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Client Care Specialist - Phone Room Supervisor

Veterinary Specialty Hospital (VSH) is looking a full-time Call Center Supervisor to join our Client Care Specialist (CCS) team.

About Veterinary Specialty Hospital (VSH):  At VSH our mission is to advance the veterinary profession through our leadership in medicine, education, business and promotion of the human-animal bond. We strive to bring together caring, warm and intelligent people who love to serve and help and are among the best in their field. 

About Job:

Supervises the day-to-day activities of the department while recommending changes and enhancements in support of the needs of the call center.  Embodies the VSH culture, affording every client with the utmost courteous and attentive treatment.  Presents a keen sensitivity to the emotional bond between owners and their pets.

  • Sets the example for exceptional customer service skills.
  • Sets the standard for attendance and punctuality.
  • Demonstrates ability to exceed performance standards for work quality and efficiency.
  • Prepares and assigns work schedules ensuring that staffing requirements are met.  Responds with urgency to call volume influxes.
  • Collects and posts individual and team statistical data to motivate and inform staff.
  • Makes and is responsible for real-time decisions necessary to deliver exceptional client service.
  • Maintains a thorough and current knowledge of IVG facilities and Call Center functions, protocols and procedures.
  • Collect data and analyze trends.  Recommends enhancements and modifications to protocols and procedures to gain efficiency, enhance services to clients and improve call center performance.
  • Continues to build on an understanding of common medical conditions, illnesses, and emergency situations as well as pharmaceuticals, diets and products used in veterinary medicine.  Shares learning with staff to enhance their effectiveness and expand their knowledge base.
  • Demonstrates the ability to handle clients in difficult and sensitive situations.  Applies good judgment to make decisions that balances the policies of the company with the needs of the client/patient.
  • Demonstrates the ability to comfortably discuss instructions and other doctor recommendations with clients.
  • Participate in selection, interviewing, and hiring of liaison staff.
  • Train, monitor, develop and evaluate staff performance in all Call Center functions, including but limited to: customer service/hospitality; liaison protocols; teamwork; accuracy and efficiency; company policies, financial policies and cleanliness.
  • Maintains client and patient confidentiality at all times.
  • Other duties as assigned.

About You:

  • One year experience in management experience Required
  • One year proven experience managing multiple phone lines Required
  • One year of customer service experience in a veterinary practice, specialty/emergency preferred
  • Ability to work in a fast paced, highly collaborative environment and commitment to develop long-term relationships with colleagues, clients, and community is required
  • Detail oriented with good organizational, communication and time management skills

Benefits of Working at VSH:

  • Compensation is based on experience and skill level.
  • Full-time benefits include pet insurance, health, dental, vision, disability and life insurances, flex-spending accounts, 401(k), Employee Assistance Program, paid time off, uniforms, and a generous CE allowance.



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