Client Relationship Manager

***Applications are only accepted through our Human Resources platform, Centrally HR. Please CLICK HERE to apply! ***

CARE | Charlotte Animal Referral & Emergency is a privately owned 24-hour Emergency and Specialty Referral Hospital in Charlotte, NC that offers its employees a fun company culture, supportive work environment, excellent benefits, and opportunities for growth! Board-certified specialty services offered include Cardiology, Internal Medicine, Neurology, Ophthalmology, Oncology, and Surgery.

We are seeking a highly organized, proactive, and resourceful Client Relationship Manager.
The Client Relationship Manager (CRM) plays a critical role in upholding and enhancing the client experience at our veterinary referral clinic. This individual will serve as a key liaison between clients and staff, ensuring that concerns are addressed professionally, promptly, and with compassion. The CRM will also be responsible for monitoring and improving communication across the hospital, including the evaluation of recorded phone calls and client interactions. Their ultimate goal is to help foster a culture of service excellence and trust with both clients and team members.

Key Responsibilities:

Client Communication & Resolution

• Serve as the primary contact for managing client complaints — both in person and via phone or email — with professionalism, empathy, and discretion.
• Investigate and resolve concerns efficiently while maintaining strong client relationships and ensuring client satisfaction.
• Respond to online client feedback, including Google reviews, in a timely and thoughtful manner that reflects the clinic’s values.
• Document and report client issues, outcomes, and patterns to leadership to support continuous improvement.
  
  

Internal Support & Staff Feedback

• Review recorded client phone calls for quality assurance purposes.
• Provide constructive feedback to Client Service Representatives (CSRs), doctors, and other hospital staff based on call evaluations and client interactions.
• Identify opportunities to improve communication, service consistency, and client satisfaction through coaching and team collaboration.
• Reviewing security camera footage for clarification in resolving client complaints and issues.
  
  

Training & Development

• Partner with leadership to develop and implement training materials and programs designed to enhance client service skills across all departments.
• Lead or support staff training initiatives related to customer service, conflict resolution, and client communication best practices.
• Maintain up-to-date knowledge of client service trends and contribute to a culture of excellence, empathy, and professionalism.
  
  

Collaboration & Process Improvement

• Work cross-functionally with medical and support teams to ensure seamless and compassionate client experiences throughout the referral process.
• Assist in developing and refining SOPs related to client communication, complaint management, and service recovery.
• Monitor and analyze client feedback trends to proactively improve the hospital’s service delivery.
• Reviewing and analyzing Call Center Data. Help providing feedback for better communication for the Hospital and CSRs

Qualifications:

• Required:
  
  
  • 3+ years of experience in client service or client relations, preferably in a veterinary or healthcare setting.
  • Excellent interpersonal and communication skills, both written and verbal.
  • Ability to handle emotionally charged situations with tact, empathy, and professionalism.
  • Strong organizational and problem-solving skills.
  • Comfortable giving and receiving feedback across all levels of staff.
  • Proficiency in Google Workspace and veterinary practice management software (or ability to learn).
    
    
• Preferred:
  
  
  • Experience responding to online reviews or managing customer feedback platforms.
  • Prior experience with training or coaching in a customer service setting.
  • Veterinary, medical, or animal-related industry experience.
    
    

Work Environment:

This position is primarily on-site and involves regular interaction with clients, staff, and leadership teams. The role may occasionally require extended hours, including evenings or weekends, depending on client or hospital needs.

EDUCATION AND EXPERIENCE

• High School Diploma

PHYSICAL REQUIREMENTS

• Prolonged periods of sitting at a desk and working on a computer.

***Applications are only accepted through our Human Resources platform, Centrally HR. Please CLICK HERE to apply! ***