Client Experience Supervisor

Client Experience Supervisor

Austin Veterinary Emergency & Specialty (AVES) is seeking highly skilled, self-motivated, and team-oriented professionals who are passionate about delivering exceptional care in advanced veterinary medicine. Compensation is $25 -$30/hr. based on experience.

Benefits include 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, and a 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 include supervising and supporting Client Service Representatives during assigned shifts, modeling professionalism, empathy, accountability, teamwork, and exceptional client service, fostering a positive work environment and reinforcing hospital culture and values, serving as a resource for workflow questions, complex client interactions, and operational concerns, ensuring client-facing areas remain clean, organized, welcoming, and fully stocked, monitoring workflow to support efficient admissions, referrals, scheduling, communication, and discharges, coaching, mentoring, and providing ongoing performance feedback to team members, conducting one-on-one meetings, introductory evaluations, and assisting with annual reviews, participating in recruiting, hiring, onboarding, and training new employees, coordinating continuing education, departmental meetings, and professional development opportunities, maintaining training resources, task lists, and departmental SOPs, conducting phone quality reviews and supporting Call Center performance improvements, assisting with workflow enhancements and implementation of new processes, assisting with scheduling, PTO requests, staffing coverage, refunds, collections, and departmental documentation, maintaining shared resources, communication boards, and reference materials, reinforcing hospital policies, professionalism, confidentiality, attendance, and client service standards, reporting employee performance or operational concerns to the Client Experience Manager, maintaining strict confidentiality regarding personnel, financial, client, and hospital information, performing Client Service Representative duties as needed, supporting cross-department collaboration, hospital initiatives, special projects, audits, and operational improvements, providing 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.

Minimum requirements include a 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 include an 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…