Client Experience Supervisor

Ethos Veterinary Health; Austin (TX); On-site; USD 52,000 - 62,000; Full time

Benefits offered by this job

401(k) with matching

Health, Dental, and Vision insurance

Paid Time Off (PTO) and Holidays

Professional development and tuition assistance

Uniform stipend

Job summary

Ethos Veterinary Health in Austin, TX, is seeking a Client Experience Supervisor to lead and support the Client Service Representatives. This role involves ensuring high client satisfaction and smooth operations during each patient visit.

The ideal candidate will have at least two years of experience in client service or hospitality leadership, with strong coaching and communication skills. Join a compassionate team dedicated to exceptional client experiences!

Qualifications

• Minimum of two years' experience in veterinary client service or hospitality leadership.
• One year of leadership or supervisory experience preferred.
• Must have strong organizational and time management skills.

Responsibilities

• Supervise and support Client Service Representatives.
• Manage workflow to ensure client satisfaction.
• Conduct one-on-one meetings and performance feedback.

Skills

Leadership

Client service skills

Communication skills

Organizational skills

Problem-solving

Education

High School diploma or equivalent

Associate's or Bachelor's degree in relevant field

Tools

Microsoft Office

Hospital management software

Job description

Client Experience Supervisor

Compensation: $25 - $30/hr based on experience

Benefits:

• 401(k) with matching
• Health, Dental, and Vision insurance
• Health Savings Account (HSA) / Flexible Spending Account (FSA)
• Life and Disability insurance
• Paid Time Off (PTO) and Holidays
• Employee Assistance Program and Discounts (including Pet Discount)
• Professional development and tuition assistance
• Uniform stipend
• Retirement plan

Schedule: Full Time

• Days: TBD

The Client Experience Supervisor provides daily leadership, coaching, and operational oversight for Client Service Representatives, ensuring exceptional client experiences throughout every stage of the patient visit.

Responsibilities

Leadership

• Supervise and support Client Service Representatives during assigned shifts.
• Model professionalism, empathy, accountability, teamwork, and exceptional client service.
• Foster a positive work environment and reinforce hospital culture and values.
• Serve as a resource for workflow questions, complex client interactions, and operational concerns, escalating issues to the Client Experience Manager as needed.

Client Experience & Operations

• Ensure client-facing areas remain clean, organized, welcoming, and fully stocked.
• Monitor workflow to support efficient admissions, referrals, scheduling, communication, and discharges.
• Assist with staffing assignments, shift coverage, and daily task delegation.
• Monitor department performance metrics and identify opportunities to improve efficiency and client satisfaction.
• Resolve client concerns and support service recovery efforts.

Staff Development

• Coach, mentor, and provide ongoing performance feedback to team members.
• Conduct one‑on‑one meetings, introductory evaluations, and assist with annual reviews.
• Participate in recruiting, hiring, onboarding, and training new employees.

Training & Quality Improvement

• Maintain training resources, task lists, and departmental SOPs.
• Conduct phone quality reviews and support Call Center performance improvements.
• Assist with workflow enhancements and implementation of new processes.

Administrative Responsibilities

• Assist with scheduling, PTO requests, staffing coverage, refunds, collections, and departmental documentation.
• Maintain shared resources, communication boards, and reference materials.

Policy & Compliance

• Reinforce hospital policies, professionalism, confidentiality, attendance, and client service standards.
• Report employee performance or operational concerns to the Client Experience Manager.
• Maintain strict confidentiality regarding personnel, financial, client, and hospital information.

Additional Responsibilities

• Perform Client Service Representative duties as needed.
• Support cross‑department collaboration, hospital initiatives, special projects, audits, and operational improvements.

Supervisory Responsibilities

• Provide day‑to‑day supervision of Client Service Representatives, including coaching, scheduling support, onboarding, performance management, and employee development while maintaining the highest level of confidentiality.

Qualifications

Minimum Requirements

• High School diploma or equivalent.
• Minimum of two (2) years of experience in veterinary client service, healthcare client service, or hospitality leadership.
• Minimum of one (1) year of leadership or supervisory experience, or demonstrated leadership responsibilities.
• Dependable, self‑motivated, and detail‑oriented with strong organizational skills.
• Ability to prioritize and manage time effectively in a fast‑paced environment.
• Patient‑focused attitude with active listening and problem‑solving skills.
• Ability to work quickly and efficiently without compromising accuracy or quality.
• Exceptional leadership, coaching, and interpersonal communication skills.
• Strong organizational and time management abilities.
• Excellent client service and conflict resolution skills.
• Ability to prioritize multiple responsibilities in a fast‑paced environment.
• Demonstrates professionalism, sound judgment, discretion, and confidentiality.
• Proficient in Microsoft Office and hospital management software.
• Adaptable to changing priorities and operational demands.
• Passion for delivering exceptional client experiences while fostering a collaborative and supportive workplace culture.
• Fluent English skills (speaking & reading) are required for the role; fluency in multiple languages a plus!

Preferred Qualifications

• Associate's or Bachelor's degree in Business Administration, Healthcare Administration, Veterinary Technology, Hospitality Management, or a related field.
• Experience in emergency or specialty veterinary medicine.
• Experience with employee scheduling, training, coaching, and performance management.
• Excellent verbal and written communication skills, with the ability to collaborate effectively in a team setting.

Why Choose AVES?

• Work alongside a compassionate, dedicated team of veterinary professionals.
• Thrive in a dynamic, fast‑paced environment where no two days are the same.
• Make a direct impact on the lives of pets and their families during critical times.
• Receive continuous training and growth opportunities—we’re passionate about teaching!
• Enjoy a competitive salary and benefits package.

Nearby Communities

• Austin, TX
• Round Rock, TX
• Cedar Park, TX
• Georgetown, TX
• Leander, TX
• Pflugerville, TX
• Hutto, TX
• Kyle, TX
• Buda, TX
• Lakeway, TX
• Bee Cave, TX
• Dripping Springs, TX
• Liberty Hill, TX
• Manor, TX
• Elgin, TX
• Bastrop, TX

Equal Opportunity Employer

AVES is an Equal Opportunity Employer. AVES does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status, or any other basis covered by applicable law. All employment is decided based on qualifications, competence, merit, and business need.