Client Service Representative Supervisor

Client Service Representative Supervisor

Westford Veterinary Emergency and Referral Center is looking for an experienced CSR Supervisor to lead and develop our Client Service Representative team. This is a hands-on leadership role for someone who can create an exceptional client experience, coach and hold a team accountable, identify operational problems, and take ownership of making things better.

WVERC is a 24/7 emergency and specialty hospital providing advanced care across emergency and critical care, surgery, internal medicine, neurology, ophthalmology, anesthesia and pain management, rehabilitation, and diagnostic imaging.

We're not looking for someone who simply sees a problem and reports it. We're looking for someone who asks why it's happening, develops a solution, brings the team along, and follows through to make sure the solution works.

What You'll Do

Lead & Develop the CSR Team

• Coach, mentor, and develop CSRs through regular feedback and clear expectations.
• Set the standard for professionalism, communication, client service, and teamwork.
• Recognize strengths, identify development opportunities, and help team members grow.
• Address performance and behavioral concerns promptly and professionally.
• Create an environment where employees feel supported while maintaining clear accountability.

Own the Client Experience

• Set the standard for compassionate, professional, and responsive client communication.
• Coach CSRs through difficult, emotional, or high-stress client interactions.
• Step in to de-escalate concerns when appropriate.
• Ensure clients receive clear, accurate, and timely information throughout their experience.

Improve How the Department Works

• Identify recurring problems, communication gaps, bottlenecks, and workflow challenges.
• Seek feedback from the CSR team and use it to make meaningful improvements.
• Investigate root causes rather than simply working around problems.
• Develop, implement, and evaluate practical solutions.
• Partner with clinical teams and hospital leadership when challenges cross departmental lines.
• Support accurate processes related to registration, estimates, payments, and client communication.

Lead Through a Fast-Paced Environment

• Bring calm, organization, and direction to the front desk during busy or stressful periods.
• Prioritize competing demands and know when to step in, delegate, or escalate.
• Communicate effectively across shifts and departments.
• Use department metrics and trends to identify opportunities to improve client experience, efficiency, accuracy, and team performance.

What We're Looking For

• Previous veterinary CSR/reception experience; emergency or specialty experience strongly preferred.
• Previous people-leadership experience involving coaching, performance feedback, accountability, or team development.
• A strong understanding of exceptional customer service.
• Confidence navigating difficult conversations with both clients and employees.
• Strong problem-solving skills and a demonstrated ability to take initiative.
• Excellent organization, prioritization, and judgment.
• The ability to remain calm, approachable, and professional under pressure.
• A leadership style that combines empathy and support with clear expectations and accountability.
• A genuine interest in developing people and improving how a team operates.

The right CSR Supervisor leads by example, develops people, listens to their team, addresses problems directly, follows through on solutions, and holds people accountable. They don't need to personally solve every problem they build a team that becomes increasingly confident, capable, and empowered to solve problems themselves.

WVERC is a comprehensive 24/7 emergency and specialty hospital committed to advanced medicine and compassionate, client-focused care. In this role, you'll work closely with hospital leadership and clinical teams and have a genuine opportunity to influence the client experience, strengthen the CSR department, and improve how the hospital operates.

Schedule: Full-time; schedule will reflect the needs of a 24/7 emergency and specialty hospital.

BENEFITS

• Competitive compensation and insurance (medical, dental, vision)
• 401(k) with up to 4% company match after 6 months
• Generous paid time off
• Company paid bonding leave or applicable state provided bonding leave
• Company-paid life, AD&D, and short-term disability insurance
• Continuing education allowance and license fee reimbursement
• Employee referral program and uniform allowance

Plus, special benefits to utilize for your own pet:

• Pet Care: Discounts on veterinary services and products
• Pet Diagnostics: Discounts on reference lab testing
• Pet Food: Discounts on Purina pet foods
• Pet Insurance: Discounts available with our preferred vendor

Rarebreed Veterinary Partners is a purpose-driven team that places talent first by supporting professionals to thrive in our industry and empowering hospital teams to provide exceptional care for pets and their owners. We focus on providing our hospitals with the best culture, tools, and support to allow the staff to focus on what they love most: caring for our animal companions.

Employment will require the successful completion of references and background check.

Rarebreed Veterinary Partners provides equal employment opportunities to all employees and applicants for employment in all job classifications without regard to race, color, religion, age, mental disability, physical disability, medical condition, gender, sexual orientation, genetic information, ancestry, marital status, national origin, veteran status, and other classifications protected by applicable state and local non-discrimination laws.