Customer Service Manager - Veterinary Hospital

CUSTOMER SERVICE MANAGER

A RARE OPPORTUNITY IN PRIVATELY OWNED, CLINICIAN-LED PRACTICE

There are plenty of management jobs out there. This one is different. Western Veterinary Center is a privately owned, clinician-led 24-hour emergency, critical care, and specialty hospital, and we're looking for a Customer Service Manager who wants to build something, not just keep the lights on. You'll lead the people who are the first and last faces our clients see, and you'll have the support and the authority to make this team the best it's ever been.

There is no corporate layer here, no distant board, no one-size-fits-all policy handed down from above. When you see a better way to do something, you'll be working directly with the people who can say yes.

ABOUT THE ROLE

The Customer Service Manager leads our Customer Service Representatives (CSRs) and Doctor's Assistants (DAs). You'll own the client experience from the front desk to the exam room, run the daily operations that keep a busy 24-hour hospital moving, and develop a team that feels supported, skilled, and proud of the work they do. This role reports to the Hospital Manager and works closely with our Department Directors.

WHAT YOU'LL DO

Team Leadership

• Lead, supervise, and support all CSRs and Doctor's Assistants
• Build and manage CSR and DA staff schedules to keep every shift properly covered in a 24-hour hospital
• Review and approve timecards, and manage time-off requests and coverage
• Hold regular one-on-ones, give real-time coaching and feedback, and handle performance conversations with fairness and clarity

Hiring, Onboarding & Training

• Recruit, interview, and hire CSRs and Doctor's Assistants
• Onboard new team members with a structured, welcoming first few weeks
• Train and teach, from phone skills and estimates to client communication during emergencies and euthanasia
• Build training materials and checklists that set every new hire up to succeed

Client Experience

• Serve as the point person for client concerns and complaints, resolving them with empathy, professionalism, and follow-through
• Model the compassionate, clear communication that families need on what may be the worst day of their lives
• Look for patterns in client feedback and turn them into improvements

Operations & Workflow

• Oversee daily financial closeout, including reconciling payments, deposits, and end-of-day reports
• Write, maintain, and enforce Standard Operating Procedures (SOPs) for the CSR and DA teams
• Find bottlenecks and improve workflows for efficiency, from check-in to discharge to payment
• Partner with doctors, technicians, and leadership so the front and back of the hospital work as one team

Culture & Compliance

• Build a positive, respectful team culture where people want to stay and grow
• Recognize great work and actively look after team morale, especially during high-volume and high-stress stretches
• Apply California employment law and regulations in daily management, including meal and rest breaks, overtime, timekeeping, leave, and documentation
• Keep accurate, consistent employee documentation and work closely with leadership on HR matters

WHAT WE'RE LOOKING FOR

• 2–4 years of leadership experience in a veterinary practice, with specialty and/or emergency hospital experience strongly preferred
• Working knowledge of California employment law and wage-and-hour rules (breaks, overtime, timekeeping, leave)
• Experience with scheduling, timecard approval, and daily financial reconciliation
• Proven ability to hire, train, and develop a team
• Calm, solution-focused approach to upset clients and high-pressure situations
• Strong written and verbal communication; comfortable writing SOPs and training materials
• Organized, detail-oriented, and able to juggle competing priorities
• Experience with ezyVet and Paychex is a plus
• Availability to support a 24-hour hospital, including occasional evenings, weekends, or holidays as needed

SCHEDULE

Full time, 40 hours a week. Option for 5 x 8hrs or 4 x 10hrs

BENEFITS

• Medical, dental, vision, life, and disability insurance
• 401(k) with company match
• Paid time off and paid parental leave
• Paid continuing education
• Free doggy daycare and employee discounts on hospital services

Pay: $70,000 – $75,000 per year, commensurate with experience

OUR PHILOSOPHY

At WVC, we believe the client is part of the care team. Our clients aren't obstacles to good medicine; they are partners in it. And our team is everything: the most skilled hospital in the world does its best work when people trust each other, are well trained and motivated, and work in a culture where no one is too proud to ask for help. That's the environment we've built, and as Customer Service Manager, you'll help lead it.

HOW TO APPLY

If you're a people-first leader who loves building great teams and making things run better, we'd love to hear from you. Please apply with your resume and a brief note about what kind of leader you are and what draws you to this role.

Pay: $70,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person