Customer Service Manager

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.