Director of Client Experience

About Cornerstone Veterinary Group

Cornerstone Veterinary Group is a growing, multi-location veterinary practice serving the Capital Region of New York. We are passionate about providing exceptional care, not just for pets, but for the people who love them. We believe that great veterinary medicine starts the moment a client picks up the phone or walks through our door, and we are building a team to match that belief.

About This Role

We are creating a brand-new position at CVG and we are looking for someone extraordinary to fill it.

The Client Service Specialist is not a traditional customer service supervisor. This is a leadership role for someone who believes that every client interaction is an opportunity to create a lasting impression. You will own the entire client experience at our Clifton Park location from the first phone call to the final goodbye and you will build the team, systems, and culture to deliver it at the highest level.

This role is based in Clifton Park and will grow with us. As Cornerstone Veterinary Group expands, this position will evolve into a multi-location leadership role overseeing client experience standards, teams, and operations across all CVG practices. We are looking for someone ready to grow into that.

We are inspired by the philosophy of unreasonable hospitality: the idea that truly exceptional service means anticipating needs before they are expressed, noticing the details others miss, and making every person who walks through our door feel like they are the most important client we have ever had.

If that excites you, we want to hear from you.

What You'll Own:

• Directly manage and inspire the customer service team, dedicated call center agents, and the hospital support assistant role
• Own recruiting and hiring for the customer service team, source candidates, conduct interviews, and make hiring decisions
• Set the performance standard and hold the team accountable to it, with coaching, not just criticism
• Lead onboarding and ongoing training for all customer service and call center new hires
• Conduct regular 1:1s, shift check-ins, and performance reviews
• Create a culture of pride, ownership, and hospitality

Client Experience

• Own the client journey from first contact to post-visit follow-up
• Audit interactions across phone, in-person, and written channels
• Monitor and respond to client feedback, Google reviews, and satisfaction trends
• Implement service recovery with urgency and empathy when expectations aren't met
• Champion a "exceed every expectation" mindset across your entire team

Operations

• Manage front desk and call center scheduling to ensure consistent coverage
• Build and maintain SOPs for every customer service touchpoint
• Track KPIs including call answer rates, wait times, and client satisfaction scores
• Collaborate with clinical leadership to ensure smooth patient and client flow
• Support long-term expansion — this role is built to scale into multi-location oversight across all CVG practices

What You Bring

• Bachelor's degree required — Business, Hospitality, Communications, or related field preferred
• 3 years in a customer experience, hospitality, or client-facing leadership role
• A genuine passion for service, you don't just manage people, you elevate them
• Experience building or improving service systems and training programs
• Strong communication skills, warm, clear, and confident in any situation
• Ability to stay calm, empathetic, and solution-focused under pressure
• Familiarity with scheduling software, CRM tools, or practice management systems a plus
• Veterinary or healthcare experience a plus — but not required

Pay: $60,000.00 - $91,045.23 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Paid time off
• Retirement plan

Education:

• Bachelor's (Preferred)

Work Location: In person

Salary : $60,000 - $91,045