Job Description

Senior CSR Supervisor – Client Experience Lead

If you are an experienced customer service professional and people leader, looking to positively impact the lives of pets and people, joining the team at Bay State Veterinary Emergency and Specialty Services will allow you to do just that. The Senior CSR Supervisor – Client Experience Leadis an essential member of our team and must have experience successfully leading a team of people in real time, while ensuring an exceptional client experience. Our ideal candidate is driven to cultivate employee relations, culture, diversity, and leadership in the complex veterinary hospital setting. The role will work closely with senior management with a heavy focus on employee experience and inclusion-related initiatives.

Role Purpose

The Senior CSR Supervisor – Client Experience Lead is responsible for supervising the CSR team while supporting the Director of Client Experience in delivering an exceptional client experience. This role ensures client concerns are addressed promptly and consistently, partners with Marketing to capture and respond to online feedback, and helps implement improvements to the client experience process. This position does not set policy or standards; it operates within frameworks established by the Director of Client Experience.

Core Responsibilities

Senior CSR Supervisor Duties

• Lead the CSR team, providing daily floor supervision and operational support
• Oversee workflow on shift to ensure coverage, efficiency, and adherence to hospital standards
• Support onboarding, hiring, training, development, and performance management of CSR staff
• Coach, mentor, and develop CSR staff, supporting succession planning and professional growth
• Ensure CSR operations meet hospital standards and align with Director of Client Experience priorities
• Cover front desk operations as needed
• Perform supervisor-level responsibilities, including delegating tasks, monitoring staff performance, and addressing operational issues on the floor
• Execute day-to-day client experience follow-through within established frameworks, escalating any issues that cannot be resolved to the Director of Client Experience

Client Experience Lead Duties

• Own and monitor the centralized client complaint inbox and voicemail
• Triage and resolve complaints directly when appropriate, or assign to supervisors/managers
• Partner with Marketing to capture online review feedback and funnel appropriately
• Execute the Director of Client Experience’s vision for improving client experience processes
• Escalate high-risk, complex, or sensitive issues to the Director
• Serve as primary operational contact for external partners, including ACOs and rescue organizations
• Ensure all client interactions are handled professionally and timely, closing the loop with clients

Leadership & Mentorship

• Serve as a resource and mentor to other CSR supervisors
• Support consistency in client experience standards across shifts and teams
• Act as a bridge between floor operations and director-level strategy

Qualifications

• Demonstrated success as a CSR Supervisor
• Strong judgment and emotional intelligence in client-facing situations
• Ability to manage sensitive situations with professionalism and discretion
• Proven leadership presence on the floor
• Strong written and verbal communication skills

Benefits and Perks (Full-Time)

• Florida Blue Insurance Plans with 3-tiered options; Employer paidpremiums, AND paid deductible for employees!

• Flexible Spending Account, Health Savings Account or Health Reimbursement Account options 
• United Healthcare Dental Insurance; includes a 100% paid premium option for team members
• United Healthcare Vision Insurance options
• Complimentary Short-Term Disability
• Complimentary Life Insurance; with options to purchase additional voluntary benefits for self or family 
• Company Sponsored Employee Assistance Program (Headspace)
• 401K with 100% company match up to 3% and 4% company match for your 5% of contributions, eligible after 6 months of employment
• Long Term Disability option (paid for by employee)
• Progyny-Fertility and Family Building Support
• Team Member Discounts for Pet Care
• Paid time off-inclusive of sick, personal, and vacation
• Digital Musculoskeletal Support
• Veterinary Social Worker on-site
• Compensation: up to $26/hour commensurate with experience.

BSVESS is located in Swansea, MA with a sister facility in East Greenwich, RI. BSVESS is a 35,000 sf building with a very busy emergency service and a growing specialty hospital with specialists in emergency/critical care, internal medicine, surgery, medical oncology, and radiation oncology. Specialized equipment includes telemetry, endoscopy, CT scanner, ultrasound, and more.

We are a proud United Veterinary Care Partner hospital. United Veterinary Care supports the unique culture and individuality of each partner hospital while empowering the hospital teams in their care for patients. One of our goals is to support our community of hospitals in creating sustainable, fulfilling careers in a profession we love.

United Veterinary Care (UVC) is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, transgender status, national origin, citizenship, age, disability or military or veteran status, or any other legally protected status. UVC is an Equal Opportunity Employer. Minorities/Women/Veterans/Disabled.