Job Description

** Job duties include, but are not limited to:**

The Customer Service Manager oversees the daily operations of the Client Service Representative (CSR) team while delivering an exceptional client experience. This working leadership role supports the Practice Manager by coaching and developing the front desk team, ensuring efficient workflows, and maintaining high standards of customer service.

The ideal candidate is a strong communicator, organized leader, and customer-focused professional who enjoys supporting a fast-paced veterinary hospital environment.

Responsibilities include, but are not limited to:

Team Leadership & Development

• Lead daily workflow and support CSR team productivity.
• Coach, train, and mentor Client Service Representatives.
• Assist with hiring, onboarding, and team development.
• Provide feedback and support a positive, accountable team culture.
• Partner with Practice Leadership to address client concerns and improve service.
• Assist with scheduling and front desk coverage needs.

Client Service & Front Desk Operations

• Provide exceptional client service while leading by example.
• Welcome clients and patients with a professional and compassionate approach.
• Schedule appointments, surgeries, and follow-up visits.
• Manage phone calls, client questions, and communication needs.
• Address client concerns and provide timely resolutions.
• Process invoices, payments, and maintain accurate client/patient records.
• Support appointment reminders, follow-ups, and hospital communications.

Operational Support

• Ensure front desk procedures and workflows are followed.
• Monitor front desk efficiency and support process improvements.
• Maintain accurate medical records and financial transactions.
• Utilize hospital systems and reporting tools to support daily operations.
• Collaborate with leadership to improve client satisfaction and hospital efficiency.
• Participate in meetings, training, and hospital initiatives.

Qualifications

** We’re looking for:**

Required Qualifications:

• High School Diploma or equivalent.
• Minimum of 2 years of veterinary client service experience.
• Flexible schedule availability based on hospital needs.
• Strong customer service, communication, and conflict resolution skills.
• Excellent organizational skills with the ability to multitask in a fast-paced environment.
• Ability to work independently while leading and supporting a team.
• Professional demeanor with strong attention to detail.
• Basic computer proficiency and ability to learn new systems.
• Open availability required

Preferred Qualifications:

• 1+ year of leadership, supervisory, or Lead CSR experience.
• Experience training, coaching, and developing team members.
• Knowledge of veterinary terminology and hospital operations.
• Experience with EzyVet practice management software.
• Familiarity with PetDesk, Vetstoria, or CallRail.

Additional Information

** We offer our staff:**

• Comprehensive Benefits (health, dental, vision, liability, 401k & 401K matching program, life & supplemental insurance, HSA, & FSA)
• Employee Assistance Program
• Paid Vacation and Sick Time for ALL Employees
• Paid Bereavement Program
• Paid Parental Leave Program
• Competitive Compensation
• Continuing Education Allowance (applies to licensed/registered/certified roles)
• Tuition Reimbursement Program Available to any AVMA Accredited Veterinary Technology Program
• Career Development Opportunities
• Referral Bonus Program for most positions!
• Additional Benefits May Also Be Available (i.e. Personal Pet Discounts, Holiday Pay, Uniform Allowance, Bonuses etc)
• Hiring eligibility may be contingent to a candidate authorizing and completing a satisfactory background check.

*Note – some benefits may only be available to or vary slightly for full time employment status vs part time status.

For additional details including our full equal opportunity statement, texting/outreach communication authorization, physical requirements of the job and more, please visit https://allianceanimal.com/additionaljobdescriptiondetails/.