-out, and emergency reception areas to ensure efficient and consistent service delivery.
- Monitor workflow, client wait times, phone metrics, and service levels, adjusting as needed to support operational efficiency and client satisfaction.
- Develop, implement, and maintain standardized procedures and workflows for Customer Service functions in collaboration with leadership.
- Identify operational challenges and develop, recommend, and implement solutions that improve service, efficiency, and team performance in collaboration with leadership.
- Ensure accurate completion of client communications, appointment scheduling, registration, financial transactions, and related administrative functions.
- Coordinate departmental coverage and resources during periods of high volume, emergencies, staffing shortages, and operational disruptions.
Client Service and Financial Oversight:
Provide direct client service support while overseeing Customer Service team members in the delivery of exceptional client care, accurate financial processes, and compliance with hospital policies and procedures.
- Serve as the departmental point of escalation for client concerns, complaints, and service recovery efforts; investigate issues, coordinate resolutions, and ensure appropriate follow-up.
- Support clients and guide team members in assisting clients during emergencies, end-of-life decisions, euthanasia appointments, and pet loss with professionalism, compassion, and empathy while ensuring adherence to hospital procedures.
- Ensure accurate communication of treatment estimates, deposits, payment policies, financing options, emergency and holiday fees, and approved payment arrangements.
- Oversee financial transactions performed by the Customer Service team, including invoicing, payment collection, refunds, merchandise returns, cash handling, credit card processing, and end-of-day reconciliation procedures.
- Review and resolve account discrepancies in collaboration with Accounting and hospital leadership while maintaining accurate documentation and protecting client financial information.
- Ensure compliance with hospital policies related to prescription pickups, controlled substance verification requirements, refrigerated medication handling, and referral of medical or refill questions to appropriate clinical staff.
- Monitor customer service standards and client satisfaction, identifying opportunities to improve client experiences and strengthen client relationships.
Training and Development:
- Coordinate onboarding and training programs for new Customer Service team members.
- Assess training needs and provide ongoing education, coaching, and development opportunities to enhance team performance and consistency.
- Maintain and update departmental training materials, reference resources, and standard operating procedures.
- Support cross-training initiatives to improve departmental flexibility and coverage.
- Ensure team members are trained on hospital policies, customer service standards, phone procedures, financial processes, and applicable software systems.
Cross-Department Collaboration:
- Collaborate with department managers and hospital leadership to ensure consistent expectations, communication, and service standards across the organization.
- Serve as a resource for team members in resolving client service concerns and operational issues.
- Work closely with clinical teams to ensure efficient patient flow, accurate communication, and seamless client experiences.
- Participate in management meetings, leadership initiatives, and hospital-wide projects as assigned.
Phone System and Administrative Support:
- Serve as the primary point of contact for the hospital’s phone systems, related hardware, and related vendors, coordinating support, troubleshooting, training, and issue resolution.
- Monitor phone system performance and call center operations to ensure reliability and effective client communication.
- Oversee office supply inventory, ordering, and stocking to support uninterrupted hospital operations.
- Coordinate copier, printer, and other office equipment support, including vendor communication, troubleshooting, maintenance requests, and user assistance.
- Develop and maintain procedures related to phone operations and administrative support functions.
Quality Assurance and Communication:
- Monitor service quality, workflow efficiency, documentation accuracy, and operational performance; identify trends and implement corrective actions as needed.
- Monitor and analyze departmental performance metrics, including phone response times, abandoned call rates, client wait times, staffing utilization, and other key performance indicators; develop and implement action plans to address performance gaps.
- Review client feedback, service concerns, workflow delays, operational challenges, and training needs to develop and implement process improvements.
- Communicate departmental updates, operational changes, policy revisions, and organizational initiatives clearly and consistently to team members.
- Ensure staff understanding of expectations, procedures, and performance standards through regular communication, coaching, and follow-up.
- Report staffing, operational, client service, or compliance concerns to leadership in a timely manner.
- Prepare and maintain departmental reports, records, and documentation as required.
Compliance and Professional Standards:
- Ensure compliance with hospital policies, confidentiality requirements, workplace safety standards, and applicable regulations.
- Maintain confidentiality of employee, client, patient, and hospital information and ensure compliance with applicable privacy and record-handling requirements.
- Uphold and enforce hospital standards related to professionalism, customer service, workplace safety, integrity, and ethical conduct.
- Support organizational initiatives designed to improve client experience, employee engagement, operational efficiency, and quality of service.
- Perform other duties, responsibilities, and projects as assigned to support the needs of the hospital.
Qualifications
Required Qualifications:
- High school diploma or equivalent.
- Minimum of three (3) years of supervisory or management experience, preferably in a veterinary, healthcare, customer service, call center, or multi-department environment.
