Service Manager

Job Summary:

The Service Manager at Hannah Pet Hospital is responsible for ensuring an exceptional Member experience from the moment Members enter the hospital until they leave. This role involves managing the front desk team, overseeing client communications, and ensuring that the overall Member service processes are efficient and effective. The ideal candidate will have excellent interpersonal skills, a passion for Pet care, and experience in customer service management.

Key Responsibilities:

• Oversee the front desk operations, including appointment scheduling, Member check-in/check-out, and managing phone calls.
• Ensure that all Member interactions are handled with professionalism, compassion, and efficiency.
• Implement customer service protocols and standards to enhance the Member experience.

Team Leadership:

• Lead, train, and motivate the customer service team, ensuring high levels of performance and job satisfaction.
• Conduct regular team meetings to review performance, provide updates, and address any issues or concerns.
• Ability to hold teams accountable, ensuring work is completed with a timely manner.
• Manage staff scheduling to ensure adequate coverage during operating hours.

Member Communications:

• Manage and improve communication channels, including phone, email, and social media, to ensure timely and accurate responses to Member inquiries.
• Handle escalated Member concerns or complaints, working towards resolution in a professional and empathetic manner.
• Collect and analyze Member feedback to identify areas for improvement and implement necessary changes.

Operational Efficiency:

• Streamline Member service processes to improve efficiency and reduce wait times.
• Utilize practice management software to maintain accurate records and appointment scheduling.
• Collaborate with the veterinary team to ensure seamless coordination of care and services.

Qualifications:

• Minimum of 3 years of experience in a customer service management role, preferably in a veterinary or healthcare setting.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to communicate, verbal and written with all levels internally and externally effectively and professionally.
• Ability to handle stressful situations with a calm and professional demeanor.
• Positive attitude with the ability to take on initiatives and challenges in stride.
• Provide customer support via phone and electronic communications, inbound and outbound customer support.

Working Conditions:

• Full-time position with flexible hours, including some evenings and weekends.
• Fast-paced environment requiring multitasking and the ability to handle frequent interruptions.
• Interaction with a variety of Members and their Pets, requiring empathy and patience.

How to Apply:

Interested candidates must submit a resume and cover letter detailing their qualifications and experience.

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