Customer Service Manager

Points East Veterinary Specialty Hospital of Wilmington is seeking an Customer Service Manager at our new location in Wilmington, North Carolina, opening in late fall 2026. This brand-new, 16,000 sq ft facility (with planned expansion to 24,000 sq ft) has been thoughtfully designed to support high-quality emergency and specialty care while allowing room for continued growth as the hospital scales up.

The Customer Service Manager will oversee the daily operations of the Client Service Representative (CSR) team, ensuring an exceptional client experience and efficient workflow. This role requires a dynamic, organized leader who can manage multiple priorities, support a diverse team, and resolve conflicts effectively.

Key Responsibilities:

• Team Leadership: Supervise, support, and mentor the CSR team to maintain high standards of client care and professionalism.
• Conflict Resolution: Address client and staff concerns promptly and professionally, working to resolve issues in a way that upholds our commitment to service excellence.
• Inventory and Supplies Management: Ensure adequate inventory levels and supplies for the front desk and other related areas, working with vendors and internal teams as needed.
• Third-Party Service Management: Oversee relationships with third-party service providers, ensuring seamless integration and support for hospital operations.
• Departmental Collaboration: Act as a liaison between the CSR team and other hospital departments, facilitating communication and teamwork.
• Schedule Flexibility: While the typical schedule is Monday through Friday, flexibility is required to cover shifts and meet hospital needs, including evenings, weekends, and holidays as necessary.
• Training and Development**:** Assist in training new CSRs and providing ongoing development opportunities to enhance team performance.

Qualifications:

• Previous experience in a customer service or management role, preferably in a veterinary or medical setting.
• Strong conflict resolution and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Experience with inventory management and vendor relations is preferred.
• Ability to manage and prioritize multiple tasks in a fast-paced environment.
• Flexibility to adapt to changing schedules and hospital needs.

Preferred Qualifications:

• Associate degree or higher.
• Experience in a veterinary emergency or specialty hospital environment.
• Demonstrated proficiency with Microsoft Office Suite.

Physical Requirements:

• Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers Ability to stand for extended periods of time.
• The ability to frequently lift or move up to 10 pounds and occasionally lift and/or move up to 40 pounds with or without accommodation
• Ability to sit for extended periods of time and walk intermittently

Perks and benefits include:

• Shift Differential
• Tuition assistance
• A choice between two medical plans, dental and vision.
• 401(k) Savings Plan with employer match, including immediate vesting
• Life insurance for yourself, spouse and eligible dependents available
• Paid time off / holidays
• Short-term disability, supplemental critical illness and accident plans.
• Uniform allowance
• Continuing education allowance for credentialed technicians
• Employee assistance program

We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.