Customer Service Supervisor

Our mission at Avets  is to provide state of the art medicine and compassionate care for pets and the people who love them.
We are seeking a Customer Service Supervisor to provide frontline leadership for our Client Care Coordinators (CCCs) in a busy 24/7 emergency and specialty veterinary hospital. This role is critical in ensuring smooth daily operations, consistent service standards across all shifts, and a compassionate, professional experience for every client who walks through our doors.
This is a hands-on leadership position in a high-stress ER/specialty setting where empathy, decisiveness, and teamwork matter.
Schedule and Compensation:

• Full Time, 40 hours per week
• Flexibility is required to support night/weekend and holiday shifts as necessary and to provide training and ongoing coaching and evaluation for the 24/7 customer service team
• Up to $26/hr
• Shift differentials apply; $4 after 7pm or $2 on Sat/Sun (differentials do not stack, higher differential applies)

• Directly supervise CCCs across days, nights, weekends, and holidays
• Ensure consistent expectations and accountability across all shifts
• Serve as the escalation point for complex client concerns and service recovery
• Foster a culture of professionalism, empathy, and teamwork

• Oversee scheduling for a 24/7 operation
• Manage call-offs and real-time coverage adjustments
• Support hiring, onboarding, and training of new team members
• Ensure overnight and weekend teams feel supported and connected

• Reinforce standards for phone, in-person, email, and text communication
• Monitor intake accuracy, wait-time updates, and discharge workflows
• Coach team members on handling emotionally distressed clients
• Ensure client areas remain clean, organized, and welcoming

• Provide real-time coaching and feedback
• Conduct performance reviews and corrective action as needed
• Identify training gaps in systems, policies, and communication
• Support retention and professional growth of team members

• Ensure accuracy in intake, estimates, deposits, and