Customer Service Representative Supervisor

Responsible for the operational management and development of Customer Service Representative. This leadership role requires exceptional management skills, a deep understanding of veterinary care, and a commitment to promoting excellence in patient care and client service.

• Be a key leader shaping the client and patient experience
• Work in a collaborative, mission-driven veterinary environment
• Lead, mentor, and grow a high-performing CSR team

• Provide leadership and direction for the CSR team, overseeing the recruitment, training, and performance management of a large team of CSR’s.
• Develop and implement policies, procedures, and protocols to ensure the highest standards of patient care, safety, and efficiency.
• Foster a culture of excellence, collaboration, and continuous improvement among CSR’s, promoting professional development and employee engagement.
• Write and give annual reviews to all team members.
• Handle and document all disciplinary issues.
• Approve and monitor PTO and time cards/corrections.
• Monitor and address any workers comp incidents personally address complaints and concerns from other team members or management.
• Attend monthly supervisor meetings.
• Other duties as assigned, in accordance with organizational policies and ethical standards.

• Direct the day-to-day operations of CSR services, ensuring smooth workflow, optimal resource utilization, and timely completion of tasks.
• Coordinate staffing schedules, assignments, and workload distribution to meet the needs of our animal patients and clients.
• Monitor key performance indicators, productivity metrics, and service quality standards, implementing strategies to optimize performance and achieve organizational goals.

• Ensure that all CSR’s deliver compassionate, high-quality care to our clients, and patients, adhering to veterinary protocols and best practices.
• Act as a liaison between CSR’s, veterinarians, and other departments to facilitate effective communication and coordination of care.

• Develop and oversee comprehensive training programs for CSR’s, covering customer service and professional development.
• Provide ongoing coaching, mentoring, and feedback to support the growth and advancement of the CSR’s in their careers.
• Stay abreast of industry trends, emerging technologies, and best practices in customer service.

• Develop and manage departmental budgets, ensuring fiscal responsibility and alignment with organizational priorities.
• Identify opportunities for cost savings, revenue generation, and operational efficiencies within CSR services.

• High school diploma or equivalent
• Previous veterinary industry experience preferred

• Minimum of 3 years of progressive leadership experience in veterinary services, with a focus on managing large teams.
• Strong knowledge of veterinary medicine, clinical protocols, and regulatory requirements governing animal care.
• Excellent leadership, communication, and interpersonal skills, with the ability to inspire and motivate a diverse team of Customer service professionals.
• Proven track record of organizational development and performance improvement in a healthcare or veterinary setting.
• Proficiency in budget management, financial analysis, and resource allocation.
• Ability to collaborate effectively with interdisciplinary teams and stakeholders to achieve common goals.

To perform this job successfully, an individual will need to gain knowledge of the Impromed system, and various Microsoft Office programs. Previous veterinary practice systems experience is a plus.

While performing the duties of this job, the employee is regularly required to sit, stand, and walk; also to talk and hear. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.