Veterinary Client Experience Supervisor

$25 - $28/hr. | Austin Veterinary Emergency & Specialty | Austin, TX

At Austin Veterinary Emergency & Specialty (AVES), we have recently expanded—adding new doctors, enhancing our services, and growing our departments—now 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.

• $25 -$30/hr
  . based on experience

• 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

• Full Time
  • Days: TBD

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. This individual is responsible for coaching staff, coordinating workflow, supporting training and development, maintaining departmental resources, improving client experience, and ensuring adherence to hospital policies and Standard Operating Procedures (SOPs).

The Client Experience Supervisor must possess exceptional communication, organizational, and problem‑solving skills and be able to effectively balance operational responsibilities with leadership duties in a fast‑paced emergency and specialty veterinary environment. This position requires a dependable, proactive leader who remains calm under pressure, effectively manages multiple priorities, and consistently demonstrates AVES' mission, vision, and values.

• 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…