Customer Service Supervisor

Description EveryPet is excited to expand its leadership team by welcoming a Front Office Supervisor to our life-saving mission! The Front Office Supervisor plays a key leadership role in supporting EveryPet's mission by leading the Veterinary Clinic CSR team, Community Cat CSR team, and Veterinary Clinic support team. This hands-on position is responsible for developing employees, delivering exceptional client experience, and ensuring efficient daily operations. Success in this role requires balancing team leadership, client support, operational oversight, and detailed administrative responsibilities while fostering a culture of collaboration, accountability, compassion, and continuous improvement in a fast-paced veterinary environment. Major Duties Always keeping EVERYPET’s mission at the forefront when making decisions. Providing direct leadership, coaching, and accountability for the Veterinary Clinic CSR team, Community Cat CSR team, and Veterinary Clinic support team ~ 20 team members. Oversight of the daily front office operation, including delegating daily tasks to each employee. This ensures a daily checklist and requires duties to be completed acceptably. Lead by example in setting performance standards that keep the reception area and the hospital running smoothly. Manage the appointment wait times while ensuring high standards of customer service and helping manage the flow of client experience. Support scheduled rescue groups, coordinate intake services, oversee outcomes, spotlight completed invoices while fostering business relationships and collaboration. Leading daily team huddles to improve communication, workflow, and engagement. Coaching employees through daily challenges while providing real-time feedback, mentoring, recognition, and corrective guidance when appropriate. Applying “real time” instruction and coaching. Address and mediate employee conflict as appropriate. Be fair and impartial to each employee regarding scheduling and implementing discipline. Setting up and maintaining the work schedule for the front office staff is important. This needs to be posted in advance every two weeks. Able to fill in when needed. Supporting recruitment, interviewing, onboarding, training, performance evaluations, and employee development. Process information that you are observing and are provided by your team to create 90-day and annual evaluations for team member reviews. Foster growth opportunities leading to advancement for our team. Building positive working relationships between team members and clinics is important, as you will be a liaison between departments. Serving as the primary escalation point for complex client concerns and coaching staff through difficult interactions Requirements A significant portion of the workday is dedicated to administrative responsibilities that directly support patient care, client service, financial accuracy, and organizational reporting. Control the financial practices and oversee 3rd party and internal payment services, including but not limited to ScratchPay, Varidi, and Internal Payment Agreements ensuring accuracy, timely reconciliation, and compliance with organizational policies. Ensure payments are posted and received on time. Weekly detailed monitoring of charitable grant utilization such as SpayJax, Duval Cat Fix, and Rosie’s Fund to ensure accuracy and supporting documentation. Maintain electronic records for rabies logs that are thorough and accurate. Review and update open invoices weekly. Provide timely resolutions to any discrepancies with daily cashier reports. Maintain a complete inventory of prevention products. Accurate and timely completion of End of monthly reports submitted to the practice manager. Leadership Skills Foster a culture of safety, trust, respect, and inclusion where employees feel valued and supported. Identifying workflow improvements that increase efficiency while enhancing the client's and employee experience. Handle conflicts with maturity and emotional intelligence while promoting a positive resolution to concerns. Model emotional regulation, professionalism, and respectful communication during high-stress situations. / Address conflict using restorative, solution-focused practices that strengthen team relationships. Communicate with the practice manager promptly regarding internal issues, potential/current client situations, or concerns within the team. Promote open communication by encouraging employee feedback, active listening, and collaborative problem-solving. Participate in team leader meetings and collaborate with leaders to improve team efficiency and protocols and assist in developing methods designed to enhance the morale of the receptionist staff. Team Members need to know they are vital to the operation of this business and are appreciated. Support staff well-being by recognizing signs of stress or burnout and connecting employees with available resources when appropriate. 2 years of Supervisory experience preferred for this position. Benefits 401(k) and 401(k) matching Medical, Dental, and Vision insurance Employee veterinary discount Flexible schedule Life insurance Paid time off Work Environment Our workplace is collaborative, welcoming, and committed to providing a safe, and respectful environment for employees, volunteers, clients, and patients. Customer Service Representatives work in a fast-paced veterinary setting alongside veterinarians, technicians, and fellow CSRs to provide compassionate care and exceptional service. The workspace features comfortable seating, organized workstations, efficient check-in and check-out areas, and modern scheduling technology designed to support teamwork and productivity. Regular team meetings provide opportunities for communication, training, and policy updates. However, certain hazards exist, including exposure to aggressive animals, infections, controlled substances, and unpleasant odors. Risks like bites, scratches, and contagious diseases are present, so we provide ergonomic furniture, stress management resources, and training in data protection and hygiene practices. Customer Service Representatives are expected to deliver exceptional customer service by greeting clients with empathy and professionalism, responding to inquiries, scheduling appointments accurately, maintaining confidentiality, and fostering a welcoming environment for every client. Employees are expected to contribute to a culture of respect, collaboration, psychological safety, and accountability while adhering to all organizational policies and safety protocols. Responsibilities The responsibilities listed above are not intended to represent an exhaustive or comprehensive list of all responsibilities, duties, tasks, or activities required of this position. Responsibilities may change, or additional duties may be assigned at any time, with or without notice, based on organizational needs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. Employee Wellness & Support We believe that caring for our team is just as important as caring for the pets and people we serve. Our organization is proud to provide a unique level of employee support through a full-time, on-site licensed Veterinary Social Worker dedicated to promoting team well-being, emotional resilience, and a healthy workplace culture. This resource provides support in areas such as compassion fatigue prevention, stress management, grief and loss support, communication, conflict resolution, and navigating the emotional challenges of veterinary medicine. To further support our employees, we also offer a robust Employee Assistance Program (EAP) at no cost to team members, providing confidential access to additional resources for personal and professional well-being. About Us EveryPet is committed to making veterinary care affordable and accessible. Our mission includes keeping dogs and cats in homes and out of shelters, providing low-cost spay/neuter services, and offering a range of related programs and services. Join us to be part of a growing organization where your contributions make a meaningful impact on the lives of pets and their owners. Equal Opportunity Employer EveryPet is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. #J-18808-Ljbffr