Veterinary Client Experience Supervisor

Client Experience Supervisor

Austin Veterinary Emergency & Specialty (AVES) has recently expandedadding new doctors, enhancing our services, and growing our departmentsnow operating in our brand-new, state-of-the-art 45,000 sq. ft. hospital. As part of this continued growth, we're hiring for multiple positions across departments. We're seeking highly skilled, self-motivated, and team-oriented professionals who are passionate about delivering exceptional care in advanced veterinary medicine.

Compensation: $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

The Client Experience Supervisor is responsible for providing daily leadership, coaching, and operational oversight for the Client Service Representatives. This position serves as a working supervisor who maintains a consistent presence within client-facing areas while ensuring exceptional client experiences throughout every stage of the patient visit. The Client Experience Supervisor promotes a culture of professionalism, teamwork, accountability, and compassionate service by serving as a resource for team members and collaborating closely with hospital leadership.

Responsibilities:

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

Qualifications:

• 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.

Why Choose AVES?

• 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 opportunitieswe're passionate about teaching!
• Enjoy a competitive salary and benefits package.

AVES has proudly served the Austin pet community for 11 years, delivering exceptional, compassionate care when it matters most. As a thriving 24/7/365 veterinary hospital, we offer a comprehensive range of specialty services including Emergency & Critical Care, Internal Medicine, Surgery, Neurology, Cardiology, Diagnostic Imaging, Interventional Radiologyand now, an exciting addition: a fully integrated Oncology Cancer Center, providing both medical and radiation oncology. We've Moved! AVES has officially relocated to a brand-new, 45,000 square foot, state-of-the-art facility just 2.6 miles from our original location. This expansion allows us to grow alongside our community, enhance our capabilities, and create even more opportunities for our team members to develop and thrive. Our core valuesKindness, Integrity, Collaboration, and Consistencyare at the heart of everything we do, guiding us in delivering top-tier medical care and an exceptional client experience. We are also deeply committed to the growth of our team, offering a robust on-site Education Program designed to support ongoing learning and hands-on training for our support staff.

AVES attracts Veterinary Technicians and Clinical Professionals from throughout the Austin metropolitan area and surrounding Central Texas communities, including:

• 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

About Ethos Veterinary Health Ethos Veterinary Health, part of the NVA Group, is where you come to practice world-class medicine, and help shape what veterinary care becomes next. Across our network of 140 specialty and emergency hospitals, science moves forward, standards are elevated, and innovation is put into practice every day. You'll work alongside respected veterinary leaders in academic-caliber hospitals designed for learning, teaching, and discovery. Here, mentorship is a two-way street. You'll share your expertise, learn from others, and continue to grow, clinically, professionally, and personally. At Ethos, you inspire hope, deliver exceptional care, and pursue veterinary medicine at its highest level, together.

Join Us At Ethos, this isn't just a job, it's an opportunity to practice medicine at the highest level and help shape the future of veterinary care. Candidates can confidentially submit their CV to Talent Acquisition Partner Craig at View email address on click.appcast.io Equal Opportunity Employer Ethos is an Equal Opportunity Employer. Ethos does