Client Services Manager and Director of Medicine & Canine Operations
Under the supervision of the Director of Medicine & Canine Operations the Coordinator is responsible for providing a high level of service and support to graduates and veterinary clinics serving GDBs canine population. This includes professional advice, education and advocacy to constituents and outside veterinary teams. VFA Coordinators are responsible for the implementation and roll-out of organizational programs that involve the medical care of GDBs canine populations; financial oversight of VFA funds, by ensuring proper use management of approvals in accordance with program guidelines and budgets - including resolution of trouble tickets, budget implementation and follow through. Additional: database entry oversight for all outside veterinary information; responsible for providing a broad range of phone-based assistance to external and internal constituent groups including potential applicants and professional organizations.
POSITION ESSENTIAL FUNCTIONS
- Provide extensive phone and computer support to outside constituents by ensuring that canine population receives the high quality care in a timely manner.
- Manage relationships with outside veterinary care providers by continuously enlist clinics as Program “Partners At Work” (PAWs Program). This includes initiating communications with potential clinics and explaining of the program. Successful enrollment of clinics into PAWs program as determined by organizational/departmental goals. Establish PAWs relationship for all outgoing teams as well as existing teams PAWs implementation and maintenance.
- Authorize Veterinary Financial Assistance to dogs in need, utilizing the program and guidance of the Director of Medicine and Canine Operations.
- Resolve outstanding trouble tickets in a timely and effective manner, by investigating potential causes and making recommendations of payments to accounting team. Communicate resolution and instructions to clinics and constituents.
- Coordinate closely with internal veterinary staff and outside veterinary providers in order to create a close support network for dogs and graduates.
- Answer routine to complex questions from external constituents about the organization, its functions and programs or general issues related to the blind and visually impaired. Identify and appropriately hand off calls requiring other GDB staff assistance.
- Documentation of all calls per Support Center’s protocol in a timely and appropriate manner, utilizing the appropriate database or other tools.
- Meet VFA budget guidelines by appropriately managing VFA approvals based on needs assessment pertinent to each financial assistance inquire/request.
- Support GDB programs as assigned
- Maintain updated knowledge of the dog and class training programs at GDB
- Adhere to our organization's safety policies and procedures and encourage others to do the same. Promptly report incidents and accidents according to campus procedures.
POSITION ESSENTIAL REQUIREMENTS
- At least two years’ experience in an administrative or phone based support position in an office environment.
- High school diploma or equivalent.
- Bilingual (Spanish) expertise is desirable.
- Call center or administrative receptionist experience in a fast-paced environment is highly desirable.
- Registered Veterinary Technician or equivalent highly desirable.
- Ability to identify objective and subjective problems and situations, develop and communicate effective solutions in a timely manner.
- Excellent customer service and communication skills, including: crisis management, interviewing, conflict resolution, motivation, empathy, clarity of oral and written communication.
- Ability to professionally represent the organization on the phone and in person.
- Ability to work independently and to collaborate with team members in local and remote locations.
- Ability to work in a fast-paced environment.
- Intermediate skills in Microsoft Office Suite, including Word, Excel, and Access or other database applications, internet based mapping and geographic information applications.
- Self-starter with high level of initiative, follow-through, skilled at multi-tasking, attention to detail, organization and prioritization.
- Excellent oral and written communication skills and pleasant phone manner.
- Self-starter with good initiative, follow-through, multi-tasking and attention to detail skills.
- Ability to work independently and as a member of a team.
- Full-time or Part-time Non-exempt position.