Client Service Manager

Burbank, CA, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Hourly

Range $32.11 - $43.80

Work Schedule

Standard Hours

Benefits

Medical insurance

Dental Insurance

Vision Insurance

Life insurance

Parental leave

Flexible work schedules

401k

Paid Time Off

Health and well-being resources

Job Description

BluePearl Pet Hospital is a renowned veterinary healthcare provider specializing in emergency and specialty care for pets. With a strong commitment to delivering exceptional medical services and compassionate care, BluePearl has established itself as a trusted name among pet owners and veterinary professionals alike. The hospital offers a collaborative and supportive work environment focused on fostering professional growth, innovation, and excellence in veterinary medicine. As part of the Mars Veterinary Health family, BluePearl provides ample opportunities for career advancement and continuous learning through structured talent development programs and leadership workshops. The hospital is located in Studio City, Los Angeles, CA, serving a diverse community with access to advanced medical resources and a dedicated team of caregivers. They emphasize a family-like culture where teamwork, respect, and shared passion for pet health are paramount. They also provide competitive pay ranging from $32.11 to $43.80 per hour, based on experience and professional growth through their CareerTrax system.

The role of Client Service Manager at BluePearl Pet Hospital is a leadership position integral to the daily operations and success of client service within the hospital. The Client Service Manager operates under the guidance of the Practice Manager or Area Leader and is responsible for ensuring that client service associates deliver the highest quality of care and customer service. This position requires a proactive leader with excellent organizational and time management skills who can coach and support their team to meet the dynamic needs of clients and their pets in a fast-paced specialty and emergency veterinary hospital setting. Key responsibilities include coaching the client service team to anticipate and effectively handle client needs, partnering with team leaders to efficiently manage staffing schedules, and serving as a crucial liaison between clients, patients, and caregivers to resolve issues and enhance client satisfaction. Additionally, the Client Service Manager actively contributes to hospital management efforts by fostering positive workplace relationships, supporting process improvements, and collaborating in hiring decisions to maintain a skilled and motivated client service team. This role offers a rewarding opportunity to lead and develop a team dedicated to delivering remarkable care and customer service in a supportive, growth-oriented environment dedicated to pet health and well-being.

Job Requirements

Associate degree or equivalent in a related field preferred
3-5 years of proven success in managing professionals in complex organizations such as veterinary or human medicine, hospitality, or client services industries
Excellent time management, follow-through, and organizational skills
Strong leadership and coaching abilities
Ability to effectively handle escalated and stressful client situations
Experience partnering with recruiters for hiring and staff placement
Must have unrestricted, current authorization to work in the U.S. without requiring sponsorship

Job Qualifications

Associate degree or equivalent in a related field preferred
3-5 years of proven success managing professionals in complex organizations such as veterinary or human medicine, hospitality, or client services industries
Demonstrated leadership skills with a focus on team building and client service excellence
Strong organizational, time management, and problem-solving abilities
Ability to work collaboratively with management and various hospital departments
Excellent communication skills and the ability to handle escalated client situations calmly and effectively
Experience in scheduling and staff management

Job Duties

Coach client service associates to be aware and proactive in addressing client needs and escalate stressful situations when necessary
Partner with the Client Service Team Leader to schedule client service associates cost-effectively ensuring adequate staffing for each shift
Act as a key link between clients, patients, and caregivers by providing feedback and identifying issues that may cause client dissatisfaction
Participate actively as a hospital management team member by fostering positive internal relationships and supporting process improvement efforts
Collaborate with recruiters to select new hires or internal transfers to fill open client service positions
Lead and support the client service team to maintain high-level customer service and patient care standards
Monitor and improve client service operations to enhance overall hospital effectiveness and client experience