Customer Service Manager
Top Benefits
About the role
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.
About Langley Animal Clinic
Langley Animal Clinic provides top quality veterinary care in a compassionate and timely manner. Since 1943, when we started serving the community, our hospital has grown to become a large, modern, well equipped facility with 24 hour on call services.
Customer Service Manager
Top Benefits
About the role
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.
About Langley Animal Clinic
Langley Animal Clinic provides top quality veterinary care in a compassionate and timely manner. Since 1943, when we started serving the community, our hospital has grown to become a large, modern, well equipped facility with 24 hour on call services.