A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.
We're Looking for You! Client Service Manager VCA Colonial Animal Hospital | Ithaca, NY Join a thriving 14-doctor hybrid specialty hospital in the beautiful Finger Lakes region of New York. We are seeking an experienced, people-focused Client Service Manager to lead, develop, and elevate our Client Service team while helping create an exceptional experience for our clients, patients, and staff. About the Role As the Client Service Manager, you will partner closely with the Hospital Manager, Hospital Director, and Medical Director to support the daily operations and long-term success of the hospital. This is a highly visible leadership position with a strong focus on: Team development and coaching Client experience and satisfaction Staff recruitment, training, and retention Scheduling and operational oversight Process improvement and policy implementation Building a positive, respectful workplace culture
Schedule:
5 days per week, flexibility to include evenings, holidays and weekends
Work Style:
Approximately 50% administrative/office responsibilities and 50% on-the-floor leadership, mentoring, and team support. What You'll Do Lead and support the Client Service team Recruit, hire, onboard, and develop team members Conduct performance reviews and provide coaching Manage scheduling, attendance, and time-off requests Oversee client communications, billing, accounts receivable, and collections Ensure smooth client flow and exceptional customer service Develop and maintain SOPs and operational processes Manage programs including CareCredit, Trupanion, and MyVCA App Facilitate staff meetings and team engagement initiatives Maintain compliance with hospital policies and the Respectful Workplace Policy Support register reconciliation and financial processes Help drive continuous improvement throughout the hospital What We're Looking For The ideal candidate is: A strong, compassionate leader who enjoys developing people An excellent communicator with strong listening skills Adaptable, organized, and solution-oriented Skilled at managing multiple priorities in a fast-paced environment Passionate about delivering outstanding client experiences Committed to fostering a positive and collaborative culture Qualifications Associate's or Bachelor's degree in Management or related field preferred Minimum of 3 years of leadership experience Proven experience leading and coaching teams Strong organizational and time-management skills Proficiency with Microsoft Excel, Word, and PowerPoint Veterinary hospital experience preferred Benefits We offer a comprehensive benefits package, including: Competitive salary: $58,000-$65,000 Medical, dental, and vision insurance 401(k) Paid vacation, sick time, and holidays Continuing education allowance and regional CE opportunities Parental leave Long- and short-term disability coverage Pet discount program Woof University online learning Flexible Spending Accounts (FSA) Health Savings Account (HSA) Legal and identity protection plans Health Advocate Program Career growth and advancement opportunities Why VCA Colonial? At VCA Colonial Animal Hospital, we believe great client experiences begin with empowered, engaged team members. If you're a collaborative leader who enjoys mentoring others, improving processes, and making a difference every day, we'd love to meet you. Come grow with us and help shape the future of client service at VCA Colonial Animal Hospital. Provide your feedback on
BizChat Pay:
$58,000.00 - $65,000.00 per year
Benefits:
401(k) 401(k) matching Dental insurance Employee discount Flexible spending account Health insurance Health savings account Life insurance Paid time off Parental leave Professional development assistance Retirement plan Vision insurance
