Client Experience Supervisor

Client Experience Supervisor 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 Schedule: Full Time Days: TBD The Client Experience Supervisor provides daily leadership, coaching, and operational oversight for Client Service Representatives, ensuring exceptional client experiences throughout every stage of the patient visit. Responsibilities Leadership 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. Client Experience & Operations 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. Training & Quality Improvement 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. Policy & Compliance 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. Qualifications Minimum Requirements 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 opportunities—we’re passionate about teaching! Enjoy a competitive salary and benefits package. Nearby Communities 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 Equal Opportunity Employer AVES is an Equal Opportunity Employer. AVES does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status, or any other basis covered by applicable law. All employment is decided based on qualifications, competence, merit, and business need. #J-18808-Ljbffr Ethos Veterinary Health