Client Experience Manager

Veterinary Client Services Manager

Garden State Veterinary Services is located at 1200 Route 9, Woodbridge NJ 07095

World Class Medicine. Purpose-Driven Partnership.

Veritas Veterinary Partners offer exciting career opportunities in state-of-the-art facilities across the U.S. Our hospitals, open 24/7/365 and staffed by board-certified specialists, create a collaborative environment where you can work alongside like-minded, caring professionals. If you're passionate about veterinary medicine, this is your chance to thrive in a dynamic, high-quality setting.

At Veritas Veterinary Partners, our mission is to build a network of trust and opportunity for veterinary professionals nationwide. We specialize in supporting Specialty and Emergency care hospitals, aligning with your unique goals and medical standards. Veritas, founded by Thomas Scavelli, DVM, DACVS, is dedicated to recruiting top-tier talent and fostering collaboration within our community. With a focus on exceptional care, we bring together highly trained veterinarians, technicians, and teammates committed to our patients' well-being.

We believe in Truth in Medicine and Trust in Partnerships, ensuring we always provide the highest standard of care. Come join us and make a meaningful impact on the community you serve.

About the Role

GSVS Woodbridge is looking for a Client Services Manager to lead our Front Desk and CSR team in a high-acuity, 24/7 emergency and specialty environment. This position ensures exceptional client experience, financial accuracy, strong referring veterinarian relationships, and consistent staffing coverage while building a high-performing, engaged team.

This is a hands-on leadership role for someone who thrives in a fast-paced setting, cares deeply about client experience, and knows how to build a team that shows up for one another and for the families we serve.

Responsibilities

Client Experience & Service Excellence

• Own the end-to-end client experience across emergency and specialty services, ensuring compassionate, professional, and consistent service at all times.
• Review and respond to client feedback, online reviews, and satisfaction data; identify trends and implement service improvements.
• Manage and resolve client complaints and escalations in collaboration with medical leadership and hospital administration.
• Develop service recovery standards and coach team members on difficult conversations.

Team Leadership & Development

• Lead, coach, and mentor the Client Services team, including supervisors, operators, and CSRs.
• Foster a positive, accountable, and collaborative team culture focused on communication, empathy, and excellence.
• Partner with supervisors to provide ongoing coaching, performance feedback, and corrective action when needed.
• Support onboarding, training, and continued development of new and existing team members.
• Promote teamwork and alignment between Client Services, Nursing, and Medical teams.

Staffing & 24/7 Coverage

• Ensure optimal staffing coverage across all shifts, including nights, weekends, and holidays.
• Serve as backup coverage for the Client Services team when needed, including occasional shifts during gaps or high-volume periods.
• Develop and maintain schedules that support service demand, staff well-being, and operational efficiency.
• Monitor overtime, attendance, and coverage gaps; implement proactive solutions.
• Serve as an escalation resource for off-hours service issues as needed.

Financial & Cash Management

• Oversee daily cash handling processes, ensuring accuracy and compliance with hospital policies.
• Maintain responsibility for deposits, receipts, and reconciliation of client payments.
• Partner with hospital leadership to address discrepancies and improve financial controls.
• Train and audit team compliance with payment, refund, and financial procedures.

Referring Veterinarian Relationships

• Support positive relationships with referring veterinarians through professional communication and service consistency, ensuring front desk processes reflect the hospital's commitment to referral partners.
• Collaborate with hospital leadership and partnership advocate to address service issues impacting referring practices.

Operational & Administrative Leadership

• Establish and maintain standard operating procedures for Client Services, identifying workflow inefficiencies and leading continuous improvement initiatives.
• Track key performance indicators related to client satisfaction, response times, and service efficiency.
• Collaborate closely with the Hospital Director, Medical Director, Assistant Hospital Manager, and Head Technician to align operations across departments.

Qualifications

• Minimum of 35 years of leadership experience in client services, hospitality, healthcare, or veterinary environments.
• Demonstrated success managing teams in a fast-paced, high-emotion, 24/7 setting.
• Strong conflict-resolution and communication skills, with the ability to handle sensitive client situations.
• Experience with cash management, deposits, and financial accountability.
• Proven ability to coach, mentor, and build high-performing teams.
• Flexibility to work occasional evenings, nights, or weekends, and availability as an escalation contact for off-hours issues.
• Veterinary or medical environment experience is strongly preferred.

GSVServices Benefits

• Competitive salary based on your level of experience
• Health, dental, and vision insurance, with HSA option- some plans paid 100%
• Maternity/Paternity leave
• Retirement Plan 401K with employer match
• Licensing fees paid for credentialed technicians
• Employee Referral Bonus
• Paid Time off
• Mental health support with Talkspace
• Uniforms provided
• Pet discounts for medical care
• Full Time credentialed technicians eligible for Sign On Bonus

Base Pay $70,000 - $85,000 USD

Veritas Veterinary Partners is an equal opportunity employer. In accordance with the requirements of all applicable federal, state and local laws, we welcome and encourage diversity in the workplace regardless of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status or any other legally protected status. Applicants must be authorized to work in the U.S. All current positions require the ability to speak, read, and write English proficiently. Additional fluency in other languages is preferred but not required.