VDL Client Service Center Operations Supervisor II

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 6 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.

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 a client service area, and one to three years supervisory experience; or an equivalent combination of education and experience.

Desired Qualifications

A successful candidate will be a supervisor who performs all tasks within the VDL Client Service Center, who provides their fullest support in making subordinate employees successful and acts as the back-up to all subordinate employees; a professional who is organized, detail oriented, and one who does not sweat the small stuff and is able to remain calm, cool, and collected under pressure. The ideal candidate for this role will be team oriented, collaborative by nature, customer service focused, an independent problem solver, and has a positive attitude, while always maintaining a professional demeanor. Good written and oral communication skills; ability to function as a team member within and across multiple levels of operations. Experience working in a laboratory environment requiring specific safety and security awareness training; supervision of employees of a veterinary/medical/clinical operation; or an equivalent combination of education and experience.

Equal Employment Opportunity Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, age, disability or protected veteran status.

Required Application Materials

Resume/CV, cover letter, and 3 professional references.

Work Hours

STANDARD 8-5

Website

HTTPS://CVM.MSU.EDU/VDL

Bidding eligibility ends July 7, 2026 at 11:55 P.M.