Job Description

The CLIENT CARE SUPERVISOR is a leadership role that directly supervises the client care teams. The CCS is responsible for mentoring and educating the client care team members in client relations, best practices, company policies, management, and leadership to ensure continued personal and professional growth of all team members as well as world class service to clients.  

RESPONSIBILITIES:

• Maintain accurate and up-to-date plan of staffing needs. Reviews staffing levels to ensure department is staffed at all times within the payroll budget allotted
• Support department HSM and occasionally take the lead in recruiting, training, payroll processing, performance evaluation, promotions, and releasing of employees
• Approve requests for time off for all client care staff
• Manage performance of employees and when necessary disciplines according to policy with action steps and feedback as required
• Schedule and coordinate regular performance reviews
• Monitor the appointment schedule to ensure scheduling guidelines are followed and flag any concerns that may come up throughout the day
• Ensure exceptional client service in all areas
• Ensure that all clients feel welcome and are given responsive, friendly, and courteous service
• Quickly respond to client inquiries, concerns or complaints, taking all appropriate actions to solve a problem for a dissatisfied client
• Fill in where needed to ensure client service standards and efficient operations
• Coordinate with HSM in planning short and long-term projects, expense controls, schedules, KPIs and staffing needs
• Coordinate with HSM to regularly review, develop, implement and/or evaluate all operating procedures and systems to ensure relevancy, efficiency, and productivity

EDUCATION, LICENSE AND JOB REQUIREMENTS:

• Bachelor’s Degree in business or related field or a combination of practical experience and education will be considered as an alternative

SKILLS AND EXPERIENCE:

• Minimum two years in supervisory role required
• Minimum of three years in customer relations/service role required
• Experience with information systems and/or point-of-sale systems required
• Previous veterinary experience strongly preferred

FLSA CLASSIFICATION: Non-Exempt

REPORTS TO:  Hospital Services Manager, Client Care

DIRECT REPORTS BY TITLE:  Client Care Assistant Supervisors, Client Care Specialist, Client Care Concierge

ABOUT US: Massachusetts Veterinary Referral Hospital's mission is to advance the veterinary profession through our leadership in medicine, education, business, and promotion of the human-animal bond. We strive to bring together caring, warm and intelligent people who love to serve and help and are among the best in their field. 

BENEFITS OF WORKING AT MASSACHUSETTS VETERINARY REFERRAL HOSPITAL:

• Compensation is based on experience and skill level.
• Full-time benefits include health with an optional 100% employer paid plan, dental, vision, disability and life insurances, flex-spending accounts, 401(k), Employee Assistance Program, paid time off, uniforms, and a generous CE allowance.

Thank you for reading our job posting. 

Ethos is an Equal Opportunity Employer. Ethos 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 appropriate law. All employment is decided on the basis of qualifications, competence, merit, and business need.

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