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Customer Service and Scheduling Team Manager

Phoenix, AZ 85018 • Customer Service • General Business • Full-Time

Salary Range:  $55,000 - $70,000 year

Customer Service and Scheduling m TeaManager – Dr. Kelly’s Mobile Surgical Unit

Position Summary: 

Dr. Kelly’s Mobile Surgical Unit is looking for a Customer Service and Scheduling Team Manager to support a busy and rapidly growing veterinary practice.  The Customer Service and Scheduling Team Manager will support multiple locations throughout Arizona and be responsible for managing a growing customer support team of 8-10 reps, manage customer service KPI’s and metrics, and scheduling across all locations.  This is a hybrid in-office/work-from-home role based in the Phoenix area. 

Dr. Kelly's is a mobile veterinary practice that specializes in high-quality surgical and preventative procedures for small animals. We offer affordable veterinary surgical services for owners and their pets right in their own neighborhood.  We are excited to be one of the most innovative and fastest-growing businesses in Arizona, with an incredible team, mission, and culture!

 

WHAT You Will be Doing:

  • Staff Management - Hire, train, develop and retain the customer support team. Audit and adjust scripts as needed to engage and support our clients and drive new business. Audit phone, text, and email conversations to ensure the highest level of customer satisfaction and specialist efficiency.
  • Schedule Management – Manage service scheduling across all locations. Ensure schedules meet daily guidelines and are arranged to meet or exceed revenue targets by location. 
  • KPI’s and Performance Metrics – Including but not limited to call, email, and text response times, scheduling accuracy, and daily revenue targets. Analyze and use data to effectively communicate performance to all levels of the organization
  • Zendesk – We have recently moved to a Zendesk platform for omni-channel contact support. Experience with this software and tier formatting is helpful.

The nitty-gritty . . .

  • Exceptional communication and analytical skills
  • 2+ years managing a Customer Service team and metrics
  • Bachelor’s Degree preferred
  • Zendesk – Experience using ZenDesk is a huge PLUS!
  • Vet Med Experience – experience in the vet med field is a big advantage but not necessary

Why You Should Apply:

  • We are a growing and thriving practice!
  • Be part of an awesome management team with great staff!
  • You love animals!
  • Competitive Compensation – Medical, Dental, Vision, 401K matching, PTO
 

Be part of something special! We bring change to the way pets are helped, by providing affordable AND convenient surgical solutions for pets and their parents.  Our specialty is surgical care sensitive to the budget of our clients. 

Since 2016 we have provided affordable surgical options for clients to help their pets. With 5 locations across the Phoenix and Tucson Metro areas we have wide service areas to meet the community need.

In 2022 we had provided over 25,000 low-cost or free pet surgeries. Dr. Kelly's fills the gap for owners looking for quality care with out the significant cost burden.

We are proud of the work we do to help pets in need and the incredible number of 5-star reviews we receive are a strong indication of our good work.

And we are growing! 

Why you should work with us:

Do you like to help pets in need?

Are you tired of going over estimates clients can't afford?

Do you like an easy schedule?  No weekends!

Are you tired of being told to oversell owners?

Would you like to feel good about the work you're doing?

What we are looking for:

A difference maker! Pet parents need your help to provide compassionate care for their fur children

A person of INTEGRITY. Do what you say, say what you mean

Passionate about animal care

Critical thinking skills and ability to make appropriate judgment calls when needed

Previous Veterinary Hospital experience (required for mobile clinic positions, preferred for Pet Resource Specialists)  


"The work is rewarding and the life balance amazing. I’ve never worked at a clinic before with such reasonable scheduling expectations. Dr Kelly’s is a true rarity in the vet profession. I love the job AND have time for a life outside of vet med."

- Dr. Yoshino, Associate Veterinarian


"Working for Dr. Kelly’s Mobile Surgical Unit has changed my life. I am so proud to work for a company that does so much wonderful work for pets, their owners and the community. Dr. Kelly is an incredible doctor, the practice is very well managed, and the technicians are extremely skilled and knowledgeable. Our goal of helping animals as a team is always our top priority. The job is fast paced and the work we do can be stressful, but it is very rewarding, and the atmosphere is always positive and supportive. I am so lucky to have the opportunity to learn and strengthen my skills as a technician with such an amazing staff and to do so much good for animals. This is hands down the best job I’ve ever had."

-Kat, Veterinary Technician

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