Manager, Veterinary Customer Service I
Manager, Veterinary Customer Service I
Manager, Veterinary Customer Service I
Chewy, Inc.
Chewy is seeking a Manager for Veterinary Customer Care to lead a team of virtual customer service representatives focused on enhancing pet health and providing exceptional service to pet parents and veterinarians. The role involves coaching, problem-solving, and collaborating with various teams to improve processes and customer outcomes.
Qualification
- Active Vet Tech License (CVT, LVT, or RVT) or 3-5+ years of small animal veterinary experience.
- 2+ years of multi-channel contact center management experience, preferably in Customer Service.
- Proficiency in computer systems and strong analytical skills to interpret data and operational trends.
- Strong leadership, coaching, and mentoring abilities with excellent communication skills.
- Exemplary listening and problem-solving skills, ability to multitask in a fast-paced environment.
- Passion for helping professionals and pets with a customer-first approach.
Responsibility
- Develop, lead and coach a team of virtual veterinary customer service representatives.
- Research and problem-solve to determine appropriate solutions for customers and partners.
- Hold team members accountable to drive results and provide coaching/feedback related to performance.
- Rotate schedule to ensure consistent support during all hours of operation.
- Identify inefficiencies and implement improvements in a rapidly evolving business environment.
- Analyze performance metrics to improve customer service outcomes.
- Collaborate with other managers to establish and build SOPs for existing processes.
- Provide insights on program improvements and feedback to engineering, IT, product, and design teams.
