Office Manager/Customer Experience Manager

Reporting to the Hospital Manager, the Customer Experience Manager is responsible for assisting the Hospital Manager within our fast-paced, multi-doctor veterinary hospital. The Customer Experience Manager will be responsible for overseeing the day to day operations of our office. They will assist the Hospital Manager with HR functions including, training, performance management, and instituting/maintaining compliance with policies and procedures that ensure efficient and safe practices within the hospital environment, provide support to the team and balance the workflow as well as other administrative tasks and client relations tasks.

Job Duties and Responsibilities

• Maintain a positive attitude in all interactions with clients, pets, and teammates.
• Ability to manage current CSRs and train new CSRs
• Assists with client complaints in the absence of manager.
• Possess and expresses a genuine love for animals and for working in an animal care environment.
• Maintain a professional, friendly demeanor while on the job.
• Perform job tasks promptly and efficiently when asked. Promote a positive attitude among staff.
• Participate in staff and training meetings.
• Ability to work in a highly collaborative environment and commitment to building relationships with colleagues, clients, and the community is required.
• Create weekly CSR schedules and finding coverage during callout
• Assisting in scheduling diagnostics for patients when necessary
• Answering and correctly handling phone calls
• Utilize PIMS system effectively for patient medical record keeping.
• Utilize AllyDVM to streamline scheduling, appointment confirmations, client communications, reminders, etc.
• Reconcile End of Day reports and check daily deposits.
• Proactively demonstrate the ability to show empathy towards clients and treat pets with compassion and respect.
• Address and work to resolve employee conflict and behavior.
• Possess excellent communication and conflict management skills.
• Experience leading a diverse work force and establishing a positive team environment.
• Experience leading a team in a veterinary environment is a preferred but not required
• Flexible scheduling including weekends, no holiday shifts required.
• Veterinary experience strongly preferred but not required.

• Salary range $17.00-$22.00 (based on experience)
• Competitive Health Care Benefits (Medical, Dental, & Vision)
• Retirement Plan options (401K)
• Discounted Pet insurance rates
• Uniform allowance
• Paid Time Off
• Discounted Veterinary Care
• EAP (Employee Assistance Program) + Access to Headspace Care
• Opportunity to make an impact in your community while tackling a challenging variety of tasks and the ability to help animals among a great team of people.