Customer Contact Center Supervisor

This leadership position oversees the Veterinary Medical Center's (VMC) customer service professionals, ensuring excellent client service and compassionate, professional management of various client interactions. Key responsibilities include:

Supervision and Leadership:

• Lead, direct, and manage the work of the Customer Contact Center service staff.
• Exercise authority to hire, transfer, suspend, promote, discharge, assign work, reward, discipline, and adjust grievances.
• Plan, organize, and coordinate the daily activities and schedules for staff.
• Review and analyze data from a variety of sources to identify trends and implement process improvement.

Client Service and Operations:

• Manage client-facing operations, including SAH and Equine Center front desk greeting and identifying client needs.
• Supervise clerical duties such as triaging all incoming calls and managing service-specific appointment and procedure scheduling.
• Oversee various client communication processes throughout the patient's journey.
• Develop, review, and adjust staff procedures and reference materials.
• Drive continuous improvement initiatives to enhance client service and maintain the VMC's competitive edge.

Essential Functions

35%- Customer Contact Center Ops (SAH, Piper Equine & Companion Animal Teaching Clinic)

• Staffing & Coverage:
  • Maintain adequate staffing across three distinct locations-including the 24/7 Lewis Small Animal Hospital-to ensure seamless service delivery.
  • Staff responsibilities range from general to advanced clerical support.
• Policy & Procedure:
  • Partner with the Director of Operations to develop, implement, and maintain clerical policies and procedures.
• Service & Compliance:
  • Ensure all staff utilize exceptional client and service communication skills.
  • Oversee compliance with electronic medical record best practices.
  • Ensure adherence to best practices for payment collection.
  • Maintain strict accounting protocols for processing online payments and managing register opening/closing procedures.

25%- Develops and Leads Customer Service Team

• Motivates and develops customer service staff through consistent coaching and mentoring.
• Conducts one-on-one meetings and provides real-time follow-up on both successes and areas for improvement for all direct reports.
• Coaches customer service professionals to achieve superior performance and recognizes team accomplishments.
• Monitors service calls to evaluate customer service professionals' demeanor, technical accuracy, and adherence to best practices.
• Tracks and reviews communication metrics for all staff to ensure a balanced and reasonable baseline workload distribution.

15%- Training and Staff Development

• Coordinate training schedules with the Project Coordinator.
• Develop and maintain comprehensive training checklists.
• Lead the training and onboarding process for new staff, including student team members.
• Schedule remedial training as needed for existing employees.
• Conduct mid-probationary and final probationary reviews for all collective bargaining unit staff members.

15%- Proactively seeking ways to enhance the client experience

• Maintains service standards by monitoring the post-visit communication worklist, service email, and fax.
• In collaboration with technical supervisors and leadership, addresses customer complaints by answering questions and recommending corrective services.
• Assists with maintaining a solution-focused approach during elevated customer interactions.
• Coordinates with service supervisors to optimize patient flow from initial contact through discharge.
• Collaborates with organizational leadership from a variety of units to exchange customer service information and resolve operational obstacles.
• Supports the auditing team in reviewing patient invoices to maintain accurate and timely billing and respond to compliance trends and changing operational needs.

10%- Plans, Prepares, and Devises Work Schedules

• Coordinate the work schedules for all direct report clerical staff, including student staff and those covering after-hours and weekend shifts.
• Optimize staff labor and maintain customer service standards while ensuring adequate time is allocated for employee meal breaks, meetings, and professional development.
• Communicate all schedule changes to staff effectively and promptly.
• Respond quickly to unplanned staff absences by reorganizing schedules to ensure all essential work areas remain covered.

Anticipated Hours/Week:

• 40 hours/week

Required Qualifications

• Bachelor's degree (BA/BS) plus a minimum of four (4) years of related professional experience.
  • OR a combination of education and work experience totaling at least eight (8) years.

Preferred Qualifications

• A minimum of six (6) years of veterinary or medical education or work experience, combined with two (2) years of customer service experience.
• Experience in an academic teaching hospital setting.
• A minimum of one (1) year of supervisory experience.
• Experience with database systems and report generation.
• Proficiency with Google and Zoom Suite.
• Education, training, or experience in statistics and their application to managing service and staff levels.

Pay Range: $27.74 - $30.00/hr; depending on education/qualifications/experience

Time Appointment: 100% Appointment

Position Type: Civil-Service & Non-Faculty Labor Represented Staff

Please visit the Office of Human Resources website for more information regarding benefit eligibility.

The University offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area

While our salary ranges provide a framework, it is important to note that most of the
time, the initial pay may not reach the maximum of the range. This approach ensures
that compensation reflects the value and unique contributions of each candidate while
maintaining equity within our organization. As part of our commitment to fair and
equitable compensation, please be aware that the salary offered to incoming candidates
will be based on their individual credentials and experience.

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

To request an accommodation during the application process, please e-mail jobcentr@umn.edu.

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by Forbes as a Best Employer for Company Culture (2026), Best Employer for Women (2023, 2025, 2026), and Best Employer by State (2022-2026). In 2026, we also received Culture Excellence & Industry Awards recognition for employee appreciation and work-life flexibility.