Customer Service Supervisor

Description

Every Pet is excited to expand its leadership team by welcoming a Front Office Supervisor to our life-saving mission!

The Customer Service Supervisor plays a key leadership role in supporting Every Pet's mission by leading the Veterinary Clinic CSR team, Community Cat CSR team, and Veterinary Clinic support team. This hands-on position is responsible for developing employees, delivering exceptional client experience, and ensuring efficient daily operations. Success in this role requires balancing team leadership, client support, operational oversight, and detailed administrative responsibilities while fostering a culture of collaboration, accountability, compassion, and continuous improvement in a fast-paced veterinary environment.

Promote positive teamwork through, operational excellence by:

• Always keeping EVERYPET’s mission at the forefront when making decisions.
• Providing direct leadership, coaching, and accountability for the Veterinary Clinic CSR team, Community Cat CSR team, and Veterinary Clinic support team ~ 20 team members.
• Oversight of the daily front office operation, including delegating daily tasks to each employee. This ensures a daily checklist and requires duties to be completed acceptably.
• Lead by example in setting performance standards that keep the reception area and the hospital running smoothly.
• Manage the appointment wait times while ensuring high standards of customer service and helping manage the flow of client experience.
• Support scheduled rescue groups, coordinate intake services, oversee outcomes, spotlight completed invoices while fostering business relationships and collaboration.
• Leading daily team huddles to improve communication, workflow, and engagement.
• Coaching employees through daily challenges while providing real-time feedback, mentoring, recognition, and corrective guidance when appropriate. Applying  real time  instruction and coaching.
• Address and mediate employee conflict as appropriate. Be fair and impartial to each employee regarding scheduling and implementing discipline.
• Setting up and maintaining the work schedule for the front office staff is important. This needs to be posted in advance every two weeks. Able to fill in when needed.
• Supporting recruitment, interviewing, onboarding, training, performance evaluations, and employee development.
• Process information that you are observing and are provided by your team to create 90-day and annual evaluations for team member reviews.
• Foster growth opportunities leading to advancement for our team.
• Building positive working relationships between team members and clinics is important, as you will be a liaison between departments.
• Serving as the primary escalation point for complex client concerns and coaching staff through difficult interactions

Administrative responsibilities include:
This position requires exceptional organizational skills and attention to detail.

• A significant portion of the workday is dedicated to administrative responsibilities that directly support patient care, client service, financial accuracy, and organizational reporting.
• Control the financial practices and oversee 3rd party and internal payment services, including but not limited to Scratch Pay, Varidi, and Internal Payment Agreements ensuring accuracy, timely reconciliation, and compliance with organizational policies.
• Ensure payments are posted and received on time.
• Weekly detailed monitoring of charitable grant utilization such as Spay Jax, Duval Cat Fix, and Rosie’s Fund to ensure accuracy and supporting documentation.
• Maintain electronic records for rabies logs that are thorough and accurate.
• Review and update open invoices weekly.
• Provide timely resolutions to any discrepancies with daily cashier reports.
• Maintain a complete inventory of prevention products.
• Accurate and timely completion of End of monthly reports submitted to the practice manager.

• 2 years of Supervisory experience preferred for this position.
• Foster a culture of safety, trust, respect, and inclusion where employees feel valued and supported.
• Identifying workflow improvements that increase efficiency while enhancing the…