Customer Service Manager

17 hours ago

Langley, British Columbia, Canada NVA Canada Full time

Customer Service Manager — Low-Cost Veterinary Clinic
Location: Langley, BC

Wage: $19–$22/hour (depending on experience)

Schedule: Thursday - Sunday, daytime and evening shifts

Reports to: Hospital Manager

About Us
We're the Lower Mainland's preferred spay and neuter clinic — accessible, efficient, and customer-centered. Our mission is to make quality pet care affordable for everyone while keeping our clinic running like a well-oiled machine. We're seeking a Customer Service Manager (CSM) to lead our front-of-house experience with warmth, structure, and professionalism.

Position Overview
The Customer Service Manager ensures smooth, compassionate, and efficient client service — from check-in to checkout. You'll lead our reception and client-care team, handle escalated client concerns, manage daily scheduling flow, and act as the bridge between clients and the medical team.

You're the calm center in a busy clinic — equal parts leader, communicator, and logistics wizard.

Key Responsibilities

  • Team Leadership:

  • Oversee front desk and client service staff; coach for consistency and empathy.

  • Lead daily huddles and assign front-end roles to match appointment flow.

  • Client Experience Management:

  • Greet clients and ensure a positive, efficient, and caring experience.

  • Handle escalations with professionalism and empathy — ensuring both client satisfaction and staff protection.

  • Monitor client feedback and propose service improvements.

  • Operational Flow:

  • Manage daily appointment flow, check-ins, payments, and follow-up calls.

  • Liaise with technicians and veterinarians to maintain real-time awareness of clinic pacing.

  • Implement and uphold front-desk SOPs, ensuring smooth operations across busy days.

  • Training & Standards:

  • Onboard and train new front-of-house team members.

  • Reinforce communication standards, tone, and client-service consistency.

  • Administrative Support:

  • Assist with inventory counts, reporting, and daily reconciliation.

  • Support in managing client databases, reminders, and scheduling accuracy.

Qualifications

  • 2+ years experience in customer service or client relations (retail or clinic setting).
  • 1+ year of team lead or supervisory experience preferred.
  • Comfort working in fast-paced, high-volume environments.
  • Excellent communication, conflict-resolution, and multitasking skills.
  • Passion for pets and empathy for both animals and their people.

Why You'll Love It Here

  • Competitive pay aligned with leadership responsibility ($19–$22/hr).
  • Supportive, no-drama team that values efficiency and kindness.
  • A chance to shape the client experience in an accessible, community-based clinic.
  • Opportunity to grow into Clinic Manager or Operations Lead roles.

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