CSR Supervisor

CSR Supervisor

VCA Animal Referral and Emergency Center of Arizona is seeking a highly experienced professional to join our leadership team as a CSR Supervisor. We are a 24-hour emergency/specialty practice looking for strong candidates that will have supervisory experience, a positive attitude, a friendly demeanor towards both animals and people, will be detail oriented, have the ability to multi-task and can demonstrate the importance and understanding of high quality customer service, team engagement and enrichment!

Applicant must be a reliable self-starter, motivated by a challenging, fast-paced environment.

The role demands a leader with the interpersonal and organizational skills to continue achieving our goals of delivering excellent patient care and customer service to both our clients and referring veterinarians. The CSR supervisor works in partnership with the Hospital Administrator, the Medical Directors, and the entire management team—performs a wide range of activities related to the practice. The CSR supervisor will provide leadership to the CSR Team, ensuring that they have the resources and tools necessary to create and maintain positive and safe work environments, and a motivated, efficient team.

They will work with the management team, staff, and doctors on an ongoing basis to assess and monitor needs, accomplish goals, and improve the overall integration of all staff into the VCA ARECA team. The CSR supervisor must support the hospital's mission of delivering high quality patient care and exceptional client service.

Skills and Qualifications-

• Knowledge of sales and marketing techniques.

• Excellent verbal and written communication skills, especially to a diverse range of audiences and settings.

• The ability to make decisions, delegate responsibility and achieve results with hospital team members.

• Professional comportment and appearance, with excellent interpersonal skills and a friendly, positive presence.

• Respect for and willingness to work with clients and their pets.

• Must be able to handle multiple tasks and deal with an environment of changing priorities.

Job Responsibilities-

* Staff Management

* Provide leadership to a team of Specialty and Emergency Client Service Representatives.

* Create a positive, safe and efficient work environment by providing and promoting clear communication between management, department representatives and all staff.

* Be the go-to person for department representatives and Client Service Representatives to help them in their roles at VCA ARECA as well as with their personal and professional growth when able/when appropriate.

* Responsible for creating and maintaining the monthly staff schedules including managing callouts, vacation requests and adjusting the schedule to reflect the changing needs of the hospital.

* Establish staffing needs and submit requests for hiring additional/replacement full and part time positions.

* Provide guidance to the CSRs for employee onboarding and overall integration into the VCA ARECA team.

* Responsible for both praise and progressive discipline when required, in conjunction with department heads/leads and HR.

* Business Operations includes managing the day-to-day operations and flow of the CSR Team:

* Monitoring the staff requirements to ensure the efficient operation of the department.

* Responsible for working with the administrative staff to manage the accounts receivable, inventory, equipment purchases requirements, and the monthly reporting requirements for the Management Committee.

* Representation of the Client Service Representatives by attendance at various hospital meetings, as required.

Preferred Experience:

2 years as an acting supervisor at a veterinary clinic.

Strong client service experience / conflict resolution

Physical Demands:

Work is generally performed in an office environment. Ability to stand for long periods of time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Benefits:
We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!