Veterinary Client Experience Manager

The Virginia Veterinary Center in Short Pump, VA is hiring a full- time Client Experience Manager to join our outstanding team!

Compensation: $60,00-75,000 (based on experience & skill set)
Schedule: Monday- Friday with availability to address urgent concerns when not at work.

Management preferred with a strong foundation in client service (veterinary medicine a plus!)

Position Overview:
The Client Experience Manager is responsible for ensuring the hospital delivers exceptional client experience. Provide leadership to the Client Service Department and ensure that all employees within that department adhere to hospital policies and procedures in addition to performing CSR duties.

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

​​​​​​​ Primary Responsibilities:

• Develop and implement policies and procedures necessary for meeting the requirements of clients and ensuring a satisfied clientele
• Work with other managers and supervisors to ensure all employees comply with set client service standards in carrying out job duties
• Responsible for the direct management of the Client Service Representatives, Hospital Coordinators, and Specialty Coordinators
• Responsible for the recruitment of new CSR and Coordinator team members and assist with their onboarding and orientation
• Responsible for overseeing the successful training of new and current Client Service Representatives and Coordinators
• Responsible for scheduling of all CSRs and Coordinators
• Responsible for weekly authorization of timesheets in DayForce, managing PTO, and managing labor costs of the department.
• Work with the Hospital Director to ensure that the flow of the hospital runs smoothly
• Resolve client complaints/ issues by listening to complaints and proffering solutions effective for satisfactory resolution. Involve the ER Director, Medical Director, and/or Hospital Director when appropriate
• Ensure that all financials including transactions, deposits, and end of day close outs are accurate and documented.
• Oversee and manage departmental scheduling
• Coach and counsel staff
• Execute disciplinary action as needed
• Attend departmental and management meetings
• Collaborates with marketing to ensure their work operations align with the objectives of the client services unit
• Manage client reviews and respond as needed
• Carry out surveys and research to evaluate customer satisfaction level and discover better techniques for ensuring a satisfied customer base
• Upholds VVC’s Core Values
• Performs all other duties as assigned

 

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.