Client Care Supervisor

The Virginia Veterinary Centers in Fredericksburg, VA is hiring a full- time Client Service Supervisor to join our team!

Position Overview:
Virginia Veterinary Centers in Fredericksburg, VA is seeking a Customer Service Supervisor to lead and support our Client Services team. In this essential role, you’ll oversee daily front desk operations, mentor and train our client service staff, and help ensure a compassionate, efficient experience for every pet owner who walks through our doors.
At Virginia Veterinary Centers, you’ll be on the front lines of patient care by supporting diverse, life-saving cases and playing a critical role in the client journey. This is more than a customer service job- it’s an opportunity to make a lasting difference in the lives of pets and their families.

Why You’ll Love Working Here:

• Impactful Work – Contribute to a team that manages a wide range of emergency and specialty cases with compassion and urgency.
• Collaborative Team – Work with dedicated colleagues who are passionate about veterinary medicine and supporting one another.
• Engaged Leadership – Our leaders are accessible, hands-on, and open to feedback and ideas.
• Professional Growth – We value learning, development, and career advancement opportunities.

• Full-time position with a rotating schedule, including some evenings, weekends, and holidays to ensure coverage.
• Hourly Rate: $23–$24/hour, based on experience.

• Supervise daily operations of the Client Services team, ensuring exceptional client service and smooth workflow.
• Collaborate with the Hospital Director and HR to maintain proper staffing levels.
• Create and adjust schedules to ensure full coverage, including managing PTO and unexpected absences.
• Participate in hiring, onboarding, and training of new Client Service Representatives (CSRs).
• Maintain and enhance the CSR training program and manual.
• Provide ongoing coaching, feedback, and performance evaluations to CSRs and Team Coordinators.
• Support CSR team in handling complex client interactions, financial discussions, and emotional situations with empathy and professionalism.
• Monitor EMR, phone systems, and other tools to ensure efficient client communication and data management.
• Oversee aftercare services including cremation coordination, euthanasia documentation, and sympathy outreach.
• Assist in financial tasks such as banking and accounts receivable, as needed.
• Address client and referring veterinarian (rDVM) concerns with prompt, thoughtful resolutions.
• Participate in management meetings and lead regular team huddles and check-ins.

• Employee Referral Bonus
• Uniform Allowance
• Paid PTO
• Employee Pet Discount
• 401(k) Retirement Plan
• Medical, Dental, and Vision Insurance
• Disability & Life Insurance
• HSA/FSA Options

About Us:
Virginia Veterinary Centers – Fredericksburg is part of a leading network of emergency and specialty hospitals providing advanced veterinary care across Virginia. Our experienced team of doctors and support staff use state-of-the-art technology and compassionate service to deliver high-quality care. We believe a strong, collaborative workplace culture is key to delivering the best outcomes for both our patients and team.

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.