The College of Veterinary Medicine and the Veterinary Medical Center (VMC) is currently seeking an Associate Director responsible for leading, directing, and managing a comprehensive Customer Service team including reception/admissions/discharge for small animal, farm animal and equine hospitals; call center; referral coordination, and the Honoring the Bond program. This position will report to and collaborate with the Director of the Veterinary Medical Center to develop and deliver optimal customer service standards in a large veterinary health care setting. The Associate Director provides direct supervision to client service managers and the Honoring the Bond program coordinator. The ideal candidate will be able to successfully foster a positive and productive customer service atmosphere by leading through example, coaching and promoting self and peer accountability; and ensuring development and management of standard operating procedures. This individual must have experience in the development and implementation of effective customer feedback tools and monitoring of customer satisfaction, as well as using this information to implement practice improvements. The Associate Director must be able to facilitate front line resolution of complex customer service issues, while ensuring potential risks are considered. This position effectively works with Ohio States Office of Legal Affairs and Risk Management when necessary. This position plays a key role as part of the VMC leadership team and will serve as point person for issues and problems that arise in the absence of the Director. Must have top notch judgement and problem solving abilities with a professional maturity leadership style that contributes to a positive culture; excellent communication, interpersonal, organizational and process improvement skills; the ability to be a change agent, the desire to lead and support the client services team to continually provide exceptional customer service within the VMC; and a strong appreciation and interest in working with animals and contributing toward the mission of the college and the VMC. This individual must be willing to have a presence across three shifts and a comfort level with a 24/7/365 operation. Completes other duties and projects as assigned by the VMC Director.

Minimum Education Required
Bachelor's Level Degree or equivalent combination of education and experience

Additional Education Desired
Master's Degree or equivalent combination of education and experience

Required Qualifications
7+ years of experience with direct customer service management preferably in human health care, or veterinary care; prior supervisory experience working with large teams and multiple reports; excellent listening skills and the ability to interpret information; process improvement experience; prefer previous experience with customer data/tracking management software, data analysis and reporting; must be self-sufficient and resourceful in a team environment; willing to work across multiple shifts in a 24/7/365 operation

Hiring Range - $102,000 - $134,000

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The Ohio State University is a dynamic community of diverse resources, where opportunity thrives and where individuals transform themselves and the world. Founded in 1870, Ohio State is a world-class public research university and the leading comprehensive teaching and research institution in the state of Ohio. With more than 63,000 students (including 57,000 in Columbus), the Wexner Medical Center, 14 colleges, 80 centers and 175 majors, the university offers its students tremendous breadth and depth of opportunity in the liberal arts, the sciences and the professions.

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