Veterinary Client Experience Supervisor, CASE

Boulder, CO
Full Time
Client Services
Senior Manager/Supervisor

Join Our Team as a Client Experience Supervisor!

Are you passionate about delivering outstanding customer service and leading teams to success? We are seeking an enthusiastic Client Experience Supervisor to join our dynamic team and ensure that every client receives the best experience possible. If you thrive in a client-centric environment and are ready to make a significant impact, we want to hear from you!

About the Role:
As the Client Experience Supervisor, you will play a pivotal role in shaping the client’s journey. You will partner closely with our Hospital Director and department leaders to ensure a seamless and exceptional client experience. This role requires a strategic thinker who can lead a team, drive improvements, and enhance client satisfaction.

This role is 50% technical and 50% administrative.

Key Responsibilities:
  • Team Leadership:
    • Create team member schedules to ensure consistent coverage.
    • Lead regular team meetings to share ideas, enhance skills, and outline new initiatives.
    • Provide leadership, motivation, and development to team members, acting as a role model.
  • Client Experience:
    • Establish operating standards that deliver exceptional client service.
    • Analyze client journeys and provide recommendations for improvement.
    • Handle client complaints and escalations to achieve mutually beneficial resolutions.
    • Partner with internal services for feedback on how the client experience team delivers value.
  • Collaboration & Strategy:
    • Partner with the Hospital Director and department leaders to build a collaborative team focused on the client experience.
    • Set objectives, review KPIs such as client satisfaction, and develop action plans to meet goals.
    • Collaborate on new ideas and initiatives to drive client experience goals.
  • Operational Excellence:
    • Supervise day-to-day work activities and maintain consistent operating procedures.
    • Work with Ezyvet, SmartFlow, and phone support teams for any client experience-related issues.
Location:
  • Boulder, CO
Compensation:
  • $55,000 - $70,000
Adaptable Schedule:
  • We believe in an adaptable schedule that fits the needs of our team and clients.
  • Please plan to be present as needed to deliver exceptional client service.
Why Join Us?
  • Innovative Environment: Be part of a team that embraces cutting-edge technology and practices in veterinary dentistry.
  • Professional Growth: Access continuous learning opportunities and expand your skill set with ongoing training and development.
  • Collaborative Team: Work alongside passionate professionals dedicated to providing the highest level of care.
  • Impactful Work: Make a meaningful impact on the lives of our furry patients and their families every day.
What We're Looking For:
  • Exceptional First Impressions: Are you the person who effortlessly leaves a positive and lasting first impression? We want you! The ideal candidate will possess outstanding communication and customer service skills, ensuring our clients and referring veterinarians feel valued and supported.
  • Adaptability and Multitasking: In our fast-paced environment, versatility is key. If you thrive on multitasking and can navigate unexpected situations with ease, you're the problem solver we're looking for.
  • Customer Service Excellence: If you've excelled in customer service, you know the importance of building positive relationships. Your ability to provide outstanding service aligns seamlessly with our commitment to delivering an exceptional client experience.
Qualifications:
  • Passionate about client experience and team development.
  • Bachelor’s degree or higher in Hospitality, Communications, or Finance preferred.
  • 5 years of experience in the client experience field, preferably in hospitality or client-centric businesses.
  • 3-5 years in a supervisory/management role preferred.
  • High level of emotional intelligence and interpersonal skills.
  • Proficiency in Microsoft Office, scheduling software, or veterinary management platforms preferred.
Benefits:
  • CE Allowance
  • Uniform Allowance
  • Paid Time Off
  • Employee Pet Discount
  • 401k
  • Medical/Dental/Vision
  • Disability Insurance
  • Life Insurance
  • HSA/FSA
  • Access to VetBloom for RACE-approved continuing education and training
  • License application and renewal reimbursement for RVTs.
  • Financial support and onsite mentorship for those pursuing VTS certification
  • Ask us about certification assistance!
About Us: Colorado Animal Specialty & Emergency (CASE) is a leading provider of specialty and 24-hour emergency veterinary services in Boulder, CO. Our state-of-the-art, 27,000 sq ft hospital is staffed by experienced medical professionals, including board-certified specialists who are dedicated to delivering the highest level of compassionate veterinary care. Our mission is to preserve and enhance the human-animal bond by offering exceptional service through innovative medicine, community partnerships, and nurturing client relationships.
Core Values:
  • Compassion: We create a nurturing environment using advanced medical tools and techniques to foster a compassionate bond with our patients and their families.
  • Collaboration: By partnering with primary veterinarians and clients, we ensure the best decisions are made for each pet’s well-being.
  • Respect: Our supportive work culture encourages personal and professional growth, enabling staff to deliver exceptional care.
  • Integrity: Committed to environmentally sustainable practices, we support our community through education and uphold our values.
At CASE, our Compassion Committee works diligently to ensure each patient experiences a stress-free visit. We employ a variety of calming tools and protocols, including separate Feline and Canine ICUs, soothing music, and specialized pheromone products to reduce fear and anxiety. Our dedicated team provides personalized care, monitoring emotional and pain levels to maintain comfort and prevent negative experiences.

For more information about us, please visit https://coloradoanimalspecialty.com.

Ethos Veterinary Health is at the forefront of innovation and world-class medicine. As the premier network of over 140 specialty and emergency hospitals across North America, Ethos brings together a dedicated community of more than 1,500 specialized doctors providing care for nearly 2 million pets annually. The integrated and collaborative network of veterinary professionals utilize state-of-the-art technology and a scientific, evidence-based approach to deliver compassionate, unparalleled care and rewarding careers. Committed to revolutionizing veterinary medicine, Ethos sets the standard in veterinary excellence. Discover more at EthosVet.com.

Ethos Veterinary Health offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees.  The team can provide more information about compensation and benefits for your specific location during the process.  For positions based in Colorado, Ethos provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.
 
Ethos Veterinary Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

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