Position Summary
The Manager of Client Services reports to the Hospital Director and is responsible for the overall leadership, development, and performance of the Client Services team at Pulse Veterinary Specialists & Emergency.
This role is primarily administrative and leadership-focused, with an emphasis on building a highly skilled, consistent, and compassionate client service team that supports all areas of the hospital, including emergency and specialty services.
The Manager will be responsible for recruitment, training, scheduling, payroll oversight, performance management, and the continuous improvement of client experience standards. They will lead from a supportive, “off-the-floor” position—remaining accessible to the team for guidance and coaching while ensuring operational and administrative responsibilities are prioritized.
As a 24-hour emergency and specialty hospital, the Client Services team operates on a rotating schedule including days, nights, weekends, and holidays. This role offers flexibility in scheduling; however, the Manager is expected to structure their schedule to maintain regular, meaningful touchpoints with all team members across shifts.
Duties and Responsibilities
Leadership & Operations:
- Provides senior leadership and oversight to the Client Services team.
- Leads recruitment, hiring, onboarding, and training of team members.
- Develops and maintains training materials and SOPs to ensure consistency and efficiency.
- Oversees team scheduling, payroll, and time-off approvals.
- Conducts performance management, including coaching, feedback, and disciplinary action as required.
- Performs regular audits (invoicing, discounts, deposits) to ensure accuracy and accountability.
- Manages daily financial processes including deposit tracking and bank runs.
- Identifies opportunities to improve workflow, client experience, and team performance.
Client Services Oversight:
- Sets and maintains the standard for exceptional client care.
- Provides real-time coaching and support to team members.
- Ensures front desk operations run efficiently and in alignment with hospital protocols.
- Steps in to support front-line operations when necessary but does not function as a primary receptionist.
Qualifications
The ideal candidate will have:
- Minimum five (5) years of experience in customer service, with at least two (2) years in a leadership role.
- Previous experience in a veterinary specialty or emergency setting is strongly preferred.
- Experience in the veterinary industry is considered a strong asset.
Knowledge, Skills, and Abilities
- Demonstrated ability to lead, motivate, and develop teams.
- Demonstrated ability to lead, motivate, and develop high-performing teams.
- Exceptional interpersonal, verbal, and written communication skills.
- Strong problem-solving skills with the ability to navigate complex or sensitive situations.
- Proven ability to manage time effectively, prioritize competing demands, and stay organized in a fast-paced environment.
- Professional, confident, and accountable approach to leadership.
- Strong initiative and a desire to contribute meaningfully to the growth and evolution of the hospital.
- Commitment to ongoing personal and professional development.
Company Benefits
Pulse employees receive:
- Competitive compensation package
- Personal pet discounts
- Uniform allowance
- Health benefits
- Paid time off
- Opportunities for growth and professional development
- Access to a diverse team with varied experience and knowledge
