Job Description

Veterinary Client Experience & Call Quality Specialist

Department: Administrative

Employment Type: Full Time

Location: Austin, Texas

Compensation: $22.00 - $24.00 / hour

Innovetive Petcare is seeking a customer-focused, detail-oriented Call Quality Monitoring Specialist to support exceptional communication standards and client service experiences across our veterinary hospitals. In this fully remote role, you will review client phone interactions, evaluate appointment booking effectiveness, monitor AI-assisted call experiences, and help improve how veterinary teams connect with pet owners every day.

This opportunity is ideal for candidates with experience in veterinary customer service, veterinary receptionist leadership, call quality assurance, veterinary client communications, or multi-site client support environments who are passionate about delivering outstanding service experiences.

If you enjoy coaching through insight, identifying opportunities to improve the client journey, and supporting veterinary teams through communication excellence, we encourage you to apply.

Key Responsibilities

• Review and evaluate recorded inbound and outbound veterinary client calls across assigned hospitals
• Assess customer service quality, professionalism, empathy, and communication effectiveness
• Monitor AI Virtual Assistant interactions for accuracy, client experience quality, and successful call routing
• Evaluate appointment booking conversion and identify missed scheduling opportunities
• Score calls using standardized quality assurance guidelines and service standards
• Identify coaching opportunities related to client communication, scheduling, and de-escalation techniques
• Maintain detailed records of call reviews, scoring, trends, and feedback documentation

• Prepare weekly and monthly call quality reports and customer service scorecards
• Analyze trends related to:
  • Appointment conversion performance
  • Missed and abandoned calls
  • After-hours client communication
  • AI-assisted call handling effectiveness
  • Scheduling accuracy and responsiveness
• Share actionable insights and service improvement recommendations with leadership teams
• Help identify enterprise-wide opportunities to improve the veterinary client experience

• Partner with hospital leaders and CSR teams to improve client communication standards
• Provide examples of successful client interactions and coaching opportunities
• Recommend customer service training topics based on recurring trends and quality findings
• Support onboarding and early-stage CSR development through call review feedback

• Utilize Weave for call playback, communication review, and reporting
• Use Patient Prism analytics to evaluate booking conversion and call outcomes
• Support optimization efforts for AI-assisted veterinary communication systems
• Assist with refining customer service quality standards and evaluation processes

Qualifications

• 2+ years of experience in veterinary customer service, veterinary reception, veterinary operations, or client communications
• Previous experience in call quality assurance, call monitoring, customer service coaching, or client experience evaluation
• Strong listening, communication analysis, and interpersonal skills
• Excellent written communication and documentation abilities
• High attention to detail with strong organizational and time management skills
• Ability to manage multiple hospitals, priorities, and reporting workflows simultaneously
• Proficiency with Microsoft Office, including Excel and Word

• Experience using Weave communication software
• Familiarity with Patient Prism or similar call analytics platforms
• Background in veterinary front desk operations, veterinary call centers, or multi-location support environments
• Experience working with AI-assisted customer communication technology or virtual assistant platforms
• Multi-site veterinary support or enterprise-level experience

Why Join Innovetive Petcare?

At Innovetive Petcare, we are committed to delivering exceptional veterinary care and outstanding client experiences across our growing hospital network. This role offers the opportunity to directly influence how pet owners experience communication, scheduling, and support throughout their veterinary journey.
You will collaborate with compassionate, forward-thinking teams focused on innovation, service excellence, and continuous improvement in veterinary medicine.

• Medical, dental, vision, and life insurance
• Paid time off
• 401(k) with employer match
• Employee discounts
• Free annual membership to Calm Health
• Ongoing training and career development opportunities

Join a team that values communication excellence, customer service, and meaningful impact in veterinary healthcare.