Job Description

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.



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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.



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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.

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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.

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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.