Veterinary CSR Supervisor

Overview

Veterinary CSR Supervisor Jobs in Saint Petersburg, FL at Bayview Animal Hospital – St. Pete

Job Summary

We are seeking a CSR (Client Service Representative) Supervisor for a privately owned, community driven, small animal medicine practice. The CSR Supervisor is responsible for leading the Client Service Representative department while maintaining the highest standard of client service. This position performs all essential CSR duties while overseeing the day-to-day operations, development, and performance of the front office team.

The CSR Supervisor plays an integral role in developing scalable systems, creating standardized workflows, coaching team members, and ensuring a consistently exceptional client experience. This position serves as the primary leader of the client service department and partners closely with the Practice Manager, Practice Owners, and other department heads to improve operational efficiency and strengthen communication across all departments.

Experience Requirements

Previous veterinary client service experience. Prior supervisory or leadership experience. Strong understanding of veterinary terminology. Proficiency with Ezyvet or other comparable PIMS. Excellent verbal and written communication skills. Strong organizational and problem-solving abilities. Experience with mentorship, coaching and developing staff. Proficient in Microsoft and Workspace.

Physical Effort: Work requires lifting and carrying records, patients and equipment weighing up to 25 lbs; requires sitting and standing for extended periods or time.

Working conditions: May be exposed to unpleasant odors, noises and animal feces, urine, blood and vomit. May be exposed to bites, scratches and contagious diseases.

Duties

• Perform all basic requirements of Client Service Representative
• Recruit, interview, hire, onboard, and train Client Service Representatives.
• Develop clear onboarding and training pathways for new hires.
• Continue developing career progression opportunities for existing CSRs through coaching, continuing education, and competency-based development.
• Conduct regular one-on-one coaching sessions and performance evaluations.
• Lead weekly department meetings and participate in hospital leadership meetings.
• Foster a positive, collaborative, and accountable workplace culture.
• Address performance concerns promptly through coaching and corrective action when appropriate.
• Assist with scheduling to ensure appropriate staffing levels while balancing quality client service and hospital efficiency.
• Deliver exceptional customer service while setting the standard for the CSR team.
• Manage escalated client concerns with professionalism, empathy, and confidence.
• Utilize conflict resolution and de-escalation techniques to achieve the best possible outcomes for clients, patients, and the hospital.
• Oversee client communication initiatives, including greeting cards, sympathy cards, thank-you correspondence, follow-up communications, and other client engagement efforts.
• Ensure all client-facing areas remain clean, welcoming, and organized.
• Maintain a thorough understanding of EzyVet and all hospital software systems.
• Create, update, and implement Standard Operating Procedures (SOPs) to improve efficiency and consistency.
• Develop standardized workflows that support the continued growth of the hospital.
• Create and maintain scheduling guidelines that maximize client experience while supporting operational efficiency.
• Review and prepare basic treatment estimates.
• Understand hospital refill policies and maintain a working knowledge of commonly prescribed medications.
• Maintain current knowledge of the P.C.A.S. system and applicable legislation regarding licensing and tag issuance.
• Maintain updated referral resources for specialty hospitals, emergency clinics, shelters, and other local veterinary services.
• Review daily financial transactions and correct accounting discrepancies.
• Bring accounting concerns to the attention of the Practice Manager or Practice Owners.
• Complete daily, weekly, bi-weekly, and monthly administrative reporting.
• Run departmental reports and review performance metrics with hospital leadership.
• Monitor Weave Analytics, including:
• Call volume
• Missed opportunities
• Call sentiment
• Client communication trends
• Assist with inventory management by monitoring office supplies, forms, educational materials, and hospital cleaning supplies.
• Notify the PM or Inventory Manager of inventory needs.
• Ensure all department members maintain hospital cleanliness standards.
• Maintain compliance with OSHA standards and biomedical waste handling procedures.
• Educate department members on policy updates and safety requirements.
• Promote consistency in hospital policies and client communication standards.
• Work collaboratively with department supervisors to ensure efficient hospital workflow.
• Promote respectful communication between all departments.
• Address interpersonal conflicts professionally and promptly.
• Escalate unresolved concerns to the PM or PO when necessary.
• Support hospital initiatives that improve patient care, client satisfaction, and team efficiency.

Join us as our CSR Supervisor and lead our passionate team toward delivering outstanding service that makes a difference in the lives of pets and their owners!

Pay: From $48,037.66 per year

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience:

• Veterinary Lead CSR : 3 years (Required)

Ability to Commute:

• Saint Petersburg, FL 33711 (Required)

Work Location: In person

Title: Veterinary CSR Supervisor

Company: Bayview Animal Hospital – St. Pete

Location: Saint Petersburg, FL

Category: