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About the Role

The Client Experience Supervisor provides daily leadership, coaching, and operational oversight for Client Service Representatives. This role ensures exceptional client experiences by maintaining a consistent presence in client-facing areas and serving as a resource for the team. The supervisor promotes professionalism, teamwork, and compassionate service, collaborating with hospital leadership to coordinate workflow, support training, and improve client experience.

Responsibilities

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 as needed.
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.
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.
Coordinate continuing education, departmental meetings, and professional development opportunities.
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.
Assist with scheduling, PTO requests, staffing coverage, refunds, collections, and departmental documentation.
Maintain shared resources, communication boards, and reference materials.
Reinforce hospital policies, professionalism, confidentiality, attendance, and client service standards.
Report employee performance or operational concerns to management.
Maintain strict confidentiality regarding personnel, financial, client, and hospital information.
Perform Client Service Representative duties as needed.
Support cross-department collaboration, hospital initiatives, special projects, audits, and operational improvements.
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.

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!

Skills

Leadership
Coaching
Client Service
Operations Management
Teamwork
Accountability
Problem-Solving
Organizational Skills
Time Management
Conflict Resolution
Microsoft Office
Hospital Management Software
Communication

Location

Austin, TX

Work Type

Full Time

Experience Level

2+ years in client service/healthcare/hospitality leadership
1+ year in leadership/supervisory role

Education Level

High School Diploma or equivalent
Associate's or Bachelor's degree in Business Administration, Healthcare Administration, Veterinary Technology, Hospitality Management, or a related field (Preferred)

Salary/Compensations

$25 - $30/hr.

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

About the Company

Austin Veterinary Emergency & Specialty (AVES) is a 24/7/365 veterinary hospital offering a comprehensive range of specialty services including Emergency & Critical Care, Internal Medicine, Surgery, Neurology, Cardiology, Diagnostic Imaging, Interventional Radiology, and Oncology. AVES recently relocated to a new, state-of-the-art 45,000 sq. ft. facility. The hospital's core values are Kindness, Integrity, Collaboration, and Consistency. AVES is committed to team growth through an on-site Education Program.
Ethos Veterinary Health, part of the NVA Group, operates a network of 140 specialty and emergency hospitals focused on advancing veterinary medicine through world-class practice, elevated standards, and innovation. Ethos hospitals are designed for learning, teaching, and discovery, fostering mentorship and professional growth.

Equal Opportunity

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 qualifications, competence, merit, and business need.