- Demonstrated experience leading, coaching, and developing employees while managing performance and accountability.
- Strong customer service, conflict resolution, and problem-solving skills.
- Experience managing schedules, staffing levels, and operational workflows in a fast-paced environment.
- Knowledge of cash handling, payment processing, financial reconciliation, and customer account management.
- Strong verbal and written communication skills with the ability to effectively interact with clients, team members, managers, and vendors.
- Ability to handle confidential and sensitive information with professionalism and discretion.
- Strong organizational skills, attention to detail, and ability to prioritize multiple responsibilities.
- Proficient in Microsoft Office applications, including Outlook, Word, Excel, and Teams.
- Ability to learn and effectively utilize veterinary practice management software, phone systems, and other business applications.
- Ability to work a flexible schedule as needed to support hospital operations, including occasional evenings, weekends, and holidays.
Preferred Qualifications:
- Previous experience in a veterinary hospital, animal healthcare, emergency veterinary, medical, or healthcare setting.
- Experience managing customer service, reception, or call center operations.
- Experience with veterinary practice management software and multi-line phone systems.
- Experience with employee recruitment, onboarding, performance management, and corrective action processes.
- Associate or bachelor’s degree in business, healthcare administration, management, or a related field.
Knowledge, Skills, and Abilities:
- Knowledge of client financing programs, payment options, and healthcare-related financial processes.
- Ability to lead by example and maintain a professional, positive, and service-oriented attitude.
- Ability to remain calm, professional, and effective during high-stress, emotional, or emergency situations.
- Ability to exercise sound judgment and make independent decisions within established policies and procedures.
- Strong interpersonal skills with the ability to build relationships and collaborate across departments.
- Ability to analyze operational challenges, identify solutions, and implement process improvements.
- Commitment to providing exceptional service to clients, patients, and team members.
- Ability to train, coach, motivate, and hold employees accountable to performance and behavioral expectations.
Work Environment and Physical Requirements
Work Environment:
- Work is performed in a veterinary hospital environment with frequent interaction with clients, patients, team members, and vendors.
- Regular exposure to emotional or high-stress situations, including medical emergencies, critically ill patients, end-of-life discussions, and client concerns.
- Frequent interruptions and competing priorities requiring the ability to adapt quickly and maintain professionalism.
- Exposure to noise, odors, animal dander, cleaning chemicals, and other conditions commonly found in a veterinary hospital.
- Frequent interaction with animals of varying sizes, breeds, temperaments, and medical conditions.
- Must be able to work a flexible schedule based on operational needs, which may include evenings, weekends, holidays, and occasional on-call support.
Physical Requirements:
- Ability to sit, stand, and walk for extended periods throughout the workday.
- Ability to move between departments and work areas frequently throughout the hospital.
- Ability to bend, stoop, kneel, reach, twist, and climb stairs as needed.
- Ability to lift, carry, push, and/or pull up to 25 pounds regularly and up to 50 pounds occasionally with or without reasonable accommodation.
- Ability to operate standard office equipment, including computers, phones, printers, copiers, and other administrative equipment.
- Ability to type, write, and file.
- Ability to communicate effectively in person, by telephone, and through electronic communications.
- Ability to read, analyze, and interpret written documents, reports, schedules, and computer screens.
- Ability to maintain focus and productivity in a fast-paced, high-volume environment with frequent interruptions.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.
The duties and responsibilities described above are representative of the position but are not intended to be all-inclusive. Additional duties may be assigned, and responsibilities may change based on the needs of the hospital. This document does not constitute an employment contract.
Customer Service Manager – West
About Wilson Veterinary Hospital:
Wilson Veterinary Hospital is a privately owned small animal hospital providing general practice, emergency and urgent care, hospitalization, surgery, and specialty services. We are committed to quality veterinary care at affordable prices and a positive, supportive work environment.
Reports to: Hospital Administrator
Hours: Full-time
Department: Customer Service
Supervises: Customer Service Representatives
Position Summary:
The Customer Service Manager leads the Customer Service team in our West building, ensuring exceptional service for clients, patients, and team members. This role oversees all customer service operations, including the call center, check-in, check-out, and emergency reception areas. Responsibilities include staffing, scheduling, training, coaching, performance management, and oversight of daily workflows to ensure accurate, compassionate, and efficient service.
The Customer Service Manager works closely with the other hospital leaders and team members across departments and shifts to promote collaboration, maintain consistent expectations, and support hospital operations. This position is also responsible for the administration and support of the hospital’s phones and phone systems, coordination of office supply inventory and stocking, and oversight of copier and printer support to ensure uninterrupted business operations.
Essential Functions
Team Leadership and Staffing:
- Develop, maintain, and adjust CSR schedules to ensure adequate staffing coverage across all customer service functions and shifts.
