Who are we looking for?

Applicants must have a professional work ethic, positive personality, excellent communication skills, the ability to multi-task efficiently in a fast paced environment, provide a calm demeanor and have a passion for delivering exceptional care to clients.

Responsibilities:

• Engage the organization in managing customer relationships (i.e.- trainings, developing processes and procedures for customer facing issue resolution)
• Oversee and manage the customer service team with leader level direct reports
• Oversee the hiring, orienting, and training of an organization’s customer experience team
• Organize training programs for customer experience representatives and additional hospital staff in order to update their job knowledge and enhance their skills
• Motivate the customer service team and hospital staff to work together for an optimal customer experience
• Support doctors and hospital staff to identify baseline metrics for tracking customer interactions
• Lead accountability meetings with staff
• Work with hospital staff on messaging, reinforcing and driving culture change forward
• Assist with handling real time issues (ie. complaints) trending and tracking; develop solution accountability action plans to make sure customer needs are fully satisfied
• Attend seminars, workshops, and conferences to improve on existing job knowledge
• Efficient with client scheduling
• Ability to drive new client initiatives

Requirements:

• Bachelor’s degree or 5+ years experience managing in a related discipline
• Must be able to organize and direct the activities of customer experience team to ensure the delivery of high quality service to customer
• Be well versed in effectively interacting with clients to identify and process their requirements
• At least 1+ years working in a veterinary hospital