Client Care Supervisor

Job Description

Job Description

Position Overview :

The Client Care Supervisor is responsible for overseeing the operations of the call center and veterinary front desk, ensuring high-quality customer service and efficient workflow. This role involves supervising staff, streamlining processes, handling escalated client concerns, and fostering a customer-focused culture. The ideal candidate will have a strong background in customer service management, excellent communication skills, and a passion for delivering exceptional client experiences in a veterinary setting.

Principal Duties and Responsibilities :

• Leadership and Supervision : Supervise and manage the performance of call center and front desk staff, including scheduling, training, and development. Set clear goals and expectations, and provide ongoing feedback and coaching. Conduct regular team meetings to align on objectives, updates, and best practices.
• Operations Management : Ensure smooth daily operations of the call center and front desk, including appointment scheduling, client check-ins / outs, and handling payments. Monitor and optimize workflows to improve efficiency and client satisfaction.
• Customer Service Excellence : Serve as the point of escalation for complex client concerns and complaints, resolving issues promptly and professionally. Maintain and promote a client-first approach, ensuring all interactions are courteous, empathetic, and solution-focused. Develop and implement customer service policies and procedures to standardize quality across both departments.
• Staff Development Training : Provide initial and ongoing training for staff to ensure proficiency in customer service, scheduling systems, and clinic protocols. Identify skill gaps and create development plans for team members. Foster a positive and collaborative work environment to maintain high staff morale.
• Performance Metrics and Reporting : Track and analyze key performance indicators (KPIs) for call center and front desk operations (e.g., appointment scheduling rates, client wait times, resolution times). Prepare reports for management, highlighting successes, challenges, and opportunities for improvement. Implement corrective actions to address performance gaps.
• Collaboration and Communication : Work closely with the Medical Director and Clinic Operations Manager to align scheduling and client communication with clinic needs. Serve as a liaison between departments to ensure seamless operations and clear communication. Partner with leadership on strategies to enhance client retention and satisfaction.
• Assist the Clinic Operations Manager in coordinating the annual Fix Felix event.
• Perform any other duties as needed to support the mission of the Houston Humane Society.

Qualifications & Skills :