Customer Service Supervisor

Our mission at Avets is to provide state of the art medicine and compassionate care for pets and the people who love them.We are seeking a Customer Service Supervisor to provide frontline leadership for our Client Care Coordinators (CCCs) in a busy 24/7 emergency and specialty veterinary hospital. This role is critical in ensuring smooth daily operations, consistent service standards across all shifts, and a compassionate, professional experience for every client who walks through our doors.This is a hands-on leadership position in a high-stress ER/specialty setting where empathy, decisiveness, and teamwork matter.Schedule and Compensation:Full Time, 40 hours per weekFlexibility is required to support night/weekend and holiday shifts as necessary and to provide training and ongoing coaching and evaluation for the 24/7 customer service teamUp to $26/hrShift differentials apply; $4 after 7pm or $2 on Sat/Sun (differentials do not stack, higher differential applies)What You'll DoTeam Leadership & SupervisionDirectly supervise CCCs across days, nights, weekends, and holidaysEnsure consistent expectations and accountability across all shiftsServe as the escalation point for complex client concerns and service recoveryFoster a culture of professionalism, empathy, and teamworkStaffing, Scheduling & CoverageOversee scheduling for a 24/7 operationManage call-offs and real-time coverage adjustmentsSupport hiring, onboarding, and training of new team membersEnsure overnight and weekend teams feel supported and connectedClient Experience & CommunicationReinforce standards for phone, in-person, email, and text communicationMonitor intake accuracy, wait-time updates, and discharge workflowsCoach team members on handling emotionally distressed clientsEnsure client areas remain clean, organized, and welcomingTraining & Performance ManagementProvide real-time coaching and feedbackConduct performance reviews and corrective action as neededIdentify training gaps in systems, policies, and communicationSupport retention and professional growth of team membersOperations & Financial StewardshipEnsure accuracy in intake, estimates, deposits, and payment collectionReinforce financial consent policies and end-of-life protocolsAddress missed charges, reconciliation issues, and workflow breakdownsPartner with leadership on audits and cash-handling standardsCross-Department CollaborationAct as liaison between client services, technicians, doctors, and leadershipSupport seamless handoffs between front desk and clinical teamsParticipate in process improvement and hospital initiativesContinuous ImprovementTrack service metrics such as call volume, abandonment rates, and client feedbackIdentify trends and recommend workflow improvementsHelp standardize processes across shiftsWhat We're Looking For3-5 years of experience resolving escalated customer service concernsProven ability to confidently direct and coach othersStrong decision-making and problem-solving skillsAbility to remain calm and effective during medical crisesExperience in veterinary or human medicine preferredProficiency in Microsoft 365; experience with ezyVet a plusAvailability to work varying hours to support a 24/7 teamPhysical RequirementsContinuous use of computer, phones, and office equipmentOccasional lifting up to 25 lbsAbility to communicate clearly and observe details at close rangeMobility throughout the hospital to support team communicationIf you're ready to lead with empathy, drive service excellence, and make a meaningful impact in a 24/7 veterinary environment, we'd love to meet you.Apply today to join a team committed to compassionate care-for both our patients and our people.Ethos Veterinary Health is at the forefront of innovation and world-class medicine. As the premier network of over 140 specialty and emergency hospitals across North America, Ethos brings together a dedicated community of more than 1,500 specialized doctors providing care for nearly 2 million pets annually. The integrated and collaborative network of veterinary professionals utilize state-of-the-art technology and a scientific, evidence-based approach to deliver compassionate, unparalleled care and rewarding careers. Committed to revolutionizing veterinary medicine, Ethos sets the standard in veterinary excellence. Discover more at Veterinary Health offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees. The team can provide more information about compensation and benefits for your specific location during the process. For positions based in Colorado, Ethos Veterinary Health provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act. Ethos Veterinary Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation. PM19 Powered by JazzHRPI94065bfbc0-