Ethos Veterinary Health
Customer Service Supervisor
Client Services - Monroeville, PA - Full Time
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Our mission at Avets is to provide state of the art medicine and compassionate care for pets and the people who love them.
We are looking for full-time Customer Service Supervisor to join our team! The purpose of this role is to ensure that Avets’ clients, both pet owners and referring veterinarians, experience the highest level of customer service. The Customer Service Supervisor should continually look for ways to improve the delivery of our services to ensure respectful, compassionate and effective assistance in all situations and demonstrate dedication to fostering a team environment within the hospital.
The Customer Service Supervisor must have good communication skills and a strong professional relationship with all staff in order to perform the work as delegated and produce quality results. An intimate knowledge of the day-to-day functions of the hospital and client service skills are a must. This position requires a dependable, high-energy person who can handle multiple tasks at one time in a high stress environment.
This is a 40 hour/week position, primarily on daylight shifts but does not exclude some midshift/overnight training when necessary for new hires or to ensure appropriate staffing. Some schedule flexibility is possible as approved by the Specialty Departments Manager.
Key Responsibilities:
• Elevate Client Service: Partner with leadership to deliver an outstanding, personalized client experience for every visit.
• Foster Team Communication: Facilitate clear and timely communication between client care, medical teams, and specialists for a seamless workflow.
• Lead interviewing, onboarding, and training of new Client Care Coordinators (CCCs).
• Schedule the CCCs and Referral Services Coordinators (RSCs) to ensure effective coverage.
• Plan, prioritize and delegate daily work tasks to ensure proper functioning of the client services department.
• Act as first point of contact for client complaints during your shift.
• Escalate complaints to Office Manager as needed. Work with other department supervisors to resolve issues that coincide with the front desk.
• Maintain awareness of daily referral activity and associated opportunities to increase case load.
• Identify opportunities for improvement; train and coach support staff in standard policies, procedures, and best practices relating to customer service.
• Provide effective supervision with equal and fair treatment while enforcing the hospital’s policies and procedures.
• Participate in hospital leadership and department meetings as directed. Ensure CCC Meetings address necessary issues on a monthly basis. This includes conducting monthly 1:1 meetings with each CCC and RSC to ensure effective progress through training and provide ongoing coaching and support. Effectively communicate and document progress, concerns and problems to management.
• Ensure that project/department milestones/goals are met and adhered to.
• Maintain strict confidentiality of information related to operations, financial matters and personnel management issues.
• Ensure client areas of the hospital are clean and properly stocked.
• Adhere to all OSHA guidelines and safety procedures as defined in the Safety Manual.
• Perform other job duties as assigned in order to support the ongoing operations of the hospital.
• Administrative responsibilities, i.e. Time and Attendance tracking and verbal/written warnings.
Qualifications:
• Maintains in-depth knowledge of customer service principles and practices.
• 3-5 years of experience resolving heightened customer service issues.
• Able to confidently direct the work of others. Pervious supervisory experience preferred.
• Ability to calm and efficient in a high stress environment; be adaptable and overcome challenging situations
• Must have intermediate computer skills with ability to navigate new software.
• Excellent decision making, problem analysis and problem-solving skills.
• Ability to work well within a team environment.
• Exhibits the ability to stay calm and efficient during stressful situations and medical crises.
Benefits:
• Medical/Dental/Vision
• 401(k) with a company match!
• Employee assistance program
• Flexible schedule
• FSA/HAS
• Life insurance
• Disability insurance
• Paid time off
• Professional development assistance
• Referral program
For more information about our hospital please go to our website- https://www.avets.com/
Ethos Veterinary Health is at the forefront of innovation and world-class medicine. As the premier network of over 140 specialty and emergency hospitals across North America, Ethos brings together a dedicated community of more than 1,500 specialized doctors providing care for nearly 2 million pets annually. The integrated and collaborative network of veterinary professionals utilize state-of-the-art technology and a scientific, evidence-based approach to deliver compassionate, unparalleled care and rewarding careers. Committed to revolutionizing veterinary medicine, Ethos sets the standard in veterinary excellence. Discover more at EthosVet.com..
Ethos Veterinary Health offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees. The team can provide more information about compensation and benefits for your specific location during the process. For positions based in Colorado, Ethos Veterinary Health provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.
Ethos Veterinary Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.