- Direct daily CSR assignments and maintain appropriate staffing coverage for phones, reception, check-in, check-out, emergency reception, breaks, lunches, and shift transitions, adjusting resources based on patient volume and operational needs.
- Address call-offs, coverage gaps, schedule changes, and time-off requests in accordance with hospital policies and staffing guidelines.
- Monitor attendance, punctuality, productivity, and timecard accuracy; address concerns promptly and ensure appropriate documentation.
- Participate in recruiting, interviewing, hiring, onboarding, training, and retention of Customer Service team members in partnership with Human Resources and hospital leadership.
- Provide ongoing coaching, mentoring, performance feedback, and formal performance evaluations. Document performance concerns and partner with Human Resources on employee relations, corrective action, and performance improvement plans.
- Foster a positive, supportive, and collaborative work environment where team members feel respected, engaged, and empowered to contribute to the success of the hospital.
- Promote a culture of accountability, professionalism, customer service excellence, teamwork, and continuous improvement.
- Model and enforce hospital policies, procedures, and behavioral expectations.
Operations and Workflow Management:
- Oversee daily operations of the call center, reception, check-in, check-out, and emergency reception areas to ensure efficient and consistent service delivery.
- Monitor workflow, client wait times, phone metrics, and service levels, adjusting as needed to support operational efficiency and client satisfaction.
- Develop, implement, and maintain standardized procedures and workflows for Customer Service functions in collaboration with leadership.
- Identify operational challenges and develop, recommend, and implement solutions that improve service, efficiency, and team performance in collaboration with leadership.
- Ensure accurate completion of client communications, appointment scheduling, registration, financial transactions, and related administrative functions.
- Coordinate departmental coverage and resources during periods of high volume, emergencies, staffing shortages, and operational disruptions.
Client Service and Financial Oversight:
Provide direct client service support while overseeing Customer Service team members in the delivery of exceptional client care, accurate financial processes, and compliance with hospital policies and procedures.
- Serve as the departmental point of escalation for client concerns, complaints, and service recovery efforts; investigate issues, coordinate resolutions, and ensure appropriate follow-up.
- Support clients and guide team members in assisting clients during emergencies, end-of-life decisions, euthanasia appointments, and pet loss with professionalism, compassion, and empathy while ensuring adherence to hospital procedures.
- Ensure accurate communication of treatment estimates, deposits, payment policies, financing options, emergency and holiday fees, and approved payment arrangements.
- Oversee financial transactions performed by the Customer Service team, including invoicing, payment collection, refunds, merchandise returns, cash handling, credit card processing, and end-of-day reconciliation procedures.
- Review and resolve account discrepancies in collaboration with Accounting and hospital leadership while maintaining accurate documentation and protecting client financial information.
- Ensure compliance with hospital policies related to prescription pickups, controlled substance verification requirements, refrigerated medication handling, and referral of medical or refill questions to appropriate clinical staff.
- Monitor customer service standards and client satisfaction, identifying opportunities to improve client experiences and strengthen client relationships.
Training and Development:
- Coordinate onboarding and training programs for new Customer Service team members.
- Assess training needs and provide ongoing education, coaching, and development opportunities to enhance team performance and consistency.
- Maintain and update departmental training materials, reference resources, and standard operating procedures.
- Support cross-training initiatives to improve departmental flexibility and coverage.
- Ensure team members are trained on hospital policies, customer service standards, phone procedures, financial processes, and applicable software systems.
Cross-Department Collaboration:
- Collaborate with department managers and hospital leadership to ensure consistent expectations, communication, and service standards across the organization.
- Serve as a resource for team members in resolving client service concerns and operational issues.
- Work closely with clinical teams to ensure efficient patient flow, accurate communication, and seamless client experiences.
- Participate in management meetings, leadership initiatives, and hospital-wide projects as assigned.
Phone System and Administrative Support:
- Serve as the primary point of contact for the hospital’s phone systems, related hardware, and related vendors, coordinating support, troubleshooting, training, and issue resolution.
- Monitor phone system performance and call center operations to ensure reliability and effective client communication.
- Oversee office supply inventory, ordering, and stocking to support uninterrupted hospital operations.
- Coordinate copier, printer, and other office equipment support, including vendor communication, troubleshooting, maintenance requests, and user assistance.
- Develop and maintain procedures related to phone operations and administrative support functions.
Quality Assurance and Communication:
- Monitor service quality, workflow efficiency, documentation accuracy, and operational performance; identify trends and implement corrective actions as needed.
- Monitor and analyze departmental performance metrics, including phone response times, abandoned call rates, client wait times, staffing utilization, and other key performance indicators; develop and implement action plans to address performance gaps.
