Job Description

Client Service Supervisor

We are looking for a positive, experienced leader who is passionate about client care and enjoys helping others grow. The Client Service Supervisor plays an important role in creating a welcoming environment for both our clients and our team. This individual will support, mentor, and guide our client service team while ensuring that every pet owner receives exceptional service and communication.

The right candidate is someone who leads with kindness, patience, and confidence, and who finds fulfillment in developing team members, building strong relationships, and creating a culture where people feel supported and valued.

This role works closely with the Hospital Manager, Medical Director, and Technical Supervisor to ensure the front office runs smoothly while helping our team continue to grow both professionally and personally.

What You'll Bring to the Team

We are looking for someone who:

• Has a strong passion for client service and team development

• Enjoys mentoring, coaching, and supporting team members

• Leads with a positive, solutions-focused mindset

• Demonstrates excellent communication and relationship-building skills

• Is highly organized and able to manage multiple priorities

• Works well independently while also being a collaborative team leader

• Is comfortable navigating difficult conversations with professionalism and empathy

• Brings experience managing teams and creating a positive workplace culture

Qualifications

• Minimum 2 years of supervisory or team leadership experience

• Veterinary experience preferred

• Strong knowledge of client service operations

• Excellent oral and written communication skills

• Intermediate to advanced computer skills

• Ability to lift up to 40 pounds

Schedule Expectations

This position offers schedule flexibility to ensure the team and hospital are supported. Coverage will include weekdays, and rotating Saturday's, depending on the needs of the hospital.

What You'll Do

Support and Lead the Client Service Team

• Guide and support the daily operations of the front office

• Interview, hire, train, and mentor Client Service Representatives

• Provide coaching, feedback, and ongoing skill development

• Foster a positive team culture built on collaboration and accountability

• Assist with employee evaluations alongside the Hospital Manager

• Schedule and support the CSR team

Strengthen the Client Experience

• Ensure every client interaction reflects the highest level of service and care

• Address and resolve client concerns with professionalism and empathy

• Communicate financial information clearly to clients and doctors

• Monitor and follow up on client service concerns

Operational Support

• Partner with the Hospital Manager on day-to-day operations

• Identify opportunities to improve workflow, communication, and client service

• Assist in developing and maintaining reporting tools

• Support the doctor team through reporting and communication tools

Additional Responsibilities

• Oversee open client accounts and collections processes

• Manage rabies licensing through the county

• Notify clients of missed CareClub payments

• Maintain CSR scheduling

• Conduct annual CSR performance reviews

• Order and maintain office supplies

• Manage RX pet food inventory

• Oversee prescription requests through Vetsource and Chewy

• Oversee Trupanion Express processing

• Assist with MAPS reporting for the doctor team

Why This Role Matters

The Client Service Supervisor helps shape the first and last impression our clients have with the hospital Just as importantly, this role supports the growth, confidence, and success of the team behind the front desk.

If you enjoy mentoring others, creating a positive team culture, and delivering outstanding service to both pets and their people, we would love to meet you.

If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.

Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development).We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at vcacareers.com.