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About the Role
Long Island Veterinary Specialists (LIVS) is seeking an experienced Client Experience Manager to lead our Customer Service Representative (CSR) team. This role involves coaching and developing the team, improving hospital workflows, and ensuring clients receive compassionate, consistent, and professional service. It's an opportunity for a hands-on leader focused on people development, problem-solving, and collaboration.
Responsibilities
- Supervise, schedule, coach, and support the Customer Service Representative team.
- Lead hiring, onboarding, training, performance evaluations, recognition, and corrective action.
- Establish clear expectations for professionalism, communication, client interactions, and service standards.
- Conduct team meetings, provide ongoing feedback, and support employee development.
- Create communication tools, phone scripts, and training resources.
- Maintain a visible, hands-on leadership presence and assist with CSR responsibilities when needed.
- Build a supportive team culture focused on accountability, collaboration, hospitality, and continuous improvement.
- Oversee the client experience from initial contact through discharge and follow-up.
- Respond to client concerns, complaints, and escalations with empathy and professionalism.
- Lead service recovery efforts and coordinate follow-up with leadership.
- Monitor lobby activity, wait times, cleanliness, and safety to address concerns.
- Coach team members to offer practical solutions while respecting boundaries.
- Support sensitive client interactions, including euthanasia and bereavement.
- Monitor client feedback and online reviews to identify service improvement opportunities.
- Promote effective use of digital communication tools.
- Partner with leadership to improve communication and coordination of care.
- Strengthen communication between clients, clinical teams, and referring practices.
- Promote respectful communication about referring veterinarians and previous patient care.
- Identify recurring service challenges and collaborate with leadership to improve workflows.
- Encourage a consistent, client-focused approach to hospitality and service excellence.
- Maintain and improve CSR procedures, training materials, service standards, and workflows.
- Monitor client feedback, phone performance, wait times, service concerns, and training completion.
- Develop improvement plans to strengthen service quality and operational efficiency.
- Ensure compliance with hospital policies related to confidentiality, documentation, financial communication, safety, and incident reporting.
- Oversee consistent registration, check-in, check-out, invoicing, and payment collection procedures.
- Review reports to identify outstanding balances, invoicing errors, and payment collection concerns.
- Ensure final invoices are appropriately closed before patient discharge.
- Reinforce proper cash handling and financial-control procedures.
- Partner with leadership on payment concerns, financial exceptions, and departmental expense management.
Requirements
- Minimum of 3 years of supervisory, management, or leadership experience in customer service, hospitality, healthcare, patient relations, or another client-facing environment.
- Veterinary hospital or healthcare experience preferred.
- Experience supervising, coaching, training, scheduling, and evaluating employees.
- Strong customer service, conflict resolution, and service recovery skills.
- Ability to navigate challenging conversations with empathy, professionalism, and confidence.
- Excellent communication, organization, problem-solving, and decision-making skills.
- Ability to prioritize competing needs in a fast-paced hospital environment.
- Comfortable collaborating with clinical teams, hospital leadership, and referring veterinary partners.
- Experience with hospital management software, including EzyVet, is helpful.
- Fluent English speaking and reading skills required.
Skills
- Customer Service
- Conflict Resolution
- Service Recovery
- Communication
- Organization
- Problem-Solving
- Decision-Making
- Leadership
- Coaching
- Training
- Supervision
- Hospital Management Software
Location
- Plainview, NY
Work Type
- Full-Time
Experience Level
- 3+ years of supervisory, management, or leadership experience
Education Level
- Bachelor's degree in Business, Hospitality, Healthcare Administration, Communications, or a related field preferred; equivalent education and relevant professional experience considered.
Salary/Compensations
- $70,000–$80,000 annually
Benefits
- Continuing Education & Uniform Allowance
- Free VetBloom access (RACE-approved CE)
- Veterinary Technician Education
- Professional Development Assistance
- 2 weeks PTO
- 7 days sick/personal time
- Paid Holidays
- Employee Referral Bonuses
- Employee Discount
- Exclusive financial benefits
- NVA Pet Resort Discount
- Pet Insurance Discount
- Medical, Dental, Vision
- HSA/FSA Options
- Life Insurance
- AD&D
- Short & Long-Term Disability
- Critical Illness
- Accident
- Hospital Indemnity
- 401(k) with employer match
- Employee Assistance Program
About the Company
- Long Island Veterinary Specialists (LIVS) has been a trusted AAHA-accredited specialty and emergency veterinary hospital serving Long Island and the greater metropolitan area for over 25 years.
- Our team of more than 160 dedicated professionals provides advanced specialty and emergency care.
- Our mission is 'Pro Bono Animalium Hominumque' — For the good of animals and humans.
- We combine advanced medical technology with a collaborative, supportive culture where team members are encouraged to learn, grow, and make a meaningful impact.
- Ethos Veterinary Health, part of the NVA Group, is a network of 140 specialty and emergency hospitals where world-class medicine is practiced and the future of veterinary care is shaped.
- We elevate standards and put innovation into practice daily.
- We offer an environment for learning, teaching, and discovery.
- Mentorship is a two-way street, fostering growth clinically, professionally, and personally.
- We inspire hope, deliver exceptional care, and pursue veterinary medicine at its highest level, together.
Equal Opportunity
- Ethos is an Equal Opportunity Employer.
- Ethos does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.
- All employment is decided based on qualifications, competence, merit, and business need.