Client Experience Supervisor

• $25 -$30/hr. based on experience

Benefits:

• 401(k) with matching
• Health, Dental, and Vision insurance
• Health Savings Account (HSA) / Flexible Spending Account (FSA)
• Life and Disability insurance
• Paid Time Off (PTO) and Holidays
• Employee Assistance Program and Discounts (including Pet Discount)
• Professional development and tuition assistance
• Uniform stipend
• Retirement plan

Schedule

• Full Time
  • Days: TBD

• Supervise and support Client Service Representatives during assigned shifts.
• Model professionalism, empathy, accountability, teamwork, and exceptional client service.
• Foster a positive work environment and reinforce hospital culture and values.
• Serve as a resource for workflow questions, complex client interactions, and operational concerns, escalating issues to the Client Experience Manager as needed.

• Ensure client-facing areas remain clean, organized, welcoming, and fully stocked.
• Monitor workflow to support efficient admissions, referrals, scheduling, communication, and discharges.
• Assist with staffing assignments, shift coverage, and daily task delegation.
• Monitor department performance metrics and identify opportunities to improve efficiency and client satisfaction.
• Resolve client concerns and support service recovery efforts.

Staff Development

• Coach, mentor, and provide ongoing performance feedback to team members.
• Conduct one-on-one meetings, introductory evaluations, and assist with annual reviews.
• Participate in recruiting, hiring, onboarding, and training new employees.

• Maintain training resources, task lists, and departmental SOPs.
• Conduct phone quality reviews and support Call Center performance improvements.
• Assist with workflow enhancements and implementation of new processes.

Administrative Responsibilities

• Assist with scheduling, PTO requests, staffing coverage, refunds, collections, and departmental documentation.
• Maintain shared resources, communication boards, and reference materials.

• Reinforce hospital policies, professionalism, confidentiality, attendance, and client service standards.
• Report employee performance or operational concerns to the Client Experience Manager.
• Maintain strict confidentiality regarding personnel, financial, client, and hospital information.

Additional Responsibilities

• Perform Client Service Representative duties as needed.
• Support cross-department collaboration, hospital initiatives, special projects, audits, and operational improvements.

Supervisory Responsibilities

• Provide day-to-day supervision of Client Service Representatives, including coaching, scheduling support, onboarding, performance management, and employee development while maintaining the highest level of confidentiality.

• High School diploma or equivalent.
• Minimum of two (2) years of experience in veterinary client service, healthcare client service, or hospitality leadership.
• Minimum of one (1) year of leadership or supervisory experience, or demonstrated leadership responsibilities.
• Dependable, self-motivated, and detail-oriented with strong organizational skills.
• Ability to prioritize and manage time effectively in a fast-paced environment.
• Patient-focused attitude with active listening and problem-solving skills.
• Ability to work quickly and efficiently without compromising accuracy or quality.
• Exceptional leadership, coaching, and interpersonal communication skills.
• Strong organizational and time management abilities.
• Excellent client service and conflict resolution skills.
• Ability to prioritize multiple responsibilities in a fast-paced environment.
• Demonstrates professionalism, sound judgment, discretion, and confidentiality.
• Proficient in Microsoft Office and hospital management software.
• Adaptable to changing priorities and operational demands.
• Passion for delivering exceptional client experiences while fostering a collaborative and supportive workplace culture.
• Fluent English skills (speaking & reading) are required for the role; fluency in multiple languages a plus!

Preferred Qualifications

• Associate's or Bachelor's degree in Business Administration, Healthcare Administration, Veterinary Technology, Hospitality Management, or a related field.
• Experience in emergency or specialty veterinary medicine.
• Experience with employee scheduling, training, coaching, and performance management.
• Excellent verbal and written communication skills, with the ability to collaborate effectively in a team setting.

• Work alongside a compassionate, dedicated team of veterinary professionals.
• Thrive in a dynamic, fast-paced environment where no two days are the same.
• Make a direct impact on the lives of pets and their families during critical times.
• Receive continuous training and growth opportunities—we’re passionate about teaching!
• Enjoy a competitive salary and benefits package.

• Austin, TX
• Round Rock, TX
• Cedar Park, TX
• Georgetown, TX
• Leander, TX
• Pflugerville, TX
• Hutto, TX
• Kyle, TX
• Buda, TX
• Lakeway, TX
• Bee Cave, TX
• Dripping Springs, TX
• Liberty Hill, TX
• Manor, TX
• Elgin, TX
• Bastrop, TX