- Review client feedback, service concerns, workflow delays, operational challenges, and training needs to develop and implement process improvements.
- Communicate departmental updates, operational changes, policy revisions, and organizational initiatives clearly and consistently to team members.
- Ensure staff understanding of expectations, procedures, and performance standards through regular communication, coaching, and follow-up.
- Report staffing, operational, client service, or compliance concerns to leadership in a timely manner.
- Prepare and maintain departmental reports, records, and documentation as required.
Compliance and Professional Standards:
- Ensure compliance with hospital policies, confidentiality requirements, workplace safety standards, and applicable regulations.
- Maintain confidentiality of employee, client, patient, and hospital information and ensure compliance with applicable privacy and record-handling requirements.
- Uphold and enforce hospital standards related to professionalism, customer service, workplace safety, integrity, and ethical conduct.
- Support organizational initiatives designed to improve client experience, employee engagement, operational efficiency, and quality of service.
- Perform other duties, responsibilities, and projects as assigned to support the needs of the hospital.
Qualifications
Required Qualifications:
- High school diploma or equivalent.
- Minimum of three (3) years of supervisory or management experience, preferably in a veterinary, healthcare, customer service, call center, or multi-department environment.
- Demonstrated experience leading, coaching, and developing employees while managing performance and accountability.
- Strong customer service, conflict resolution, and problem-solving skills.
- Experience managing schedules, staffing levels, and operational workflows in a fast-paced environment.
- Knowledge of cash handling, payment processing, financial reconciliation, and customer account management.
- Strong verbal and written communication skills with the ability to effectively interact with clients, team members, managers, and vendors.
- Ability to handle confidential and sensitive information with professionalism and discretion.
- Strong organizational skills, attention to detail, and ability to prioritize multiple responsibilities.
- Proficient in Microsoft Office applications, including Outlook, Word, Excel, and Teams.
- Ability to learn and effectively utilize veterinary practice management software, phone systems, and other business applications.
- Ability to work a flexible schedule as needed to support hospital operations, including occasional evenings, weekends, and holidays.
Preferred Qualifications:
- Previous experience in a veterinary hospital, animal healthcare, emergency veterinary, medical, or healthcare setting.
- Experience managing customer service, reception, or call center operations.
- Experience with veterinary practice management software and multi-line phone systems.
- Experience with employee recruitment, onboarding, performance management, and corrective action processes.
- Associate or bachelor’s degree in business, healthcare administration, management, or a related field.
Knowledge, Skills, and Abilities:
- Knowledge of client financing programs, payment options, and healthcare-related financial processes.
- Ability to lead by example and maintain a professional, positive, and service-oriented attitude.
- Ability to remain calm, professional, and effective during high-stress, emotional, or emergency situations.
- Ability to exercise sound judgment and make independent decisions within established policies and procedures.
- Strong interpersonal skills with the ability to build relationships and collaborate across departments.
- Ability to analyze operational challenges, identify solutions, and implement process improvements.
- Commitment to providing exceptional service to clients, patients, and team members.
- Ability to train, coach, motivate, and hold employees accountable to performance and behavioral expectations.
Work Environment and Physical Requirements
Work Environment:
- Work is performed in a veterinary hospital environment with frequent interaction with clients, patients, team members, and vendors.
- Regular exposure to emotional or high-stress situations, including medical emergencies, critically ill patients, end-of-life discussions, and client concerns.
- Frequent interruptions and competing priorities requiring the ability to adapt quickly and maintain professionalism.
- Exposure to noise, odors, animal dander, cleaning chemicals, and other conditions commonly found in a veterinary hospital.
- Frequent interaction with animals of varying sizes, breeds, temperaments, and medical conditions.
- Must be able to work a flexible schedule based on operational needs, which may include evenings, weekends, holidays, and occasional on-call support.
Physical Requirements:
- Ability to sit, stand, and walk for extended periods throughout the workday.
- Ability to move between departments and work areas frequently throughout the hospital.
- Ability to bend, stoop, kneel, reach, twist, and climb stairs as needed.
- Ability to lift, carry, push, and/or pull up to 25 pounds regularly and up to 50 pounds occasionally with or without reasonable accommodation.
- Ability to operate standard office equipment, including computers, phones, printers, copiers, and other administrative equipment.
- Ability to type, write, and file.
- Ability to communicate effectively in person, by telephone, and through electronic communications.
- Ability to read, analyze, and interpret written documents, reports, schedules, and computer screens.
- Ability to maintain focus and productivity in a fast-paced, high-volume environment with frequent interruptions.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.
The duties and responsibilities described above are representative of the position but are not intended to be all-inclusive. Additional duties may be assigned, and responsibilities may change based on the needs of the hospital. This document does not constitute an employment contract.
