Veterinary Client Service Supervisor

Client Service Representative Supervisor - Capital Veterinary Specialists

Jacksonville, Florida

Full-Time Schedule

More than a word, care is present in everything you do. At Capital Veterinary Specialists and Specialty, a Thrive Pet Healthcare partner, we take action to empower your best care for pets, their families, and yourself.

We are a community of 400 clinics forming an extraordinary network of unparalleled resources and people. Through outstanding learning and career options, comprehensive benefits, and abundant support, you’ll be nurtured and appreciated for who you are and what you bring to the table. We come together in both the joys and heartaches of our profession to lift each other up through laughter and empathy.

And, we have plenty of fun along the way!

At Capital Veterinary Specialists, you’ll feel the warmth and openness of a small clinic, while having the opportunity and support of a united network.

Capital Veterinary Specialists is a high-quality practice equipped with the latest technology in beautiful and clean facilities. We offer excellent medicine, surgery, dentistry, laparoscopy, endoscopy, radiology, ultrasound, laser and more. We promote an emotionally intelligent work environment with a positive work/life balance. At Capital Veterinary Specialists, we invest heavily in our employee's long term health and happiness!

Provide your best care with more bridges and less barriers.

Capital Veterinary Specialists is looking for a Client Service Representative Supervisor to join us as part of the Thrive Pet Healthcare community.

As a Client Service Supervisor, you are the first point of contact for our clients and play a vital role in creating a welcoming, professional, and compassionate experience. You’ll support our medical team by managing client communication, ensuring accurate records, and facilitating smooth patient flow while delivering outstanding customer service.

• Greeting clients warmly and with a smile, checking patients in, and ensure accurate client/patient, RDVM, and RDVM previous records information is collected.
• Supervise CSR staff
• Recruit and train new CSR staff
• Staff Schedule
• Performance management
• Oversee client relations acting as first contact for complaints/concerns
• Develop and implement office policies and procedures to ensure the highest level of customer service and financial oversight
• Responsible for end of day process and bank deposits
• Manage office inventory
• Assist with maintenance of office equipment
• Occasional on-call
• Flexible availability to include some swing shifts and weekends
• Answer phones promptly, triage calls, schedule appointments, and manage requests.
• Communicate treatment plans, payment policies, payment options, and confirm discharge instructions clearly and empathetically.
• Process invoices, collect payments, reconcile transactions, and maintain accurate financial records.
• Maintain and update client and patient records in the practice management system.
• Support appointment flow to maximize efficiency and minimize client wait times.
• Keep reception and lobby areas clean, organized, and client/patient-ready.
• Provide compassionate support in difficult situations, ensuring client trust and comfort.
• Collaborate with veterinarians, technicians, and fellow CSRs to ensure seamless care and communication.
• Assist with reminder calls, follow-up communication, and other outreach as needed.

• Minimum of 2+ years of veterinary client service experience required; leadership or supervisory experience strongly required
• Minimum 1 year experience with staff scheduling
• Strong organizational, communication, and conflict resolution skills.
• Knowledge of veterinary medical terminology, patient record systems (Vetspire, Cornerstone, or something similar), and payment processing (Care Credit, SCRATCH Pay, and Pet Insurance).
• Ability to multitask in a fast-paced environment with empathy, efficiency, and attention to detail.
• Commitment to delivering outstanding client service while supporting hospital goals.

At Capital Veterinary Specialists, growth isn’t just for our patients - it’s for our people too. As a Client…