Veterinary CSR Supervisor

Department: Receptionists

Location: Charlottesville, Virginia

Compensation: $27.00 - $30.00 / hour

Description

Virginia Veterinary Specialists & Emergency is seeking an experienced and motivated Customer Service Representative Supervisor to lead and support our client services team. This individual will play a critical role in fostering a positive client experience, developing team members, and ensuring smooth front desk operations in a fast-paced specialty and emergency veterinary environment.

This opportunity is ideal for a leader who enjoys coaching and mentoring others, building strong team culture, and driving operational excellence while maintaining a compassionate, client-focused approach.

Position Overview
The Customer Service Representative Supervisor is responsible for overseeing the daily operations of the client services department, ensuring exceptional service delivery for clients, patients, and referring veterinarians. This role provides direct leadership and support to the Customer Service Representative team through training, coaching, scheduling, performance management, and ongoing professional development.

Working closely with hospital leadership, the supervisor will help establish and maintain efficient workflows, support process improvement initiatives, and promote a collaborative environment focused on outstanding client care. The ideal candidate is a strong communicator, highly organized, solutions-oriented, and comfortable navigating the unique demands of a busy specialty and emergency veterinary hospital.


Key Responsibilities

• Supervise and support Customer Service Representatives in daily operations and client interactions
• Assist with onboarding, coaching, and ongoing training initiatives for front desk team members
• Help manage workflow efficiency, scheduling coordination, and service-related projects
• Monitor client feedback and identify opportunities to improve the overall customer experience
• Foster a collaborative, positive, and accountable team culture
• Support communication efforts for a diverse client population, including multilingual interactions when applicable
• Partner with leadership on client retention initiatives and operational improvements
• Ensure a welcoming, professional, and compassionate experience for clients and patients alike
  
  

Skills Knowledge and Expertise

• Previous supervisory or leadership experience within customer service, hospitality, healthcare, or veterinary environments
• Strong communication and interpersonal skills
• Ability to multitask and manage competing priorities effectively
• Experience coaching, mentoring, or developing team members
• Comfortable navigating client concerns and conflict resolution with professionalism and empathy
• Familiarity with scheduling systems, CRM/customer service software, or veterinary practice management systems preferred
• Multilingual candidates are highly encouraged to apply
  
  

Benefits

• Paid time off
• Competitive pay $27-30/hour
• Health insurance
• Dental Insurance
• Vision insurance
• Employee discounts
• Flexible schedules
• 401K with company match
• Paid days off for CE and robust CE allowance
• Training and career development