AxisVet

Compensation

Full Description

Overview We are seeking a dynamic and experienced Client Support Manager to add to our client relations team. This role is essential in ensuring exceptional customer service, fostering strong client relationships, and driving business growth. This position offers an opportunity to work in a flexible, weekend position to assist our veterinary customers with managing their open cases and troubleshooting basic requests. Key Responsibilities • Lead client communication via phone, text, and email, ensuring responses are timely, accurate, and meet service expectations. • Manage incoming client cases, ensuring each is logged, prioritized, monitored, and completed. • Define, maintain, and monitor SLAs for response and resolution times; act when service levels risk falling short. • Ensure studies and images are consistently available in the Viewer; collaborate with internal teams to resolve access issues. • Oversee tracking of customer fees per case and ensure consultant fees are recorded accurately on completed cases. • Coordinate with reception staff on shift changes to ensure continuous coverage, clear handoffs, and consistent client experience. • Monitor staff communication about issues viewing or retrieving images; ensure problems are documented, escalated, and resolved. • Ensure team follows established standards, workflows, and processes; recommend improvements to boost efficiency and client satisfaction. • Provide guidance and daily direction to client support staff to maintain performance and service quality. Requirements • Experience in client support, customer service management, or a similar supervisory role. • Proven ability to manage client communications across phone, text, and email professionally and empathetically. • Basic proficiency with Excel for tracking and updating case and fee data. • Proficiency with email tools for client communication and internal coordination. • Strong organizational and time-management skills to oversee multiple cases, calendars, and staff activities. • Attention to detail when tracking fees, documenting cases, and monitoring SLAs. • Ability to collaborate effectively with reception, clinical, and technical teams while upholding and improving processes. Job Types: Part-time, Contract Pay: $25.00 - $30.00 per hour Expected hours: 16 – 24 per week Benefits: • Paid training • Work from home Work Location: Remote