Customer Service Supervisor - Veterinary Practice
Pismo Beach Veterinary Clinic is a small animal / exotics veterinary care practice, where we pride ourselves on providing the highest quality of care to both our patients and clients. Veterinary medicine is a rigorous and extremely rewarding field and we are looking for people to join that have a high level of commitment, a love for animals and their people.
Reporting to the Practice Manager, the Customer Service Supervisor will oversee the Customer Service Representative team; ensure that administrative policies and decisions are carried out efficiently; create a positive work environment and maintain the highest level of customer satisfaction. Tasks include, but are not limited to, accounts maintenance, cash processing, procurement of administrative supplies and equipment, mail service, word processing and training, mentoring and supporting staff.
Duties / Responsibilities:
Resolve customer complaints, answer customers' questions regarding policies and procedures;
Supervise Customer Service Representatives to ensure adherence to quality standards, deadlines, proper procedures, correcting errors, or problems;
Provide employees with guidance in handling difficult / complex problems, escalated complaints, or disputes;
Develop, implement and update company policies, procedures and service standards in conjunction with management directives;
Discuss job performance problems with employees to identify causes, issues and resolution;
Train, instruct and mentor Customer Service Representative;
Evaluate employees' job performance and recommend appropriate action to Practice Manager;
Prepare and issue work schedules, deadlines and duty assignments for Customer Service Representatives;
Research, compile, prepare reports, manuals, correspondence, or other information required by management;
Coordinate activities with other supervisory personnel, other work units, or departments;
Make recommendations to management concerning staffing, procedural changes, equipment performance, office flow, or work schedules;
Monitor inventory levels and requisition / purchase supplies as needed.
At least 2 years’ experience within a similar supervisory role; veterinary practice experience a plus;
At least 3 years’ experience with the Microsoft Office suite of products;
Proficient attention to detail, multi-tasking, time management skills;
Astute oral, written and interpersonal skills.
8:00AM – 5:00PM Monday – Friday
$20.00 - $22.00 per hour DOE for this full-time, non-exempt position, plus benefits
Pismo Beach, CA.