Client Service Representative Supervisor

CSR Supervisor

VCA Animal Specialty & Emergency Center (ASEC) is a multi-specialty and emergency practice located in West Los Angeles. We are currently seeking a CSR Supervisor to join our leadership team and support our 24-hour Client Service department. Our Client Service Representatives are often the very first point of contact for our clients and play a vital role in shaping their experience with our hospital. We're looking for a leader who is passionate about coaching and supporting a high-performing CSR team while helping deliver an exceptional client experience. The ideal candidate will lead by example, provide ongoing training and guidance, and foster a positive, collaborative work environment. In this role, you'll partner closely with the Client Service Manager and hospital leadership team to help ensure daily operations run smoothly, team members are supported, and clients receive the highest level of service and compassion. Join us in making a meaningful impact for both our clients and the pets they love.

The CSR Supervisor works closely with the Client Service Manager and hospital leadership team to support the Client Service department's day-to-day operations. This role serves as a frontline leader responsible for coaching team members, supporting hospital operations, and helping maintain a consistently high level of client service. Key skills include strong communication, teamwork, emotional intelligence, conflict resolution, training and coaching, professionalism, and a genuine compassion for both pets and people.

Key Responsibilities

• Act as a visible frontline leader, setting the tone for professionalism, teamwork, and exceptional client service.
• Provide day-to-day supervision and support of CSR team members.
• Assist with scheduling, attendance tracking, and shift coverage.
• Monitor workflow and help prioritize tasks to ensure efficient operations.
• Serve as a resource for team members and help address operational challenges in real time.
• Maintain a visible presence on the hospital floor, providing real-time guidance, coaching, and support to team members throughout the shift.
• Demonstrate confidence and professionalism when addressing performance concerns, attendance issues, and policy compliance.
• Hold team members accountable to hospital standards, department expectations, and service protocols while maintaining a respectful, supportive, and positive work environment.
• Reinforce hospital policies and best practices through consistent follow-up, coaching, and performance feedback.
• Promote a positive, collaborative, and accountable team culture.
• Support exceptional client service and ensure adherence to hospital service standards.
• Assist in resolving client concerns and escalations with empathy and professionalism.
• Foster strong relationships with clients, patients, and hospital team members.
• Help maintain a welcoming and compassionate environment during stressful or emotionally charged situations.
• Assist with onboarding and training of new CSR team members.
• Provide ongoing coaching, feedback, and mentorship.
• Support departmental training initiatives and continuing education efforts.
• Help identify individual development opportunities and encourage professional growth.
• Monitor service quality and consistency among team members.
• Support implementation of hospital policies and best practices.
• Assist with identifying opportunities to improve workflows and client satisfaction.
• Participate in departmental meetings and leadership discussions as appropriate.
• Work collaboratively with veterinary technicians, doctors, and hospital leaders to ensure seamless patient and client care.
• Help facilitate communication between departments and shifts.
• Support hospital-wide initiatives and operational goals.
• Assist the Client Service Manager with reporting, audits, and departmental projects.
• Maintain accurate records and documentation as required.
• Support departmental compliance with hospital policies and procedures.

Experience / Education

• 24 years of client service experience, preferably in a veterinary, medical, or healthcare environment.
• Previous supervisory, lead, mentor, or team leadership experience preferred.
• Experience in emergency, specialty, or high-volume veterinary practice is strongly preferred.
• Experience working in a 24-hour operation is a plus.
• Strong client service, communication, and conflict-resolution skills.
• Ability to coach, motivate, and support team members.
• Demonstrated ability to adapt to changing priorities in a fast-paced environment.
• Collaborative, team-oriented mindset with strong problem-solving skills.

Physical Requirements

• Work is primarily performed in a hospital/office setting.
• Must be able to stand for long periods.
• Reasonable accommodations may be made for individuals with disabilities.

Please note: This job description reflects the general responsibilities and qualifications for the role and is subject to change based on the needs of the hospital, changes in staffing, emergencies, or evolving job responsibilities.

At VCA, we are committed to equity, inclusion, and diversity and strive to be a place where a talented mix of people want to come, stay, and do their best work. As a member of the VCA family, eligible full-time employees will be rewarded with a competitive salary and a comprehensive benefits package, including:

• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Generous Pet Care Discounts
• Paid Vacation, Holidays, and Sick Time
• Health and Well-Being Programs
• Professional Development and Training Opportunities

Compensation is negotiable based on education, experience, and other relevant credentials. The annual salary range for this position is $24.79-$37.19 (or adjust based on market and internal equity considerations). If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Career worklet on the landing page or search for Find Jobs.

We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement, please see our career page at vcacareers.com