CLIENT SERVICE SUPERVISOR

First Coast No More Homeless Pets is looking to expand the leadership team and welcome a client service supervisor to join our life-saving team!

The role of the Client Service Supervisor is to lead a team of client service representatives that provide exceptional customer service in a fast paced, high volume atmosphere.

The ability to promote a productive, calm, and positive work environment is essential for success in this role.

Major Duties:

I. Promote positive teamwork through:

· Always keeping FCNMHP mission in the forefront and when making decisions.

· Strong leadership and supervision of the client service representatives.

· Oversight of the daily front office operation, including delegating daily tasks to each employee. This ensures daily checklist and required duties are completed in an acceptable manner.

· Lead by example in setting standards of performance that keeps the reception area and the hospital running smoothly. Ensure excellent customer service and help to manage the flow of clients that are at the front desk or waiting in the lobby.

· Set standards of performance that must be met to effectively keep the hospital running smoothly. Manage the appointment wait times while ensuring that the walk-ins are being seen and assessments are being maintained as needed.

· Be an active part of the CSR daily routine. Be present. Including hosting huddle.

· “Real time” instruction and training to CSRs.

· Assisting in the area of discipline. Address and mediate employee conflict as appropriate. Be fair and impartial to each employee in regards to scheduling and implementing discipline.

· Setting and maintaining the work schedule for the front office staff. This needs to be posted 2 weeks in advance. Able to fill in when needed.

· Be an active part of interviewing/hiring process.

· Process information that you are observing and are provided by your team to create 90-day evaluations and annual evaluations for team member reviews.

· Foster growth opportunities leading to advancement.

· Building positive working relationships between team members. This is essential.

· Be a liaison between technician and CSR with situations that might arise.

· Diffuse difficult client situations while being kind.

II. Financial responsibilities include:

· Control the financial practices and provide oversight of 3rdparty and internal payment services, including ScratchPay, Varidi Financial, Internal Payment Agreements.

· Ensure payments are posted and received on time.

· Maintain real time documentation of charitable funds cases.

· Maintain electronic records for rabies logs that are thorough and accurate.

· Review and update open invoices weekly.

· Provide timely resolution to any discrepancies with daily cashier reports.

· Maintain full inventory of prevention products.

· Accurate completion of End of month reports submitted to practice manager.

III. Participate in team leader meetings and collaborate with leaders to improve team efficiency and protocols, and assist in developing methods designed to improve the morale of the receptionist staff. Client service representatives need to know they are vital to the operation of this business and are appreciated.

IV. Keep practice manager advised of potential/current situations.

V. Assist with any additional administrative tasks when necessary.

VI. Always represent yourself with the “FCNMHP Top Ten Rules to Live by”.

The mission of First Coast No More Homeless Pets is to make veterinary care affordable and accessible to all as we save lives by keeping dogs and cats in homes and out of shelters, provide low-cost spay/neuter services with emphasis on feral/community cats, and deliver a broad range of related programs and services.

Job Type: Full-time

Pay: $18.00 - $21.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Weekends as needed

Experience:

• Customer service: 1 year (Required)
• Supervisory: 2 years (Preferred)

Ability to Relocate:

• Jacksonville, FL 32208: Relocate before starting work (Required)

Work Location: In person