Job Information
Michigan State University(MSU) VDL Client Service Center Supervisor / Operations Supervisor II in East Lansing, Michigan
Working/Functional Title
VDL Client Service Center Supervisor
Position Summary
Supervise the functions of the Client Service Center (CSC) of the Michigan State university Veterinary Diagnostic Laboratory (MSU VDL).
Manage workload of 5 support staff members and 1 temporary/on-call employee who are answering client telephone inquiries, providing clerical support for laboratory sections, administrative processing of anatomic pathology cases, and rotating through reception areas.
Provide high quality, consistent customer service, both internally and externally.
Manage MSU VDL client complaint and participate as a member of the Patient Management Team, designed to drive consistency of customer service throughout the MSU VDL.
Responsibilities and Duties:
60% - Supervise Client Service Center employees, monitor and manage workload, perform all tasks currently performed by CSC personnel, model expected customer service behavior, and provide mentoring leadership for staff. Reassign individuals as necessary to accommodate urgent situations; serve as a liaison with clients, both internal and external, to ensure work completion and accuracy.
15% - Monitor hourly telephone volume, intercede early in problem requests; assist when call volume is high. Escalate to Patient Management Team or lab supervisor as necessary. Review customer call recordings and utilize to mentor staff. Manage and review customer complaints.
5% - Create monthly schedule, manage time off requests and absences, monitor attendance, and perform employee evaluations.
5% - Interview, hire, train, evaluate, and discipline regular and temporary CSC personnel. Resolve internal complaints and grievances.
5% - Develop, maintain, and implement Standard Operating Procedures (SOPs). Continually evaluate processes for opportunities for improvement.
5% - Collect, maintain, and report performance records, and participate as a member of the Patient Management Team.
5% - Other duties as assigned.
The VDL is a premier veterinary diagnostic laboratory for companion animals and horses as well as for livestock, laboratory, zoo, and wildlife species. The VDL performs more than one million tests per year on samples submitted from across the state of Michigan, the United States, and more than 25 countries. It has outstanding veterinary medical professionals and facilities and is world-renowned for expertise in endocrinology and cancer diagnostics.
The College's vision is to be the destination for teaching, innovation, care, and service. Six goals, backed by specific strategies, guide our organization as we move forward. Read more at https ://cvm.msu.edu/about/strategic-planning-2021-26/goals to learn about the MSU College of Veterinary Medicines goals, strategies and progress.
The College of Veterinary Medicine is committed to promoting the principles of equal opportunity and multiculturalism where all individuals are valued, respected, provided opportunity to flourish and open doors in their pursuit of excellence. We encourage and welcome our community to share ideas with us surrounding opportunities to advance diversity, equity, and inclusion.
Minimum Requirements
Knowledge equivalent to that which would be acquired in the first two or three years in college, technical, vocational or business school with coursework in a field related to the area of employment; one to three years of related and progressively more responsible or expansive work experience in performing tasks related to the area of employment, and may require one to three years supervisory experience; or an equivalent combination of education and experience.
Desired Qualifications
A successful candidate will be a professional who is organized, detail oriented, and one who does not sweat the small stu
