Job Title: Client Service Representative Manager 

Department: Client Services 

Reports To: Hospital Administrator 

Status:  Exempt Salary

Wage Range:  Salary $68,000 - $75,000

Job Description Updated: November 20th, 2025 

Position Summary 

Advocating for the provision of appropriate services to all clients and their companions; ensuring that staff are properly trained and competent to provide such services in an exceptional manner. Provide guidance and training to non-technical staff to achieve the highest levels of client service. Provide leadership to a team of Client Service Representatives (CSRs). Possess a “My Family/My Pet” attitude. 

Essential Functions 

• Lead the CSR Team by example in areas of handling stress and pressure with poise and tact. Always maintain a professional demeanor. Be flexible with working hours/schedule.
• Be attentive to the supportive needs of staff as individuals in the quest to build a team environment and promote a positive attitude among staff. Support staff wellness initiatives and encourage a healthy work environment.
• Hire all Client Service Staff, understanding and applying the legal implications in the hiring process. Handle fair and consistent discipline and termination of employees as necessary, including all related documentation and legal considerations.
• Oversee all CSR staff scheduling, promoting the best use of staff during peak hours, compensating for slower times, managing time off and schedule change requests, and arranging coverage for shifts due to vacation or leaves of absence by either seeking coverage by the CSR team or covering shifts yourself.
• Prepare and deliver employee evaluations and keep documentation in employee files. Provide continuous coaching, mentoring, and support to improve individual and team performance. Implement, oversee, and track all training programs related to CSR training, including employee development.
• Plan and conduct all CSR meetings. Monitor staff productivity and prepare regular reports on CSR department metrics and performance for leadership review.
• Conduct an annual evaluation and modification of the CSR job description when indicated to ensure accuracy and relevancy.
• Ensure the CSR team consistently delivers compassionate, clear, and timely communication with clients. Oversee client check-in/check-out processes to ensure smooth and positive experiences. Investigate client complaints relating to client service and mediate disputes between CSRs and other employees or departments.
• Create, adjust, and update procedures and protocols with Patient Care or Veterinarian input as necessary to assure patient care and comfort meets hospital standards. Ensure CSR staff adherence to hospital policies, confidentiality, and safety standards. Oversee CSR team’s effective use of Ezy Vet and other client management systems, addressing any issues promptly.
• Responsible for all CSR staff payroll.
• Meet with Hospital Administrator to discuss, evaluate, and plan for the continued success of the CSR Department. Act as a positive role model.

Education and Experience 

• A four-year college degree is desirable but not required.  
• Significant Customer Service experience required, with a minimum of 2 year in a management role.  
• Experience within a veterinary hospital is desirable but not required.  
• Ability to communicate clearly and professionally, both verbally and in writing.  
• Proficient in Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel).  
• Able to multitask, prioritize, and manage time efficiently.  
• Typing skills and computer knowledge required; willingness to learn new software as required.  

Knowledge, Skills, and Abilities 

• Pleasant, friendly attitude, with an ability to adapt to change.  
• Strong listening skills and attention to detail.  
• Ability to think creatively and be innovative. 
• Comfortable with using Teams, including the chat function.  
• Demonstrated ability to work in a fast-paced environment.  
• Critical thinking skills and data analysis.