Client Service Manager

Client Service Manager (Floor Manager)

Salary: $68,640$75,000, depending on experience Location: VCA West Los Angeles Animal Hospital Los Angeles, CA

VCA West Los Angeles Animal Hospital is an AAHA-accredited, small animal specialty and emergency practice located just south of UCLA. As one of the most advanced and respected veterinary hospitals in the region, we are proud to deliver high-quality, compassionate care to our patients and exceptional service to our clients and referring veterinarians.

We're currently looking for a highly motivated and experienced professional to join our leadership team as a Client Service Manager (Floor Manager).

About the Role

As the Client Service Manager, you'll play a vital leadership role within our hospital, working closely with the Hospital Administrator, Medical Directors, and management team. You will lead and support our team of Client Service Representatives (CSRs), helping them succeed in a fast-paced, high-volume environment.

We're looking for someone with strong client service experience, great communication skills, and a passion for leadership and team development. This role requires someone who can manage daily operations while creating a positive and efficient work culture.

What You'll Do

Staff Leadership & Team Development

• Lead and mentor our Emergency and Specialty CSR teams
• Create and maintain a safe, positive, and collaborative work environment
• Act as a go-to resource for CSRs, helping support their day-to-day success and long-term development
• Manage staffing schedules, callouts, and vacation coverage
• Identify staffing needs and initiate recruitment efforts as needed
• Oversee onboarding and training of new team members
• Provide both recognition and corrective feedback as appropriate in collaboration with leadership and HR

Operations & Administration

• Monitor workflow and CSR responsibilities to ensure smooth daily operations
• Collaborate with admin team on tasks like accounts receivable, inventory, equipment needs, and reporting
• Attend and represent CSRs in department and hospital-wide meetings
• Maintain recruitment records when needed outside of Workday

What We're Looking For

• 35 years of leadership experience in a veterinary, healthcare, or customer service setting
• Strong skills in client service, conflict resolution, and team management
• Experience with client retention and overall client satisfaction
• Excellent written and verbal communication skills
• Ability to adapt to changing priorities in a dynamic environment
• A collaborative, team-focused mindset

Why Join Us?

We believe in supporting our team with meaningful work, growth opportunities, and strong benefits, including:

• Competitive compensation
• Medical, dental, and vision coverage
• Paid vacation and sick time
• 401(k) with company match
• Generous employee pet care discounts
• Continuing education and career development opportunities

Physical Requirements

• Work is primarily performed in a hospital/office setting
• Must be able to stand for long periods
• Reasonable accommodations may be made for individuals with disabilities

Please note: This job description reflects the general responsibilities and qualifications for the role and is subject to change based on the needs of the hospital, changes in staffing, emergencies, or evolving job responsibilities.

At VCA West LA, we are a passionate, collaborative team committed to delivering the highest quality of patient care and client service. If you're ready to take the next step in your leadership journey and make a difference in the lives of people and pets we'd love to hear from you.