Client Service Representative Manager

Client Service Representative Supervisor at VCA SylvaniaVET Animal Hospital

Schedule: Full-time opportunity

Location: 4801 N Holland Sylvania Rd, Sylvania, OH 43560

• This is a fully on-site position. This is not a remote or hybrid opportunity.

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We are seeking an experienced and leadership-driven Client Service Representative Supervisor to lead our front-of-house team.

At VCA Animal Hospitals, we take our mission statement—your pet’s health is our top priority and excellent service is our goal—very seriously. With every opportunity, we aim to exceed each pet owner’s expectations while fostering a supportive, high-performing clinic environment.

We’re looking for a proactive leader and "service extraordinaire" who can seamlessly balance high-level client care with team mentorship, workflow management, and operational excellence.

Why We Need You

As the leader of our front desk team, the CSR Supervisor sets the tone for both practice culture and client experience. You will serve as the essential bridge between clients, doctors, veterinary technicians, and hospital leadership—championing exceptional service while empowering and developing your team.

Leadership & Management Responsibilities

• Team Leadership & Coaching: Supervise, mentor, and support the Client Service team; lead onboarding, training programs, and ongoing professional development.
• Performance Management: Conduct regular check-ins, provide real-time coaching, assist with performance evaluations, and address employee relations issues in partnership with Hospital Leadership.
• Scheduling & Shift Management: Oversee front desk staffing schedules, manage shift coverage, monitor timecards/overtime, and adjust daily workflows for optimal coverage during peak hours.
• Escalation & Conflict Resolution: Act as the primary escalation point for complex client concerns, service recoveries, billing discrepancies, and high-stress situations with empathy and diplomacy.
• Standard Operating Procedures (SOPs): Ensure strict adherence to hospital protocols, front-desk compliance, and financial balancing procedures.
• Team Communication: Facilitate regular team huddles, communicate practice updates, and foster a collaborative, positive clinic culture.

Core Client Care & Operational Responsibilities

• Customer service functions, including: greeting visitors, answering telephones, and guiding clients and their pets to exam rooms.
• Scheduling and confirming appointments.
• Placing outbound calls for follow-ups and reaching out to prospective clients.
• Presenting and explaining fees, including processing payments.
• Recommending, selecting, and obtaining products and services, including prescriptions.
• Answering questions regarding products and services, including educating clients on general animal husbandry and non-medical pet care (i.e., heartworm prevention, housebreaking, and flea & tick control).
• Managing medical records, charts, reports and correspondence.
• Hospital maintenance (including removal of animal waste) and ensuring that facility is neat and clean at all times—both inside and outside.

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Qualifications

• Experience: 2+ years of veterinary client service experience, with demonstrated leadership, supervisory, or lead CSR experience preferred.
• Skills: Strong conflict resolution, multi-tasking, team training, and communication abilities.
• Software: Proficiency with veterinary practice management software and Microsoft Office suite.

Benefits

We offer competitive compensation and great benefits, including, medical/dental/vision and paid vacation (for F/T employees only), 401(k), generous personal pet care discounts, and more!

Pay starting at: $18.00

If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.

Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!

The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development).

We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at vcacareers.com.