ER Client Service Supervisor

Socket.dev; Saginaw (MI); On-site; USD 19,000 - 25,000; Full time

Benefits offered by this job

Healthcare benefits starting Day 1

401(k) with company match

Disability + life insurance

Growth opportunities

Flexible scheduling

Veterinary care discounts

Job summary

Emergency Veterinary Care Centers (EVCC) Saginaw is seeking a Client Service Representative to support pets and their families in a fast-paced emergency environment. You’ll help clients navigate care options, coordinate with clinicians, and ensure smooth front-desk operations.

We value teamwork, continuous learning, and a patient-first approach. This role includes leadership responsibilities, onboarding newer CSRs, and improving service quality while balancing flexible scheduling across evenings

Qualifications

• 2+ years of client service experience.
• Lead or supervisory experience preferred.
• Veterinary experience is a bonus, but absolutely not required.
• Strong computer and practice management software skills.
• The ability to stay calm, kind, and professional when things get stressful.
• Excellent organization, attention to detail, and multitasking skills.
• Availability to work evenings, weekends, and holidays as needed.

Responsibilities

• Anticipate client needs and provide empathetic, timely service.
• Communicate clearly and compassionately with clients and the clinical team.
• Welcome clients and help make sure they’re seen by a doctor as quickly as possible.
• Help clients understand and navigate financial options.
• Work with the team to keep cases moving smoothly.
• Coordinate with referring veterinarians and get medical records where they need to go.
• Accurately enter client and patient information.
• Process payments and help keep things financially organized.
• Keep the front desk clean, organized, and welcoming.
• Make sure every client leaves with the information and support they need.
• Lead onboarding and training for new CSRs.
• Help evaluate CSR performance alongside the Hospital Manager.
• Assist with recruiting and interviewing future CSRs.
• Own the Client Service schedule, identify coverage gaps, and optimize staffing.
• Lead Client Service department meetings with the Hospital Manager.
• Keep clinical teams, DVMs, and hospital leadership in the loop on updates and improvement opportunities.
• Run client service, hospitality, and communication trainings.
• Be a go-to person for client review concerns alongside the Hospital Manager and Medical Director.
• Assist with Accounts Receivable, End of Day, and Vet Billing audits and reconciliations.
• Perform regular quality checks on phone calls, check-in/check-out, client communication, and status updates.

Skills

Client service

Leadership

Communication

Multitasking

Calm under pressure

Organization

Detail orientation

Flexible attitude

Evenings/weekends/holidays

Tools

Practice management software

Job description

Client Service Representative – EVCC Saginaw

WHO WE ARE

Emergency Veterinary Care Centers was created by veterinarians, for veterinarians—and for the communities they serve. Founded by 36 local general practice veterinarians (many of whom are still actively involved today), EVCC was built to support the veterinary community by providing trusted emergency-only care when primary care veterinarians are closed.

Currently, EVCC Saginaw is open from Friday at 7PM through Monday at 830AM including all holidays that occur during this timeframe. Our #1 goal is to expand these hours to provide quality care 24 hours a day, 365 days a year, ensuring your pet always has access to lifesaving treatment— weekend or not.

Our Saginaw location is proud to provide compassionate emergency care for pets and the people who love them. Every shift, our team comes together to deliver lifesaving medicine while supporting one another through the fast pace and unpredictability of emergency veterinary care.

But what truly defines EVCC isn't just what we do—it's how we do it.

WHAT LIFE IS LIKE AT EVCC

At EVCC, we care about everyone who walks through our doors — sick pets, stressed-out pet parents, and our own team.

We’re a veterinarian-led company, which means our DVMs actually have a voice in how we operate. EVCC was started by 36 local general-practice veterinarians, and most of them are still involved today. That collaborative, team-first mindset is a huge part of who we are.

Emergency medicine can be exciting, meaningful, and honestly pretty intense. We know it’s not always easy. That’s why we’re big on supporting our people with:

• Continuing education + opportunities to level up
• Career growth + promotion opportunities
• A genuinely supportive team environment
• The tools, technology, and resources you need to do your job well

Basically: we want you to grow here, not burn out here.

REPORTS TO

Hospital Manager

WHO WE’RE LOOKING FOR

As a Client Service Representative (CSR) at EVCC Kalamazoo, you’re someone who:

• Brings positive, approachable energy
• Is a true team player
• Communicates clearly and confidently
• Can multitask without completely losing the plot
• Actually enjoys a fast-paced environment
• Wants to keep learning, growing, and leveling up

Whether you’re brand new to veterinary medicine or already know the industry, our CSRs are basically the backbone of the hospital.

If you love animals, enjoy working with people, and already have CSR experience, this could be your chance to turn your skills into a long-term career in veterinary medicine.

WHAT YOU’LL DO — CLIENT SERVICE

You’ll be the person helping keep things moving while making sure clients and their pets feel supported.

Your day-to-day will include:

• Anticipate client needs and provide empathetic, timely service
• Communicate clearly and compassionately with clients and the clinical team
• Welcome clients and help make sure they’re seen by a doctor as quickly as possible
• Help clients understand and navigate financial options
• Work with the team to keep cases moving smoothly
• Coordinate with referring veterinarians and get medical records where they need to go
• Accurately enter client and patient information
• Process payments and help keep things financially organized
• Keep the front desk clean, organized, and welcoming
• Make sure every client leaves with the information and support they need

LEADERSHIP RESPONSIBILITIES

This role also has a supervisory component, so you’ll help lead, coach, and level up the Client Service team.

You’ll:

• Lead onboarding and training for new CSRs
• Help evaluate CSR performance alongside the Hospital Manager
• Assist with recruiting and interviewing future CSRs
• Own the Client Service schedule, identify coverage gaps, and optimize staffing
• Lead Client Service department meetings with the Hospital Manager
• Keep clinical teams, DVMs, and hospital leadership in the loop on important updates and improvement opportunities
• Run client service, hospitality, and communication trainings
• Be a go-to person for client review concerns alongside the Hospital Manager and Medical Director
• Assist with Accounts Receivable, End of Day, and Vet Billing audits and reconciliations
• Perform regular quality checks on things like phone calls, check-in/check-out, client communication, and status updates

WHAT YOU BRING

We’re looking for someone with:

• 2+ years of client service experience
• Lead or supervisory experience preferred
• Veterinary experience is a bonus, but absolutely not required
• Strong computer and practice management software skills
• The ability to stay calm, kind, and professional when things get stressful
• Excellent organization, attention to detail, and multitasking skills
• A flexible, positive, “let’s figure it out” attitude
• Availability to work evenings, weekends, and holidays as needed

THE PERKS

We want you to have a career you actually enjoy, so we’ve got some pretty solid benefits:

• Competitive compensation based on experience + industry benchmarks
• Healthcare benefits starting Day 1
• Comprehensive vision + dental coverage
• 401(k) with a 4% company match
• Short- and long-term disability + life insurance
• High technician-to-DVM ratio
• Current equipment + technology so you can focus on the work, not fighting with outdated tools
• Competitive CE allowance because we want you to keep growing
• Veterinary care discounts for your own pets
• Flexible scheduling to help keep that work-life balance intact
• Referral rewards — because your friends deserve a great job too
• Major growth potential