Client Service Representative Supervisor

CSR Supervisor Westford Veterinary Emergency & Referral Center | Westford, MA

$29.00-34/00 an hour depending on experience

WVERC is looking for more than someone to oversee our front desk. We're looking for a leader who can develop people, strengthen processes, and help our CSR team do their best work in a busy emergency and specialty hospital.

Westford Veterinary Emergency & Referral Center (WVERC) is looking for an experienced CSR Supervisor to lead and develop our Client Service Representative team. This is a hands‑on leadership role for someone who can create an exceptional client experience, coach and hold a team accountable, identify operational problems, and take ownership of making things better.

WVERC is a 24/7 emergency and specialty hospital providing advanced care across emergency and critical care, surgery, internal medicine, neurology, ophthalmology, anesthesia and pain management, rehabilitation, and diagnostic imaging.

We're not looking for someone who simply sees a problem and reports it. We're looking for someone who asks why it's happening, develops a solution, brings the team along, and follows through to make sure the solution works.

• Coach, mentor, and develop CSRs through regular feedback and clear expectations.
• Set the standard for professionalism, communication, client service, and teamwork.
• Recognize strengths, identify development opportunities, and help team members grow.
• Address performance and behavioral concerns promptly and professionally.
• Create an environment where employees feel supported while maintaining clear accountability.

• Set the standard for compassionate, professional, and responsive client communication.
• Coach CSRs through difficult, emotional, or high-stress client interactions.
• Step in to de‑escalate concerns when appropriate.
• Ensure clients receive clear, accurate, and timely information throughout their experience.

• Identify recurring problems, communication gaps, bottlenecks, and workflow challenges.
• Seek feedback from the CSR team and use it to make meaningful improvements.
• Investigate root causes rather than simply working around problems.
• Develop, implement, and evaluate practical solutions.
• Partner with clinical teams and hospital leadership when challenges cross departmental lines.
• Support accurate processes related to registration, estimates, payments, and client communication.

• Bring calm, organization, and direction to the front desk during busy or stressful periods.
• Prioritize competing demands and know when to step in, delegate, or elevate.
• Communicate effectively across shifts and departments.
• Use department metrics and trends to identify opportunities to improve client experience, efficiency, accuracy, and team performance.

• Previous veterinary CSR/reception experience; emergency or specialty experience strongly preferred.
• Previous people‑leadership experience involving coaching, performance feedback, accountability, or team development.
• A strong understanding of exceptional customer service.
• Confidence navigating difficult conversations with both clients and employees.
• Strong problem‑solving skills and a demonstrated ability to take initiative.
• Excellent organization, prioritization, and judgment.
• The ability to remain calm, approachable, and professional under pressure.
• A leadership style that combines empathy and support with clear expectations and accountability
• A genuine interest in developing people and improving how a team operates.

We are not simply looking for someone who can keep the front desk running. We are looking for someone who can make it better.

The right CSR Supervisor leads by example, develops people, listens to their team, addresses problems directly, follows through on solutions, and holds people accountable. They don't need to personally solve every problem - they build a team that becomes increasingly confident, capable, and empowered to solve problems themselves.

WVERC is a comprehensive 24/7 emergency and specialty hospital committed to advanced…