Job Description

Client Services Manager

GSVS Woodbridge — 24/7 Emergency & Specialty Hospital

About the Role

GSVS Woodbridge is looking for a Client Services Manager to lead our Front Desk and CSR team in a high-acuity, 24/7 emergency and specialty environment. This position ensures exceptional client experience, financial accuracy, strong referring veterinarian relationships, and consistent staffing coverage while building a high-performing, engaged team.

This is a hands-on leadership role for someone who thrives in a fast-paced setting, cares deeply about client experience, and knows how to build a team that shows up for one another — and for the families we serve.

Responsibilities

Client Experience & Service Excellence

• Own the end-to-end client experience across emergency and specialty services, ensuring compassionate, professional, and consistent service at all times.
• Review and respond to client feedback, online reviews, and satisfaction data; identify trends and implement service improvements.
• Manage and resolve client complaints and escalations in collaboration with medical leadership and hospital administration.
• Develop service recovery standards and coach team members on difficult conversations.

Team Leadership & Development

• Lead, coach, and mentor the Client Services team, including supervisors, operators, and CSRs.
• Foster a positive, accountable, and collaborative team culture focused on communication, empathy, and excellence.
• Partner with supervisors to provide ongoing coaching, performance feedback, and corrective action when needed.
• Support onboarding, training, and continued development of new and existing team members.
• Promote teamwork and alignment between Client Services, Nursing, and Medical teams.

Staffing & 24/7 Coverage

• Ensure optimal staffing coverage across all shifts, including nights, weekends, and holidays.
• Serve as backup coverage for the Client Services team when needed, including occasional shifts during gaps or high-volume periods.
• Develop and maintain schedules that support service demand, staff well-being, and operational efficiency.
• Monitor overtime, attendance, and coverage gaps; implement proactive solutions.
• Serve as an escalation resource for off-hours service issues as needed.

Financial & Cash Management

• Oversee daily cash handling processes, ensuring accuracy and compliance with hospital policies.
• Maintain responsibility for deposits, receipts, and reconciliation of client payments.
• Partner with hospital leadership to address discrepancies and improve financial controls.
• Train and audit team compliance with payment, refund, and financial procedures.

Referring Veterinarian Relationships

• Support positive relationships with referring veterinarians through professional communication and service consistency, ensuring front desk processes reflect the hospital’s commitment to referral partners.
• Collaborate with hospital leadership and partnership advocate to address service issues impacting referring practices.

Operational & Administrative Leadership

• Establish and maintain standard operating procedures for Client Services, identifying workflow inefficiencies and leading continuous improvement initiatives.
• Track key performance indicators related to client satisfaction, response times, and service efficiency.
• Collaborate closely with the Hospital Director, Medical Director, Assistant Hospital Manager, and Head Technician to align operations across departments.

Qualifications

• Minimum of 3–5 years of leadership experience in client services, hospitality, healthcare, or veterinary environments.
• Demonstrated success managing teams in a fast-paced, high-emotion, 24/7 setting.
• Strong conflict-resolution and communication skills, with the ability to handle sensitive client situations.
• Experience with cash management, deposits, and financial accountability.
• Proven ability to coach, mentor, and build high-performing teams.
• Flexibility to work occasional evenings, nights, or weekends, and availability as an escalation contact for off-hours issues.
• Veterinary or medical environment experience is strongly preferred.

GSVServices is proud to offer the following benefits:

• Competitive salary based on your level of experience
• Health, dental, and vision insurance, with HSA option- some plans paid 100%
• Maternity/Paternity leave
• Retirement Plan – 401K with employer match
• Licensing fees paid for credentialed technicians
• Employee Referral Bonus
• Paid Time off
• Mental health support with Talkspace
• Uniforms provided
• Pet discounts for medical care
• Full Time credentialed technicians eligible for Sign On Bonus

Garden State Veterinary Services is located at 1200 Route 9, Woodbridge NJ 07095