Manager Veterinary Customer Service I
Manager Veterinary Customer Service I
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1 Vacancy
Job Description
Chewy is looking for a Manager Veterinary Customer Care to join our Healthcare Team. Come join our growing organization and be a part of revolutionizing the pet health industry! Join a team that cares deeply about improving pet health and providing best in class customer service for both pet parents and the veterinarian community.
What Youll Do:
- Develop lead and coach a team of virtual veterinary customer service representatives supporting Chewy customers primarily for Chewy Vet Care Clinics.
- Research and problemsolve to determine appropriate solutions for the customer and partners and followup as needed to resolve issues.
- Hold all team members accountable to drive results by being available removing barriers and obstacles facilitating change and providing coaching/feedback related to performance.
- Schedule will rotate to provide a consistent presence and ensure support is available during all hours of operation.
- Ability to identify inefficiencies implement improvements and lead teams through process changes in a rapidly evolving business environment
- Ability to analyze performance metrics (e.g. CSAT firstcall resolution handle time) to improve customer service outcome
- 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.
What Youll Need:
- Active Vet Tech License (CVT LVT or RVT) in a state eligible for hire within Chewy or 35 years of small animal veterinary experience or equivalent industry experience.
- 2 years of multichannel contact center management experience (Customer Service strongly preferred) with leadership track record and verifiable history of leading successful highvolume 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 problemsolving skills ability to multitask in a fastpaced environment.
- Passion for helping professionals and pets working effectively in a teamoriented setting with empathy and a customerfirst approach.
- Highspeed internet a quiet designated workspace and commitment to a fulltime schedule including potential evenings weekends and holidays.
- Position may require travel.
Preferred:
- A Veterinary Technology associate or bachelors degree from a NAVTA and/or AVMACVTEA accredited program or equivalent is preferred.
- 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 (VeterinaryClientPatient Relationship) and telemedicine laws to ensure compliance when advising customers.
Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.
If you have a disability under the Americans with Disabilities Act or similar law or you require a religious accommodation and you wish to discuss potential accommodations related to applying for employment at our company please contact .
To access Chewys Privacy Policy which contains information regarding information collected from job applicants and how we use it please click here: Chewy Privacy Policy.
Required Experience:
Manager
Employment Type
Full Time
