Customer Service Supervisor

Position Definition 

Summary of Position:

Responsible for ensuring that the client visit is handled with concern, efficiency, and friendliness, phones are answered and directed properly, and that client and other payments are handled according to policies and standards. Supervises receptionists and serves as receptionist when required.

Duties and Responsibilities:

• Manage the Hospital Front Desk, its personnel (receptionists), and associated systems
• Hold receptionists accountable to service standards and company policy
• Address performance issues as they occur
• Schedule receptionists according to staffing needs, serving as a receptionist, as needed
• Manage client complaints when they arise
• Oversee of all transactions and cash handling
• Process refunds, returns, and credits, as needed by location
• Organize and processes all payment plans as needed by location, obtaining approvals as necessary
• Process Bi-monthly billing statements and collections as well as end-of-month closing reports, as required by location
• Serve as back-up to Hospital Manager for maintenance or building issue resolution

Competencies/Requirements:

• Customer Service
• Multi-Tasking
• Cash handling
• Professional appearance
• Smiles and positive attitude
• Computer and business system proficiency
• Verbal and written communication skills
• Phone systems

• Client Focus 
  • Acts with customers in mind. Establishes and maintains effective relationships with customers and gains their trust and respect.
• Interpersonal Skills 
  • Able to operate within the work environment through social communication and interactions.
  • Interpersonal skills are how people relate to one another and involve using skills such as active listening, tone of voice, and cooperation.
• Performance Coaching
  • Works to improve and develop the performance of others. Provides clear suggestions and specific feedback in a positive manner.
  • Establishes trust, creates an open environment for skill development.
• Communication
  • Communication refers to the ability to inform orally and in writing, with clarity and good effect. It means to understand clearly and quickly when instructions or orders are received. It means judgment about what information is important and what is not, and what should be communicated, how, to whom and when.
• Teamwork
  • Works with and helps others to accomplish goals.
• Composure
  • Able to calmly handle the unexpected.
• Action Oriented
  • Adapts to change and considers new approaches.
• Use of Technology
  • Able to use technology to accomplish tasks and optimize performance.

Qualifications (Required)

• High School diploma or equivalent
• Veterinary Reception/Customer Service experience
• Leadership experience

Preferred Skills (Nice to Have)

• Performance Management
• Scheduling experience

Schedule

• Monday-Friday, day shift
• Some evening and weekend flexibility needed for Supervisor

What We Offer
We care deeply about supporting our team members — professionally and personally. Benefits include:

• Medical, dental, and vision insurance
• Paid Parental Leave (birth, adoption, foster)
• 401(k) with discretionary contribution
• Team Member Pet Discounts
• Emotional wellbeing support — including Calm app access and 24/7 EAP
• CE stipends and career development resources
• Grant Circle — a relief fund for team members facing personal hardship
• Local hospital culture backed by national resources