Senior CSR Supervisor

 Senior CSR Supervisor – Client Experience Lead

If you are an experienced customer service professional and people leader, looking to positively impact the lives of pets and people, joining the team at Bay State Veterinary Emergency and Specialty Services will allow you to do just that. The Senior CSR Supervisor – Client Experience Lead is an essential member of our team and must have experience successfully leading a team of people in real time, while ensuring an exceptional client experience. Our ideal candidate is driven to cultivate employee relations, culture, diversity, and leadership in the complex veterinary hospital setting. The role will work closely with senior management with a heavy focus on employee experience and inclusion-related initiatives.

Role Purpose

The Senior CSR Supervisor – Client Experience Lead is responsible for supervising the CSR team while supporting the Director of Client Experience in delivering an exceptional client experience. This role ensures client concerns are addressed promptly and consistently, partners with Marketing to capture and respond to online feedback, and helps implement improvements to the client experience process. This position does not set policy or standards; it operates within frameworks established by the Director of Client Experience.

Core Responsibilities

Senior CSR Supervisor Duties

• Lead the CSR team, providing daily floor supervision and operational support
• Oversee workflow on shift to ensure coverage, efficiency, and adherence to hospital standards
• Support onboarding, hiring, training, development, and performance management of CSR staff
• Coach, mentor, and develop CSR staff, supporting succession planning and professional growth
• Ensure CSR operations meet hospital standards and align with Director of Client Experience priorities
• Cover front desk operations as needed
• Perform supervisor-level responsibilities, including delegating tasks, monitoring staff performance, and addressing operational issues on the floor
• Execute day-to-day client experience follow-through within established frameworks, escalating any issues that cannot be resolved to the Director of Client Experience

Client Experience Lead Duties

• Own and monitor the centralized client complaint inbox and voicemail
• Triage and resolve complaints directly when appropriate, or assign to supervisors/managers
• Partner with Marketing to capture online review feedback and funnel appropriately
• Execute the Director of Client Experience’s vision for improving client experience processes
• Escalate high-risk, complex, or sensitive issues to the Director
• Serve as primary operational contact for external partners, including ACOs and rescue organizations
• Ensure all client interactions are handled professionally and timely, closing the loop with clients

Leadership & Mentorship

• Serve as a resource and mentor to other CSR supervisors
• Support consistency in client experience standards across shifts and teams
• Act as a bridge between floor operations and director-level strategy

Qualifications

• Demonstrated success as a CSR Supervisor
• Strong judgment and emotional intelligence in client-facing situations
• Ability to manage sensitive situations with professionalism and discretion
• Proven leadership presence on the floor
• Strong written and verbal communication skills

Benefits and Perks (Full-Time)

• Florida Blue Insurance Plans with 3-tiered options; Employer paid premiums, AND paid deductible for employees!

• Flexible Spending Account, Health Savings Account or Health Reimbursement Account options  
• United Healthcare Dental Insurance; includes a 100% paid premium option for team members 
• United Healthcare Vision Insurance options 
• Complimentary Short-Term Disability  
• Complimentary Life Insuran