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VetEvolve · 7 hours ago

Nonantum Veterinary Clinic Front Desk Supervisor

Newark, DE

Full-time

Onsite

Mid, Senior Level

2+ years exp

VetEvolve is a leading veterinary clinic focused on companion animals, located in Landenberg, Pennsylvania. They are seeking a Front Desk Supervisor to oversee the Client Service Representative team, ensuring exceptional client experiences and efficient operations.

PetService IndustryStaffing AgencyVeterinary

Responsibilities

Lead, mentor, and support a team of CSRs in delivering exceptional service

Assist with training, onboarding, and ongoing coaching of front desk staff

Schedule, coordinate breaks, and manage staffing coverage

Conduct performance reviews and provide timely feedback

Promote a positive, respectful, and collaborative workplace culture

Oversee all front desk operations, including phone handling, client check-in and checkout procedures, appointment scheduling, and client education

Ensure CSRs follow established protocols for client communication, documentation, and care coordination

Assist in resolving escalated client concerns with empathy and professionalism

Maintain clear communication with doctors, technicians, and leadership regarding scheduling, workflow, and client needs

Manage voicemail and other communication channels to ensure timely response (within 4 hours)

Monitor daily task completion (e.g., invoice accuracy, prescription pickup, reminders, etc.)

Collaborate with leadership on process improvement and system-wide expectations

Track front desk KPIs, including missed call rates, client wait times, and scheduling accuracy

Participate in daily huddles and monthly leadership meetings

Assist with reporting on trends, concerns, and opportunities for improvement

Qualification

Customer service experienceSupervisory experiencePractice management softwareVeterinary clinical experienceOrganizational skillsMultitasking skillsVerbal communicationWritten communicationProblem-solving abilitiesAdaptability