Experienced Manager, Veterinary Customer Service – Revolutionizing Pet Health at careerzynith

At careerzynith, we're on a mission to transform the pet health industry by providing unparalleled customer service and support to pet parents and the veterinary community. As a Manager, Veterinary Customer Service, you'll be at the forefront of this revolution, leading a team of virtual veterinary customer service representatives and driving results in a rapidly evolving business environment.

• *Join a Team that Cares**

careerzynith is a growing organization that's passionate about improving pet health and providing best-in-class customer service. Our team is dedicated to making a difference in the lives of pets and their owners, and we're looking for like-minded individuals to join us on this journey.

• *Key Responsibilities:**

As a Manager, Veterinary Customer Service, you'll be responsible for:

• Developing, leading, and coaching a team of virtual veterinary customer service representatives who support careerzynith customers, primarily for careerzynith Vet Care Clinics.
• Researching and problem-solving to determine appropriate solutions for customers and partners, and following up as needed to resolve issues.
• Holding team members accountable to drive results by being available, removing barriers and obstacles, facilitating change, and providing coaching/feedback related to performance.
• Scheduling a rotating schedule to provide a consistent presence and ensure support is available during all hours of operation.
• Identifying inefficiencies, implementing improvements, and leading teams through process changes in a rapidly evolving business environment.
• Analyzing performance metrics (e.g., CSAT, first-call resolution, handle time) to improve customer service outcomes.
• Collaborating with other managers to establish and build SOPs for existing processes and procedures.
• Assisting in providing insights on program improvements, including triaging, adjusting SOPs for changes, and providing feedback to the engineering, IT, product, and design teams as necessary.

• *What You'll Need:**

To be successful in this role, you'll need:

• An active Vet Tech License (CVT, LVT, or RVT) in a state eligible for hire within careerzynith or 3-5+ years of small animal veterinary experience or equivalent industry experience.
• 2+ years of multi-channel contact center management experience (Customer Service strongly preferred), with a leadership track record and verifiable history of leading successful, high-volume teams in 100+ headcount environments.
• Proficiency in computer systems, ability to learn new software, and strong analytical skills to interpret data and operational trends.
• Strong leadership, coaching, and mentoring abilities, with outstanding oral and written communication skills.
• Exemplary listening and problem-solving skills, ability to multitask in a fast-paced environment.
• Passion for helping professionals and pets, working effectively in a team-oriented setting with empathy and a customer-first approach.
• High-speed internet, a quiet designated workspace, and commitment to a full-time schedule, including potential evenings, weekends, and holidays.
• Position may require travel.

• *Preferred Qualifications:**

• A Veterinary Technology associate or bachelor's degree from a NAVTA and/or AVMA-CVTEA accredited program, or equivalent is preferred.
• Experience in Telehealth or Remote Veterinary Support: Given the virtual nature of this role, prior experience in telemedicine, remote triage, or virtual veterinary services would be beneficial.
• Regulatory Compliance Awareness: Understanding of veterinary regulations, including VCPR (Veterinary-Client-Patient Relationship) and telemedicine laws, to ensure compliance when advising customers.

• *Work Environment and Company Culture:**

careerzynith is committed to creating a work environment that's inclusive, diverse, and supportive. We believe in fostering a culture that encourages collaboration, innovation, and growth. As a Manager, Veterinary Customer Service, you'll be part of a dynamic team that's passionate about making a difference in the lives of pets and their owners.

• *Compensation, Perks, and Benefits:**

careerzynith offers a competitive compensation package, including a salary, benefits, and perks that reflect our commitment to our team members' well-being and success. We're proud to offer a range of benefits that include:

• Comprehensive health insurance
• 401(k) matching program
• Paid time off and holidays
• Professional development opportunities
• A dynamic and supportive work environment

• *Career Growth Opportunities and Learning Benefits:**

careerzynith is committed to helping our team members grow and develop their careers. As a Manager, Veterinary Customer Service, you'll have access to a range of learning benefits, including:

• Professional development opportunities
• Mentorship and coaching
• Training and certification programs
• Opportunities for advancement and career growth

• *How to Apply:**

If you're passionate about revolutionizing the pet health industry and providing exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

• *Equal Opportunity Employer:**

careerzynith is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating a work environment that's inclusive, diverse, and supportive.

• *Accessibility:**

careerzynith is committed to providing equal access to employment opportunities for people with disabilities. If you require a reasonable accommodation to apply for this position, please contact [email protected].

• *Privacy Policy:**

careerzynith is committed to protecting the privacy of our team members and applicants. To access our Privacy Policy, please click here: careerzynith Privacy Policy.

We look forward to hearing from you!

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