Co-Customer Service Supervisor

Work Location: VMCLI

Title: Co-Customer Service Supervisor

Department: Clerical

Exempt Status: Non-Exempt

Position Status: FT

Reports to: Supervisor, Owners Client Services Operations Manager (CSOM), Hospital Administrator (HA), Hospital

Works closely with: CSOM, Administrator, Hospital Supervisor, Clinicians, and Owners Client Care Coordinators (CCC), Medical Billers, Hospital

Direct Reports: Client Care Coordinators

• Perform quality work within deadlines with or without direct supervision.
• Interact professionally with other employees, customers and suppliers.
• Work effectively as a team contributor on all assignments.
• Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.

This is a co‑leadership position that works in conjunction with the Client Services Operations Manager (CSOM) & Hospital Administrator. The CoCSS is responsible for ensuring that high‑quality client care services are being offered to customers, including but not limited to visitors, veterinary clients, referring veterinarians, animals, and staff. The Co‑CSS ensures that VMCLI's Customer Service Standards, policies & procedures are being met by all clerical personnel alike.

The Co‑CSS must always maintain a happy and professional demeanor. These positions are not only supervisors but also persons who provide services at the front lines within the practice, acting as role models to all clerical staff.

The following is a list of essential job requirements. This list may be revised at any time and additional duties not listed here may be assigned as needed. Job functions and job responsibilities include, but are not limited to:

• Ensures that all front‑end clerical employees adhere to Customer Service Standards and VMCLI policies & procedures.
• Ensures that the highest quality client services are offered to all clients, visitors, callers, and email inquiries (internal and external) alike.
• Handles customer complaints under the direction of the CSOM, professionally and finds diplomatic resolutions.
• Upholds and supports quality improvement programs and culture.
• Enhance and uphold the highest customer service standards.
• Recognizes outstanding staff performance, initiative, and innovation by informing the CSOM & HA.
• Provides constructive feedback to the CSOM on matters of staff performance in regards to customer care, efficiency and compliance.
• Communicates with the CSOM & HA through regular meetings.
• Instills teamwork among the clerical staff and other departments.
• Ensures the client patient process is a positive and mutually beneficial experience by keeping clients informed of expected waiting time if there are any delays, quickly understanding the clients’ needs and initiating the process of meeting those needs, helping clients complete forms, and, last but not least, educating clients on responsible pet ownership.
• Maintains and exhibits a compassionate attitude towards all people and animals at all times.
• Communicates new policies and keeps staff updated regularly on customer service standards and information through written and verbal means.
• Maintains a clean, pleasant and enjoyable environment for all clients, visitors, staff & animals. Upholds clerical dress code.
• As required, works with VMCLI staff and administration on a variety of projects.
• Maintains positive internal working relationships with all department employees by communicating in a professional manner.
• Ensures that all necessary supplies are stocked and ordered for the front desk.
• Acts as a role model and ensures that all clerical employees answer the phone in a courteous, prompt manner and provide customer assistance on a range of issues from animal admissions, questions about VMCLI services, etc.
• Ensures that voicemail is checked and responded to in a timely manner according to VMCLI's Customer Service Standards.
• Make follow‑up calls to clients after services have been provided to see how things are going.
• Ensures that client appointments are being made…