Client Services Representative Supervisor - Full-Time

Animal Humane Society; Saint Paul (MN); On-site; USD 52,000 - 65,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Paid time off

Paid holidays

Job summary

The Animal Humane Society in Minnesota seeks a Client Services Representative Supervisor to lead the Client Services team at our veterinary clinics. You will coach, train, schedule, and support staff while ensuring compassionate client and pet service and coordinating daily operations.

This hands-on leadership role requires excellent customer service, strong communication, problem-solving, and the ability to work across clinic locations in Golden Valley and St. Paul.

Qualifications

• Minimum of 2 years of customer service experience.
• Previous leadership experience.
• Excellent customer service, communication, and interpersonal skills.
• Ability to effectively lead, coach, and motivate employees.
• Strong multitasking, conflict-resolution, problem-solving, and decision-making abilities.

Responsibilities

• Greet clients and maintain a professional, welcoming environment.
• Support Client Services Representatives with calls, emails, scheduling, paperwork, and transactions as needed.
• Handle invoices, client records, and documentation.
• Ensure workflow, cleanliness, organization, and quality of work.
• Train and coach team members to adhere to protocols and improve processes.
• Monitor and improve clinic operations and client experience.

Skills

Customer service

Leadership

Communication

Problem solving

Education

High school diploma or equivalent

Tools

MS Office

CRM software

Job description

Description

Great client experiences start with a strong, supported team. As a Client Services Representative Supervisor at AHS, you'll help lead the team at the heart of our veterinary clinics to support employees, coordinate daily operations, and ensure clients and their pets receive compassionate, high-quality service.

This is a hands-on leadership role for someone who enjoys coaching others, solving problems, improving processes, and jumping in alongside their team when needed. If you're an experienced customer service professional who's ready to lead a team while making a meaningful difference for animals and the people who love them,

Description

Great client experiences start with a strong, supported team. As a Client Services Representative Supervisor at AHS, you'll help lead the team at the heart of our veterinary clinics to support employees, coordinate daily operations, and ensure clients and their pets receive compassionate, high-quality service.

This is a hands-on leadership role for someone who enjoys coaching others, solving problems, improving processes, and jumping in alongside their team when needed. If you're an experienced customer service professional who's ready to lead a team while making a meaningful difference for animals and the people who love them,

Schedule and Attendance

• Full-Time
• Regular, predictable attendance and punctuality during operational business hours.
• Attend and participate in regular team meetings, leadership meetings, all-staff meetings, and one-on-one meetings with your direct leader.
• Ability to regularly flex between our Golden Valley and St. Paul clinic locations.
• May occasionally be required to attend off-site meetings and events.

Job Summary

The Client Services Representative Supervisor leads and supports the Client Services Representative team while helping oversee the day-to-day operations of Animal Humane Society's veterinary clinics. This position provides hands-on supervision, coaching, and training; coordinates workflow; monitors team performance; and helps ensure consistent, high-quality service for clients.

As a working supervisor, this role also regularly performs client service responsibilities, including assisting clients, scheduling appointments, managing communications and records, and addressing concerns. The supervisor works closely with fellow leaders and other departments to maintain effective processes, support employees, and create a positive experience for both clients and team members.

Job Duties

Client Services and Clinic Operations

• Greet clients and help maintain a professional, welcoming environment.
• Support Client Services Representatives with incoming and outgoing calls, email responses, scheduling, paperwork, and financial transactions as needed.
• Handle invoices, receipts, client records, and other documentation as needed.
• Help ensure workflow, cleanliness, organization, and quality of work meet organizational standards.
• Ensure established protocols, policies, and procedures are consistently implemented and maintained through effective training and follow-up.
• Monitor existing processes and identify opportunities to improve efficiency, service, and overall clinic operations.
• Assist with developing and implementing new processes that support organizational goals and improve the client experience.
• Coordinate with other departments to ensure the team is prepared to respond to client inquiries, operational changes, and emerging needs.
• Partner with fellow Client Services Representative Supervisors to maintain consistency and provide adequate support across the team.
• Assist with ordering inventory and maintaining necessary supplies.
• Support scheduling adjustments based on staffing and operational needs.
• Address and resolve client concerns and complaints, escalating complex situations when appropriate.

