Customer Service Supervisor
Ethos Veterinary HealthAbout the role
Our mission at Avets is to provide state of the art medicine and compassionate care for pets and the people who love them.
We are seeking a Customer Service Supervisor to provide frontline leadership for our Client Care Coordinators (CCCs) in a busy 24/7 emergency and specialty veterinary hospital. This role is critical in ensuring smooth daily operations, consistent service standards across all shifts, and a compassionate, professional experience for every client who walks through our doors.
This is a hands-on leadership position in a high-stress ER/specialty setting where empathy, decisiveness, and teamwork matter.
Schedule and Compensation:
- Full Time, 40 hours per week
- Flexibility is required to support night/weekend and holiday shifts as necessary and to provide training and ongoing coaching and evaluation for the 24/7 customer service team
- Up to $26/hr
- Shift differentials apply; $4 after 7pm or $2 on Sat/Sun (differentials do not stack, higher differential applies)
Team Leadership & Supervision
- Directly supervise CCCs across days, nights, weekends, and holidays
- Ensure consistent expectations and accountability across all shifts
- Serve as the escalation point for complex client concerns and service recovery
- Foster a culture of professionalism, empathy, and teamwork
- Oversee scheduling for a 24/7 operation
- Manage call-offs and real-time coverage adjustments
- Support hiring, onboarding, and training of new team members
- Ensure overnight and weekend teams feel supported and connected
- Reinforce standards for phone, in-person, email, and text communication
- Monitor intake accuracy, wait-time updates, and discharge workflows
- Coach team members on handling emotionally distressed clients
- Ensure client areas remain clean, organized, and welcoming
- Provide real-time coaching and feedback
- Conduct performance reviews and corrective action as needed
- Identify training gaps in systems, policies, and communication
- Support retention and professional growth of team members
- Ensure accuracy in intake, estimates, deposits, and payment collection
- Reinforce financial consent policies and end-of-life protocols
- Address missed charges, reconciliation issues, and workflow breakdowns
- Partner with leadership on audits and cash-handling standards
- Act as liaison between client services, technicians, doctors, and leadership
- Support seamless handoffs between front desk and clinical teams
- Participate in process improvement and hospital initiatives
- Track service metrics such as call volume, abandonment rates, and client feedback
- Identify trends and recommend workflow improvements
- Help standardize processes across shifts
- 3–5 years of experience resolving escalated customer service concerns
- Proven ability to confidently direct and coach others
- Strong decision-making and problem-solving skills
- Ability to remain calm and effective during medical crises
- Experience in veterinary or human medicine preferred
- Proficiency in Microsoft 365; experience with ezyVet a plus
- Availability to work varying hours to support a 24/7 team
- Continuous use of computer, phones, and office equipment
- Occasional lifting up to 25 lbs
- Ability to communicate clearly and observe details at close range
- Mobility throughout the hospital to support team communication
If you’re ready to lead with empathy, drive service excellence, and make a meaningful impact in a 24/7 veterinary environment, we’d love to meet you.
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