Customer Experience Lead

Reporting to the Hospital Manager, the Customer Experience Manager is responsible for assisting the Hospital Manager within our fast-paced, multi-doctor veterinary hospital.

The Customer Experience Manager will assist the Hospital Manager with HR functions including hiring / staffing, training, performance management, and instituting / maintaining compliance with policies and procedures that ensure safe and efficient practices within the hospital environment, as well as administrative tasks and client relations.

Job Duties and Responsibilities

• Maintain a positive attitude in all interactions with clients, pets, and teammates.
• Ability to manage current CSRs and train new CSRs
• Assists CSRs with client complaints in the absence of supervisors.
• Possess and expresses a genuine love for animals and for working in an animal care environment.
• Always be prepared to work by the start of each scheduled shift.
• Maintain a professional, friendly demeanor while on the job.
• Perform job tasks promptly and efficiently when asked. Promote a positive attitude among staff.
• Participate in staff and training meetings.
• Ability to work in a highly collaborative environment and commitment to building relationships with colleagues, clients, and the community is required.
• Weekly CSR schedules and finding coverage during callout
• Assisting in scheduling diagnostics for patients when necessary
• Answering and correctly handling phone calls
• Utilize hospital computer systems to document medical records and communicate with clients and teammates.
• Reconcile End of Day reports and check daily deposits.
• Proactively demonstrate the ability to show empathy towards clients and treat pets with compassion and respect.
• Address and work to resolve employee conflict and behavior.
• Must possess excellent communication and conflict management skills.
• Experience leading a diverse work force and establishing a positive team environment.
• Experience leading a team in a veterinary environment is a preferred.
• Flexible scheduling including some holidays and weekends.
• Any veterinary experience strongly preferred.
• Salary range $18.00-$22.00 / based on experience
• Health Care Plan (Medical, Dental, & Vision)
• Retirement Plan (K)
• Life Insurance (Basic, Voluntary, & AD&D)
• Short Term Disability
• Paid Time Off
• SVP offers educational assistance for qualified teammates to enroll in AVMA-CVTEA accredited veterinary technician programs
• Teledoc
• Discounted Veterinary Care
• EAP (Employee Assistance Program)
• A large network of over 5, veterinary professionals who all share common interest in promoting a collaborative working environment and individual career growth.
• Opportunity to make an impact in your community while tackling a challenging variety of tasks and the ability to help animals among a great team of people.

Our team’s continuous dedication has rewarded us with remarkable growth, and Southern Veterinary Partners now employs more than 8, employees nationwide.

The organization’s success has not gone unnoticed, landing us recognition as #19 on Newsweek’s Most Loved Workplaces list in .

Additionally, we have ranked among Inc. ’s List of "Fastest Growing Companies in America" (, , , , and ) and the Birmingham Business Journal's "FastTrack 30" of the Fastest Growing Companies in Birmingham (, , , , and ).