Leadership

• Provide day-to-day supervision, coaching, feedback, and development to direct reports.
• Recognize employee accomplishments and provide regular, constructive feedback.
• Lead department meetings and conduct regular one-on-one meetings with direct reports.
• Ensure employees have the information, resources, training, and support needed to be successful.
• Address employee concerns, performance issues, and team conflicts appropriately.
• Review and approve timecards and time-off requests within established payroll deadlines and work with employees to resolve discrepancies.
• Participate in hiring new employees and oversee their training and onboarding.
• Support employee performance management processes, up to and including termination when necessary.

Communication and Culture

• Communicate professionally and positively with clients, employees, volunteers, and other stakeholders.
• Help foster a collaborative, respectful, and welcoming workplace.
• Promote a culture of diversity, equity, and inclusion.

Technology

• Accurately update animal records in Evet.
• Manage and view employee schedules in Makeshift.
• Clock in and out of scheduled shifts using Paycor.
• Monitor AHS email and other workplace communication platforms.

Other duties as assigned.

Additional Information

Work Environment

• Work is primarily office- and desk-based within a veterinary clinic environment.
• Regular exposure to animals and the sights, sounds, and smells associated with a veterinary setting.
• May be exposed to unpleasant odors, cleaning products or other chemicals, and animal-related noise, including barking.

Requirements

Required

• Minimum of 2 years of customer service experience.
• Previous leadership experience.
• Excellent customer service, communication, and interpersonal skills.
• Ability to effectively lead, coach, and motivate employees.
• Strong administrative, organizational, and process-management skills.
• Strong multitasking, conflict-resolution, problem-solving, and decision-making abilities.
• Proficiency with computers, including a working knowledge of Microsoft products.
• Reliable transportation to and from work.

Preferred

• Previous experience working in a veterinary or animal-care environment.
• Experience scheduling appointments and/or working at a reception or front desk.
• Experience supervising employees in a customer-facing environment.

Physical Demands

• Ability to remain seated and work at a desk for prolonged periods.
• Ability to lift and carry up to 10 pounds, with or without reasonable accommodation.

Emotional Demands

• Ability to work effectively in an environment that may involve emotionally challenging situations related to veterinary medicine and animal welfare.
• Must be comfortable working in an environment where humane euthanasia is performed.
• Ability to remain professional and composed while supporting clients and employees through difficult or sensitive situations.

Benefits

About AHS

Every year, Animal Humane Society provides direct care and services to help thousands of animals in need across Minnesota.

As one of the nation's leading animal welfare organizations, AHS is transforming the way shelters care for animals and engage their communities. From innovative medical and behavior programs to investments in outreach and advocacy, we are advancing animal welfare and creating a more humane world for animals everywhere.

Why Work Here

• Make a difference in the lives of animals and people
• Join a team of coworkers who love animals as much as you do
• Work-life balance
• Unique animal adoption benefits and discounts on veterinary care and pet supplies
• Health insurance coverage for full-time staff includes the following: medical, dental, vision, health savings account, flexible spending account for health care expenses and dependent care, voluntary accident insurance; critical illness insurance; hospital indemnity insurance; employee- paid supplemental life; employee-paid accidental death & dismemberment; and long-term disability insurance.
• Employer-paid benefits for full-time staff includes the following: basic life insurance, basic accidental death and dismemberment insurance, short-term disability.
• Support for student loans: we are a Public Service Loan Forgiveness qualified employer
• Mental Health and Counseling Support: all employees have access to our Employee Assistance Program with 3 free counseling sessions per year
• 401(K) for part-time and full-time staff
• Nine paid holidays for full-time staff
• Paid floating holidays for part-time and full-time staff (up to 4 days per year based on start date)
• Paid Time Off for part-time and full-time staff (amount is based on hours worked and FTE status)
• Paid parent leave for full-time staff

Our Organizational Commitment to Diversity, Equity and Inclusion

As an organization dedicated to making the world a more humane and compassionate place for animals, we know that people are at the heart of all that we do. Animal Humane Society’s commitment to diversity, equity, and inclusivity is essential to our mission and shapes our culture, our work, and the services we provide.

At AHS we embrace and honor the inherent dignity and diverse experiences of our team members, volunteers, board members, partners, clients, and visitors, regardless of race, ethnicity, religion, gender identity, sexual orientation, age, ability, or income. Working together to instill equity and inclusivity within our organization will allow us to better serve the people and animals of Minnesota and ultimately have a positive impact on animals in our care.