Client Experience Manager | $70,000–$80,000 Annually
Location: Plainview, NY
Schedule: Full-Time | Monday–Friday, 8:00 AM–5:30 PM
Compensation: $70,000–$80,000 annually
Long Island Veterinary Specialists (LIVS) is seeking an experienced Client Experience Manager to lead our Customer Service Representative (CSR) team in Plainview, NY. In this leadership role, you'll coach and develop a client-facing team, improve hospital workflows, and help ensure every client receives compassionate, consistent, and professional service.
This is an opportunity for a hands-on leader who enjoys developing people, solving problems, and working collaboratively with emergency, specialty, and hospital leadership teams.
Compensation $70,000–$80,000 annually
Full-Time Benefits Continuing Education & Uniform Allowance + Free VetBloom access (RACE-approved CE)
Veterinary Technician Education
Professional Development Assistance
Starting 2 weeks PTO + 7 days sick/personal time + Paid Holidays
Employee Referral Bonuses + Employee Discount
Access exclusive financial benefits to help you save on student loans, mortgages, and personal loans
NVA Pet Resort Discount + Pet Insurance Discount
Medical, Dental, Vision + HSA/FSA Options
Life Insurance
Other Insurance Options: AD&D + Short & Long-Term Disability + Critical Illness + Accident + Hospital Indemnity
401(k) with employer match
Employee Assistance Program
Schedule Full-Time, Monday–Friday
8:00 AM–5:30 PM
Weekend leadership coverage as required by hospital needs
Responsibilities
CSR Team Leadership & Development Supervise, schedule, coach, and support the Customer Service Representative team to ensure appropriate staffing and consistent client service.
Lead hiring, onboarding, training, performance evaluations, recognition, and corrective action in partnership with HR and hospital leadership.
Establish clear expectations for professionalism, communication, client interactions, and service standards.
Conduct team meetings, provide ongoing feedback, and support employee development.
Create communication tools, phone scripts, and training resources that help CSRs confidently navigate client interactions.
Maintain a visible, hands-on leadership presence and assist with CSR responsibilities when needed.
Build a supportive team culture focused on accountability, collaboration, hospitality, and continuous improvement.
Client Experience & Service Recovery Oversee the client experience from initial phone calls and check-in through treatment updates, financial conversations, discharge, and follow-up.
Respond to client concerns, complaints, and escalations with empathy, professionalism, and sound judgment.
Lead service recovery efforts and coordinate appropriate follow-up with clinical and hospital leadership.
Monitor lobby activity, wait times, cleanliness, safety, and communication to proactively address client concerns.
Coach team members to offer practical solutions and alternatives while respecting medical, financial, and safety boundaries.
Support sensitive client interactions, including euthanasia and bereavement, with compassion, dignity, and privacy.
Monitor client feedback and online reviews, including negative Google reviews, to identify service improvement opportunities.
Promote effective use of digital communication tools to improve the client experience.
Hospital Collaboration & Communication Partner with Emergency, Specialty, Nursing, Operations, and Clinical Leadership to improve communication and coordination of care.
Strengthen communication between clients, clinical teams, and referring veterinary practices.
Promote respectful, professional communication about referring veterinarians and previous patient care.
Identify recurring service challenges and collaborate with hospital leadership to improve workflows.
Encourage a consistent, client-focused approach to hospitality and service excellence across departments.
Operations, Quality & Financial Oversight Maintain and improve CSR procedures, training…