Customer Service Manager

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

• 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.

At NVA Canada diversity and inclusion are an important part of our everyday reality.

We are committed to fostering an open and inclusive environment where everyone belongs, our people feel comfortable and confident to be themselves and reach their full potential regardless of age, race, national or ethnic origin, gender identity or expression, marital and family status, religion or other belief, culture, sexual orientation, or disability.