Customer Service Manager

Customer Service Manager

Location: Avets Specialty & Emergency Veterinary Hospital – Monroeville, PA
Job Type: Full-Time | Leadership Role | On-Site

Welcome to Avets

Our mission at Avets is to provide state of the art medicine and compassionate care for pets and the people who love them.

W e are a 24/7 specialty and emergency veterinary hospital serving the greater Pittsburgh area. Our mission is to provide the highest quality veterinary care with a focus on compassion, innovation, and teamwork. As part of the Ethos Veterinary Health network, we support our staff with career growth opportunities, strong core values, and a collaborative environment that values both people and pets.

We are proud of our fast-paced, high-acuity hospital and the dedicated professionals who bring our values to life every day. If you’re passionate about leadership, service excellence, and team culture, you’ll thrive here.

Now Hiring: Customer Service Manager

We are looking for a dynamic Customer Service Manager to lead our Client Care Coordinator (CCC) team and elevate every stage of the client experience. You will be a critical part of hospital leadership—driving customer service strategy, leading staff performance, and ensuring operational excellence. From handling escalated concerns to building scalable processes, your leadership will shape how we serve both clients and referring veterinarians.

Why Join Avets?

• Competitive salary and performance-based incentives

• Comprehensive benefits: medical, dental, vision, and life insurance

• 401(k) with company match

• Generous paid time off and paid holidays

• Employee pet care discounts

• Robust onboarding and training support

• Leadership development programs and continuing education

• Team-focused culture rooted in compassion and collaboration

Key Responsibilities

People Leadership

• Manage hiring, onboarding, coaching, and performance management of the Customer Service team

• Design and lead training programs to foster knowledge growth and improve service delivery

• Promote a strong, inclusive team culture aligned with hospital values

• Coordinate schedules and coverage to ensure high-quality service 24/7

• Support staff engagement, retention, and recognition strategies

Client Experience & Service Operations

• Oversee all client-facing services, including front desk, call center, and referral coordination

• Manage escalated client interactions with professionalism and empathy

• Build and improve systems, SOPs, and workflows to streamline the client journey

• Partner with clinical and medical leaders to align client experience with hospital goals

• Lead department meetings and participate in hospital-wide leadership functions

Financial & Technology Oversight

• Review timecards and payroll for accuracy

• Assist with incentive programs and reward structures

• Monitor service/product requests and purchasing needs within budget

• Ensure full use of practice management software (PMS) to improve efficiency

• Troubleshoot equipment issues and maintain continuity during tech outages

General Expectations

• Adhere to OSHA and hospital safety protocols

• Actively participate in meetings, training, and performance reviews

• Maintain a respectful, professional, and communicative presence across the hospital

• Provide on-call support and act as backup for other leadership team members

• Be ready to assist in CCC duties as needed during high volume or staff absences

Required Qualifications

• Bachelor’s degree strongly preferred

• Minimum 5 years of customer service management or supervisory experience in veterinary, medical, hospitality, or related field

• Proven experience leading teams, handling escalations, and managing performance

• Advanced skills in Microsoft 365 and familiarity with client communication systems

• Excellent interpersonal, leadership, and multitasking abilities

• Willingness to work flexible hours, including evenings or weekends as needed

Physical Requirements

• Frequent use of computers and telephones; occasional lifting of up to 25 lbs

• Ability to move throughout the hospital and observe team and client interactions

• Clear communication both in person and through technology

• Travel to support on-site coordination and information sharing

Be part of a team that’s redefining veterinary care—where compassion meets performance and people always come first.

Ethos Veterinary Health is at the forefront of innovation and world-class medicine. As the premier network of over 140 specialty and emergency hospitals across North America, Ethos brings together a dedicated community of more than 1,500 specialized doctors providing care for nearly 2 million pets annually. The integrated and collaborative network of veterinary professionals utilize state-of-the-art technology and a scientific, evidence-based approach to deliver compassionate, unparalleled care and rewarding careers. Committed to revolutionizing veterinary medicine, Ethos sets the standard in veterinary excellence. Discover more at EthosVet.com. .

Ethos Veterinary Health offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees.  The team can provide more information about compensation and benefits for your specific location during the process.  For positions based in Colorado, Ethos Veterinary Health provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.



Ethos Veterinary Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

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