Tufts VETS is seeking a strong, service-driven leader who sets the standard for professionalism, inspires and uplifts their team, and confidentially navigates difficult conversations with tact and respect. This individual leads with accountability, emotional intelligence, and a commitment to both team development and exceptional client care.
This position will be requiring the individual to be a working supervisor; 80% or more of your time will be spent working at the front desk performing all department responsibilities, modeling best practices in client interactions to staff, observing and coaching staff on their transactions, and developing relationships with internal and external clients. The CSR Supervisor plays a vital role in building and maintaining a healthy culture through the hospital.
Job Duties
- Perform all duties and tasks required of a CSR.
- Motivate, inspire, and empower staff.
- Ensure optimal client care by providing clear expectations and direction for team members. Provide team members with coaching and training that are in line with hospital expectations.
- Monitor and give frequent feedback to staff to ensure they deliver hospitality and excellence in client service.
- Complete written annual evaluations and quarterly check-ins in accordance with hospital policies for all direct reports.
- Participate in recruitment and retention, including interviewing applicants for positions within the CSR department and managing onboarding/training for all new CSR team members.
- Oversee payroll for the CSR department including time clock review, pay adjustments, and PTO. Work required shift schedule including weekends and holiday coverage.
- Participate in callout and open shift coverage.
- Assist with form disciplinary actions when necessary/appropriate.
- Hold regular department meetings.
Qualifications
EDUCATION REQUIREMENTS
- High school diploma or equivalent
EXPERIENCE REQUIREMENTS
- Minimum of 3 year leadership or supervisory experience
- Minimum of 3 year working in the veterinary field
- Minimum of 5 years customer service experience
PERSONAL REQUIREMENTS
- Minimum of 18 years old
- Enjoys working with people and clients.
- Must have the ability to support and foster an environment of diversity, inclusion, collaboration, and empathy.
- Must have good interpersonal relationship and communication skills.
- Ability to multi-task in a fast-paced working environment.
- Can stay calm and efficient under pressure.
- Is detail oriented and reliable.
- Has a high commitment to providing exceptional patient/client care.
- Has excellent communication skills.
- Must be professional, approachable, and maintain a positive outlook.
- Physical Effort: Work requires lifting up to 20lbs, mopping of floors, vacuuming, general cleaning of the front desk area, lobby, exam rooms, and reception bathroom.
- Working Conditions: May be exposed to unpleasant odors, noises and animal feces.