Veterinary Client Experience Manager

Are you passionate about providing exceptional service and leading a team dedicated to making a difference? Do you thrive in a fast-paced, dynamic environment where your leadership and expertise in customer service can directly impact the experience of both clients and their pets? If so, we want you to join our team as a Client Experience Manager (CEM) at Confederate Woods Veterinary Hospital!

About Us:
At Confederate Woods Veterinary Hospital, we are AAHA Accredited and we believe in delivering the highest quality veterinary care while ensuring that every client and their pet feel heard, valued, and well-cared-for. As a Client Experience Manager, you'll play an integral role in shaping our clients' experience, ensuring the front office and reception areas run smoothly, and leading a passionate team of Client Service Representatives (CSRs) who share the same commitment to excellence.

What You’ll Do:

• Client Experience Management: Ensure a seamless and welcoming client experience, from managing client interactions to optimizing the veterinary appointment schedule. You’ll be the go-to for addressing client concerns and creating lasting relationships.
• Team Leadership & Development: Recruit, train, and coach a team of Client Service Representatives, ensuring that every interaction reflects our commitment to top-notch service. Provide ongoing support, conduct performance reviews, and help team members grow within the organization.
• Operations & Training: Lead day-to-day operations of the reception area, including client check-in, appointment scheduling, and billing. You’ll also be responsible for the professional training and development of the CSR team, ensuring they stay current on best practices and hospital protocols.
• Marketing & Client Communication: Oversee communication strategies to enhance client engagement, including creating educational materials, handling social media outreach, and ensuring the timely distribution of reminders, thank-you notes, and client surveys.
• Financial Oversight: Take charge of end-of-day reporting, cash handling, and ensuring the accurate reconciliation of accounts. You’ll also handle any collections and work with leadership on quarterly reports.
• Quality Improvement: Work with the Hospital Manager to implement and refine processes that enhance operational efficiency and client satisfaction.

What You Bring to the Table:

• Experience: At least three years in a veterinary setting with progressively increasing responsibility, and five years of client service experience—preferably in a veterinary or healthcare environment.
• Leadership: Proven ability to lead, inspire, and develop teams in a fast-paced environment. You have excellent communication, coaching, and conflict resolution skills.
• Customer Focus: A deep commitment to providing a positive, compassionate experience for clients and their pets. You thrive in challenging situations and can turn client concerns into opportunities for improvement.
• Technical Skills: Proficient in office management software (e.g., Microsoft Office, Avimark Veterinary Software), and adept at handling administrative duties such as scheduling, billing, and reporting.
• Educational Background: Associate’s degree in business management or a related field, or equivalent experience in business management and client services.

Why Join Us?

• Impactful Role: You’ll directly shape how clients perceive and experience our hospital, playing a key role in client retention and satisfaction.
• Collaborative Team: Work in a supportive environment where your ideas and contributions are valued, and where we celebrate success together.
• Growth Opportunities: We are committed to your professional growth and provide training, coaching, and ongoing development to help you excel in your role.
• Animal Lovers Welcome: If you’re passionate about animals and want to work in a setting that values their well-being as much as our clients, this is the place for you!

Physical Demands:
This role requires prolonged periods of standing or sitting at a reception desk, frequent walking, lifting up to 30 pounds, occasional lifting up to 50 pounds or more (with assistance for heavier loads), and interacting with pets and clients in a fast-paced environment. You may also be exposed to potential hazards associated with working in a veterinary clinic.

If you’re ready to lead a team and make a meaningful difference in the lives of our clients and their pets, we’d love to hear from you!