Customer Service Representative Supervisor na undefined

Job Description 

Quakertown Veterinary Clinic is seeking a CSR Supervisor. The CSR Supervisor is responsible for the operational management and development of Customer Service Representative services across our organization. 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.

Essential Duties & Responsibilities:

Leadership and Management:

• 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.

Operational Oversight:

• 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.

Patient Care and Client Service:

• 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.

Training and Development:

• 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.

Budget and Resource Management:

• 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.

Preferred Education & Experience

The ideal candidate will have

• High school diploma or equivalent

• Previous veterinary industry experience preferred

Competencies

• 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.