Posting Title : CLIENT SERVICES SUPERVISOR - 2nd Shift - Large and Small Animal Hospitals
Requisition Number : 1420
City : Grafton
State/Province : Massachusetts
Zip code : 01536
Job Description-Overview :
The Client Service Department, in the Large and Small Animal Hospitals, includes Reception (HLA and SAH front desks), Client Liaisons, Switchboard and Medical Records. The primary function of this department is to ensure excellence in client service and client experience in all interactions at the Foster Hospital for Small Animals and the Hospital for Large Animals.
The Client Service Supervisor (2ndt Shift) directly oversees the SAH and HLA front desk operations and front desk staff. Primary responsibilities are ensuring that the highest quality client services are provided to both external and internal clients. This position will be a working supervisor; up to 70% of the work week will be spent covering shifts at the SAH and HLA front desks:
- Performing all reception responsibilities,
- Modeling best practices in client interaction to staff,
- Observing and coaching staff on their transactions,
- Developing relationships with internal and external clients,
- Developing, motivating and empowering staff to be a highly effective customer service team,
- Supporting and working with the Client Service Manager, the HLA Hospital Service Manger, the Hospital Administrator and Hospital Medical Director in continuous evaluation and improvement on procedures.
Job Description - Requirements :
Basic Requirements: High School Diploma or the equivalent with 5 years related experience including customer service and supervisory experience in a service oriented environment OR Bachelor's degree plus 3 years related experience. Strong computer skills with Microsoft Excel, Word, PowerPoint, Electronic Medical Records (EMR), Outlook. Strong writing and public speaking skills. 3 Years experience establishing/maintaining excellence in customer service and hospitality, as well as implementing policies that improve client service. Ability to lift up to 35lbs with or without accommodation. 3 Years direct staff supervision, development and training experience. 2 Years accounting experience including reconciliations, invoicing, preparing and discussing estimates, payment options and policies with clients. Standing and walking short distances for long periods of time, lifting pet food on to a cart to assist clients.
Preferred Qualifications: 3 years of experience in a related veterinary or human medical field. Bachelor's degree in related field. Special licenses preferred: Certifications in office management, leadership development or client service areas. Knowledge of medical/veterinary terminology. Experience working with horses or in the horse industry.
Special Work Schedule Requirements: Standard hours are: Sunday - Thursday; hours vary as follows: Sunday: 3pm - 11pm, Monday 2pm - 10pm, Tuesday, Wednesday and Thursday 2:30 - 10:30pm and on-call one Saturday per month. This schedule may vary dependent on staffing needs and hospital case load. Some day time (prior to 2pm) will be required for meetings or trainings.
This position is considered "essential personnel" which requires reporting to work during University closings for inclement weather and University bonus days.
Tufts University is an AA/EO employer and actively seeks candidates from diverse backgrounds.