Introduction to blithequark
At blithequark, we are passionate about transforming the pet health industry through innovative solutions and unparalleled customer service. As a leader in our field, we are committed to providing the best possible experience for pet parents and the veterinary community. Our mission is to make a positive impact on the lives of pets and their families, and we are seeking a talented and dedicated individual to join our team as a Manager, Veterinary Customer Service.
About the Role
As a Manager, Veterinary Customer Service at blithequark, you will play a critical role in leading and coaching a team of virtual veterinary customer service representatives. Your primary focus will be on providing exceptional support to our customers, primarily for blithequark Vet Care Clinics. You will be responsible for developing, leading, and coaching your team to drive results, remove barriers, and facilitate change. Your expertise and passion for delivering outstanding customer service will be essential in resolving issues, analyzing performance metrics, and implementing process improvements.
Key Responsibilities
- Develop, lead, and coach a team of virtual veterinary customer service representatives to provide best-in-class support to blithequark customers
- Research and problem-solve to determine appropriate solutions for customers and partners, and follow up as needed to resolve issues
- Hold team members accountable for driving results, being available, removing barriers, and providing coaching and feedback related to performance
- Schedule will rotate to provide a consistent presence and ensure support is available during all hours of operation
- Identify inefficiencies, implement improvements, and lead teams through process changes in a rapidly evolving business environment
- Analyze performance metrics (e.g., CSAT, first-call resolution, handle time) to improve customer service outcomes
- Collaborate with other managers to establish and build SOPs for existing processes and procedures
- Assist 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
Essential Qualifications
To be successful in this role, you will need:
- An active Vet Tech License (CVT, LVT, or RVT) in a state eligible for hire within blithequark, 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 are preferred:
- 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
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our team members. As a Manager, Veterinary Customer Service, you will have access to:
- Comprehensive training and onboarding program to ensure your success in the role
- Ongoing coaching and mentoring to help you achieve your career goals
- Opportunities for professional development and advancement within the company
- Access to industry-leading tools and technology to stay up-to-date on the latest trends and innovations
- A collaborative and supportive work environment that fosters creativity, innovation, and teamwork
Work Environment and Company Culture
At blithequark, we pride ourselves on our positive and inclusive company culture. We believe in:
- Fostering a culture of empathy, compassion, and understanding
- Encouraging open communication, transparency, and feedback
- Embracing diversity, equity, and inclusion in all aspects of our business
- Recognizing and rewarding outstanding performance and contributions
- Providing a healthy work-life balance and supporting the well-being of our team members
Compensation, Perks, and Benefits
At blithequark, we offer a competitive compensation package, including:
- A salary range that reflects your experience and qualifications
- A comprehensive benefits package, including medical, dental, and vision insurance
- A 401(k) retirement savings plan with company match
- Paid time off, including vacation, sick leave, and holidays
- Access to exclusive discounts and perks, including pet insurance and veterinary care services
Conclusion
If you are a passionate and dedicated individual who is committed to delivering exceptional customer service and making a positive impact on the lives of pets and their families, we encourage you to apply for this exciting opportunity. As a Manager, Veterinary Customer Service at blithequark, you will be part of a dynamic and innovative team that is revolutionizing the pet health industry. Don't miss out on this chance to join our team and take your career to the next level. Apply now and become a part of the blithequark family!
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