Assistant Manager - Client Service

The Client Service Assistant Manager supports the Administrative Manager in leading the Client Service team and maintaining consistent, high-quality operations across a 24-hour emergency, specialty, and general practice hospital. This role provides visible, hands‑on leadership, helps develop supervisors and Client Service Representatives, coordinates staffing and workflow, and promotes an excellent experience for clients, patients, referring veterinary partners, and hospital teams.

The Client Service Assistant Manager serves as a key point of leadership when the Administrative Manager is unavailable and carries out delegated management responsibilities within established hospital policies and approval guidelines. The position combines daily operational oversight with employee coaching, administrative support, quality assurance, and cross‑department communication.

• Demonstrated strength in customer service, team leadership, and service-oriented operations.
• Excellent written and verbal communication skills, including the ability to communicate professionally with clients, associates, doctors, referring veterinary partners, and hospital leadership.
• Ability to coach employees, deliver clear feedback, manage conflict, and maintain appropriate confidentiality.
• Strong organizational, prioritization, and time-management skills in a fast-paced environment with frequently changing priorities.
• Ability to evaluate information objectively, identify operational concerns, and recommend practical solutions.
• Proficiency with telephone systems, scheduling systems, hospital software, email, and standard office technology.
• Working knowledge of financial transactions, cash controls, estimates, discounts, deposits, and client account protocols.
• Ability to model professionalism, accountability, emotional intelligence, sound judgment, and a calm leadership presence.
• Ability to work effectively with all levels of hospital staff and support a collaborative, respectful workplace.

• High school diploma or equivalent required; college or college-equivalent education preferred.
• Previous leadership or supervisory experience in customer service, hospitality, healthcare, veterinary medicine, or another service-oriented environment required.
• Veterinary hospital experience strongly preferred.
• Experience scheduling and supporting a team that operates across multiple shifts preferred.
• Experience with employee training, performance coaching, client relations, and conflict resolution preferred.

• Direct daily Client Service operations, assign work, adjust workflow, and coordinate coverage based on hospital needs.
• Coach employees, provide performance feedback, and document conversations in accordance with human resources practices.
• Participate in candidate interviews, onboarding, training, performance reviews, and disciplinary processes.
• Resolve routine client service and operational concerns and elevate medical, legal, safety, financial, or high‑risk matters appropriately.
• Approve routine operational actions only within specifically delegated limits; hiring, termination, compensation, status changes, transfers, and expenditures require the applicable management approval.
• Act as the designated Client Service leader when the CSR Manager is unavailable, within the scope of delegated authority.

The following responsibilities are essential to the role. This list may be revised, and additional duties may be assigned based on hospital needs.

• Provide consistent, visible leadership and support to Client Service Supervisors, Assistant Supervisors, Leads, and Client Service Representatives.
• Help recruit,…