Client Service Assistant Manager

Description:

Pieper Memorial Veterinary Center, a VECCS Level I Facility, located in Middletown, CT is looking for a Client Service Assistant Manager to play a key leadership role in overseeing the client service team and ensuring an exceptional standard of patient, client, and referral care.

This role is responsible for executing client service strategies, supporting daily front desk operations, and acting as a primary point of contact for client experience. The Client Service Assistant Manager also provides leadership, gathers feedback, and helps drive continuous improvement in client care and operational efficiency.

Our vision is simple: to make the community and the animals and people in it happier and healthier. If these values resonate with you, we encourage you to explore a role with us!

What to Expect:

• Commitment to Continuing Education: We want to retain and develop our talent to the best of our ability. You can expect numerous in-house CE opportunities, and any mentoring available to support and achieve your goals.
• Career Advancement: We pride ourselves on recognizing top talent and strong work ethic and if you demonstrate those things, you can expect to be promoted from within.
• Environment of Belonging: With so many specialties at your fingertips, it's easy to find where you fit. We also promote an environment of inclusivity so that everyone feels welcome.
• Environment of Collaboration: Our VECCS Level 1 Certified Hospital includes specialists in Emergency & Critical Care, Neurology, Internal Medicine, Oncology, Surgery, and Exotics and a full staff of experienced Emergency and Primary Care Veterinarians. With the support of their technicians, assistants, and liaisons the hospital teams work closely together to deliver the highest quality of care.

About You:

Pieper Memorial Veterinary Center is seeing a dedicated Client Service Assistant Manager who is responsible for providing professional and courteous phone support, including scheduling and responding to client inquiries, while consistently maintaining a high standard of client service. This role also includes leading and supporting the client service team in daily operations and demonstrating reliability, flexibility, and strong attendance.

Additionally, the Client Service Assistant Manager is expected to remain accessible to leadership for urgent operational needs, including off-hours situations, when necessary, support hospital operations during emergencies or staffing shortages, and perform other duties as assigned.

We strongly believe that veterinary medicine is a team sport, and we value collaboration from every staff member. Your voice, insight, and leadership will not only be welcomed they will make a real difference.

Primary Responsibilities

1. Client Service Team Development

Support hiring, onboarding, training, and development of Client Service Representatives (CSRs).
Create and manage staff schedules to ensure proper coverage and operational efficiency.
Provide ongoing coaching, performance feedback, and professional development opportunities.
Lead by example while actively participating in daily front desk operations.
Conduct performance evaluations and manage performance-related documentation and discipline.
Assist in resolving staff conflicts using effective communication and problem-solving techniques.
Foster a positive, collaborative, and respectful team environment.

2. Client Relations & Marketing

Ensure delivery of exceptional client service through strong communication and service standards.
Address client questions and concerns, utilizing advanced de-escalation skills when needed.
Maintain high-quality client service processes and identify opportunities for improvement.
Collaborate with leadership on marketing initiatives and client education materials.
Serve as a key contact for client concerns, escalating issues when appropriate.
Support VIP client service initiatives for referring veterinarians and community partners.
Oversee front office presentation, ensuring a clean, organized, and professional environment.
Monitor daily financial processes including closing, balancing, and deposits.

3. Practice Organization & Operations

Ensure accurate data entry and proper medical record documentation in compliance with legal standards.
Collaborate with inventory and other departments to support smooth operations.
Contribute to interdepartmental communication and efficiency.
Identify and implement process improvements to enhance client service and workflow.
Develop and assign productive tasks during slower periods.
Participate in meetings and contribute to overall client service strategy and planning.

Anticipated Schedule:
40 hours a week.
Weekends and Holidays are required.

Compensation:
$27.00-$30.00 an hour depending on experience.

What's in it for you?

Supportive culture with social events & team building
Competitive paid time off & holidays
Career Growth & Training Opportunities
Comprehensive medical, dental, and vision insurance
Mental Health Focused Services
401(k) plan with strong employer match
Up to 75% employee pet care discount
Annual uniform allowance
Team Building

We know it's not always easy to make a move. We treat all interviews as confidential and if a casual chat is more your style, we can do that too! We genuinely love what we do and the people we work with!

Requirements:

Strong background in client service, preferably in a veterinary or healthcare setting
Excellent verbal and written communication skills
Proven ability to lead, coach, and develop team members
Highly organized with strong attention to detail
Ability to multitask and thrive in a fast-paced environment
Strong problem-solving and decision-making skills
Proficiency with computer systems and office technology
Professional demeanor with a positive, team-oriented attitude
Compassion for animals and understanding of client needs during stressful situations
Must be 18 years or older to apply.

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