Assistant Manager Client Services

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Summary:

The Client Service Assistant Manager is responsible for assisting the Client Service Manager with the oversight and management of the Client Service Department within the Operations and Vogel Veterinary Hospital Section of the MCSPCA. The Client Service Assistant Manager’s primary responsibility is focusing on excellent customer service while guiding the Client Service Representatives towards as they carry out their daily duties on both the Shelter and Vogel Veterinary Hospital (VVH) departments.

The Assistant Manager will address client concerns in the absence of the Client Service Manager and Associate Assistant Manager. The Assistant Manager will address urgent staff performance concerns in the Manager’s absence.

• Act as the point person in charge of the Department in the Manager’s absence.
• Manage and guide the CSR Team to achieve excellent customer service for a positive experience for all visitors.
• Coach the team to be successful, ensuring they follow the shelter mission.
• Keep open communication with the management team and directors.
• Carry out disciplinary actions such as verbal and written warnings.
• Manage the schedule and payroll in the managers’ absence.
• Other recurring or one-time tasks as assigned by the manager.
• Display exceptional interpersonal communication skills.
• Commitment to the shelter mission to prevent animal cruelty.
• Work well in a team environment while being able to self-initiate within organization guides.
• Admission and disposition of animals to the shelter and VVH.
• Maintain accurate, detailed records of all animals in the shelter and VVH – place notes in animal files and the digital database to keep information up to date.
• Screen and schedule incoming animal admission appointments, as well as veterinary appointments.
• Record lost and found reports of local pets.
• Balance daily financial reports.
• Greet, assist, and direct public.
• Answer telephone calls promptly, courteously and give accurate information.
• Educate the general public on good pet ownership and wildlife in the community.
• Sell/promote merchandise and fundraising items or events.

• Leadership skills displaying transparency and high degree of integrity
• Strong organizational abilities including planning, delegating, program development and task facilitation
• The ability to convey a clear and strong vision of the MCSPCA’s strategic future to staff and volunteers.
• Collaboration and motivational skills
• Strong written and communication skills
• Demonstrated ability to oversee, collaborate with and motivate staff
• Computer literate
• Ability to lift up to 30 pounds and stand for several hours at a time when needed

• 1-2 years in a leadership position in a Client Service-related department
• 2-4 years in a Client Service or Customer facing role
• Experience in a veterinary medical setting (preferred)
• General knowledge of Animal Welfare (preferred)

Closing Date:
Saturday, November 14, 2026