VCA Veterinary Specialists of the Valley is an AAHA-accredited, Emergency/Specialty hospital located in beautiful Woodland Hills, CA.

We are seeking a highly experienced professional to join our leadership team as a Client Service Manager.

The role demands a leader with the interpersonal and organizational skills to continue achieving our goals of delivering excellent patient care and customer service to both our clients and referring veterinarians.

The successful candidate will have experience with Direct Client Service.

The Client Service Manager—in partnership with the Hospital Administrator, the Medical Directors, and the entire management team—performs a wide range of activities related to the practice. The Client Services Manager will provide leadership to both the CSR and Doctor's Assistant Teams, ensuring that they have the resources and tools necessary to create and maintain positive and safe work environments, and a motivated, efficient team. They will work with the management team, staff, and doctors on an ongoing basis to assess and monitor needs, accomplish goals, and improve the overall integration of all staff into the VCA VSV team. The Client Service Manager must support the hospital’s mission of delivering high quality patient care and exceptional client service.

Skills and Qualifications

• Knowledge of sales and marketing techniques.
• Excellent verbal and written communication skills, especially to a diverse range of audiences and settings.
• The ability to make decisions, delegate responsibility and achieve results with hospital team members.
• Professional comportment and appearance, with excellent interpersonal skills and a friendly, positive presence.
• Respect for and willingness to work with clients and their pets.
• Must be able to handle multiple tasks and deal with an environment of changing priorities.
 
Job Responsibilities

*Staff Management

*Provide leadership to a team of Specialty and Emergency Client Service Representatives and Doctor's Assistants.

*Create a positive, safe and efficient work environment by providing and promoting clear communication between management, department representatives and all staff. 

*Be the go-to person for department representatives and Client Service Representatives to help them in their roles at VCA VSV as well as with their personal and professional growth when able/when appropriate. 

*Responsible for creating and maintaining the monthly staff schedules including managing callouts, vacation requests and adjusting the schedule to reflect the changing needs of the hospital. 

*Establish staffing needs and submit requests for hiring additional/replacement full and part time positions.  

*Maintain a recruitment database when not manageable in workday. 

*Provide guidance to the CSRs and DAs for employee onboarding and overall integration into the VSV team.  

*Responsible for both praise and progressive discipline when required, in conjunction with the HA and HR. 

*Business Operations includes managing the day-to-day operations and flow of the CSR and DA Teams 

*Monitoring the staff requirements to ensure the efficient operation of the department. 

*Responsible for working with the administrative staff to manage the accounts receivable, inventory, equipment purchases requirements, and the monthly reporting requirements for the Management Committee. 

*Representation of the Client Service Representatives by attendance at various hospital meetings, as required. 

*Oversight of financial estimates and all proper accounting.

Preferred Experience:

2 years as an acting supervisor at a veterinary clinic.

Strong client service experience / conflict resolution

BENEFITS:

$72K-$80K depending on experience level. We offer competitive compensation and great benefits for eligible employees, including medical/dental, generous personal pet care discounts and more!

Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!

Physical Demands:

Work is generally performed in an office environment. Ability to stand for long periods of time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development) and supporting the hospital’s mission of delivering high quality patient care and exceptional client service.

If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.

Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!

The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development).

We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at vcacareers.com.