Bay State Veterinary Emergency and Specialty Services Careers

Veterinary Client Service Manager

If you are an experienced customer service professional and people leader, looking to positively impact the lives of pets and people, joining the team at Bay State Veterinary Emergency and Specialty Services will allow you to do just that. The Client Service Manager is an essential member of our team and must have experience managing business operations and successfully leading a team of people in real time, while ensuring an exceptional client experience. Our ideal candidate is driven to cultivate employee relations, culture, diversity, and leadership in the complex veterinary hospital setting. The role will work closely with senior management with a heavy focus on employee experience and inclusion-related initiatives.

Essential Functions and Responsibilities:

• Lead a team of approximately 10 or more direct reports
• Learn all aspects of the front desk and the responsibilities of team members; able to fill in and cover the desk seamlessly when needed
• Full employee life-cycle management including: hire/onboard, training and development, conflict resolution and mediation, corrective action up to and including termination, and succession planning
• Maintain compliance with employment laws and regulations
• Work with the UVC payroll team to audit, verify and update payroll time sheets for team members
• Respond to and resolve client complaints in a timely manner with compassion and empathy
• Be a champion for the company’s Employee Referral Bonus program, encouraging current employees to refer top talent to the company.

Skills and Qualifications:

• Associates or Bachelor's Degree in Business related field, or equivalent professional experience accepted
• Veterinary practice management experience strongly preferred
• Minimum 4 years’ customer service experience required
• 40-hour work week with a combination of day and evening shifts, one weekend shift per week and some holidays
• Demonstrated experience building strong, effective, and trusted relationships and networks
• Demonstrated ability to inspire trust and openness amongst colleagues and clients together with a reputation for high personal integrity
• Strong interpersonal skills and communication; ability to influence and articulate a variety of issues to different audiences, tailoring messages accordingly
• Computer experience and proficiency required (email usage, word/excel, operation of office equipment such as, fax machine, copy machine, and postage meter)
• Proficient time management, ability to problem solve, learn, and handle multiple tasks
• Enthusiastic team player with a patient, and positive professional attitude.

Benefits and Perks (Full-Time): 

• Complimentary Short-Term Disability  
• Complimentary Life Insurance; with options to purchase additional voluntary benefits for self or family  
• Company Sponsored Employee Assistance Program (Headspace) 
• 401K with 100% company match up to 3% and 4% company match for your 5% of contributions, eligible after 12 months of employment 
• Florida Blue Insurance Plans with 3 tiered options
• Flexible Spending Account, Health Savings Account or Health Reimbursement Account options  
• United Healthcare Dental Insurance; includes a 100% paid premium option for team members 
• United Healthcare Vision Insurance options 
• Long Term Disability option (paid for by employee) 
• Progyny-Fertility and Family Building Support  
• Team Member Discounts for Pet Care 
• Paid time off-inclusive of sick, personal, and vacation 
• Digital Musculoskeletal Support 
• Veterinary Social Worker on-site
• Referral Bonus Program 
• DailyPay on Demand 
• Compensation ranges from $24 to $26/hour and commensurate with experience.

 BSVESS is located in Swansea, MA with a sister facility in East Greenwich, RI. BSVESS is a 35,000 sf building with a very busy emergency service and a growing specialty hospital with specialists in emergency/critical care, internal medicine, surgery, medical oncology, and radiation oncology.  Specialized equipment includes telemetry, endoscopy, CT scanner, ultrasound, and more.

We are a proud United Veterinary Care Partner hospital. United Veterinary Care supports the unique culture and individuality of each partner hospital while empowering the hospital teams in their care for patients. One of our goals is to support our community of hospitals in creating sustainable, fulfilling careers in a profession we love.

United Veterinary Care (UVC) is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, transgender status, national origin, citizenship, age, disability or military or veteran status, or any other legally protected status.