Manager, Veterinary Customer Service I – Revolutionizing Pet Health through Exceptional Customer Experience

At arenaflex, we're on a mission to revolutionize the pet health industry by providing best-in-class customer service for both pet parents and the veterinarian community. As a Manager, Veterinary Customer Service I, you'll play a vital role in shaping the future of pet care by leading a team of virtual veterinary customer service representatives who support arenaflex customers, primarily for arenaflex Vet Care Clinics.

Join a Team that Cares

arenaflex is a growing organization that values innovation, teamwork, and a passion for improving pet health. Our team is dedicated to providing exceptional customer service, and we're looking for a leader who shares our commitment to excellence. As a Manager, Veterinary Customer Service I, you'll have the opportunity to make a meaningful impact on the lives of pets and their owners while working in a dynamic, fast-paced environment.

Key Responsibilities

As a Manager, Veterinary Customer Service I, you'll be responsible for:

• Developing, leading, and coaching a team of virtual veterinary customer service representatives to provide exceptional customer service to arenaflex customers.
• Researching and problem-solving to determine appropriate solutions for customers and partners, and following up as needed to resolve issues.
• Holding team members accountable for driving results by being available, removing barriers and obstacles, facilitating change, and providing coaching/feedback related to performance.
• Scheduling a rotating schedule to provide a consistent presence and ensure support is available during all hours of operation.
• Identifying inefficiencies, implementing improvements, and leading teams through process changes in a rapidly evolving business environment.
• Analyzing performance metrics (e.g., CSAT, first-call resolution, handle time) to improve customer service outcomes.
• Collaborating with other managers to establish and build SOPs for existing processes and procedures.
• Assisting in providing insights on program improvements, including triaging, adjusting SOPs for changes, and providing feedback to the engineering, IT, product, and design teams as necessary.

What You'll Need

To be successful in this role, you'll need:

• An active Vet Tech License (CVT, LVT, or RVT) in a state eligible for hire within arenaflex or 3-5+ years of small animal veterinary experience or equivalent industry experience.
• 2+ years of multi-channel contact center management experience (Customer Service strongly preferred), with a leadership track record and verifiable history of leading successful, high-volume teams in 100+ headcount environments.
• Proficiency in computer systems, ability to learn new software, and strong analytical skills to interpret data and operational trends.
• Strong leadership, coaching, and mentoring abilities, with outstanding oral and written communication skills.
• Exemplary listening and problem-solving skills, ability to multitask in a fast-paced environment.
• Passion for helping professionals and pets, working effectively in a team-oriented setting with empathy and a customer-first approach.
• High-speed internet, a quiet designated workspace, and commitment to a full-time schedule, including potential evenings, weekends, and holidays.
• Position may require travel.

Preferred Qualifications

While not required, the following qualifications would be beneficial:

• A Veterinary Technology associate or bachelor's degree from a NAVTA and/or AVMA-CVTEA accredited program, or equivalent.
• Experience in Telehealth or Remote Veterinary Support: Given the virtual nature of this role, prior experience in telemedicine, remote triage, or virtual veterinary services would be beneficial.
• Regulatory Compliance Awareness: Understanding of veterinary regulations, including VCPR (Veterinary-Client-Patient Relationship) and telemedicine laws, to ensure compliance when advising customers.

Work Environment and Company Culture

As a Manager, Veterinary Customer Service I, you'll be part of a dynamic team that values innovation, teamwork, and a passion for improving pet health. Our work environment is fast-paced, and we're committed to providing a supportive and inclusive culture that encourages growth and development. You'll have the opportunity to work with a talented team of professionals who share your passion for customer service and pet care.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including a salary, benefits, and perks that reflect our commitment to our team members' well-being and success. We're proud to offer a comprehensive benefits package that includes medical, dental, and vision insurance, 401(k) matching, and paid time off.

Career Growth Opportunities and Learning Benefits

As a Manager, Veterinary Customer Service I, you'll have the opportunity to grow and develop your skills and expertise through:

• Regular training and development programs to enhance your leadership, coaching, and mentoring abilities.
• Opportunities to participate in cross-functional projects and initiatives that align with arenaflex's strategic goals.
• Access to industry-leading tools and technologies to support your work.
• A supportive and inclusive culture that encourages growth and development.

How to Apply

If you're passionate about customer service, pet care, and leadership, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Apply Now!

Equal Opportunity Employer

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion.

Accommodations

If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at arenaflex, please contact [email protected].

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