Customer Service Supervisor

Description:

At the Veterinary Referral Center of Central Oregon (VRCCO), you will become a vital member of a dynamic team dedicated to providing exceptional veterinary care. Our approach combines a commitment to compassionate, individualized care with evidence-based practices, ensuring strong connections between our staff and the patient-guests and pet parents we serve. Here, you will discover a culture founded on teamwork, compassion, and going beyond expectations—leading to a fulfilling and impactful career in veterinary medicine.

Why Choose VRCCO?

VRCCO is recognized as a leader in advanced pet care, offering a diverse range of specialty and emergency services designed to meet the needs of our community. We currently provide dermatology, internal medicine, medical oncology, surgery, ophthalmology, neurology, physical rehabilitation, urgent care, and emergency services. We push to deliver outcomes otherwise not possible by supporting, developing, and having the expertise to perform such things as dialysis, joint replacements, and even pituitary surgery. To improve the experience for our patients and help support our amazing team we have created a purpose built veterinary hospital campus, with an over 26,000 sq. ft. facility to serve our community. As we work together to prioritize the well-being of our patient guests, we are equally dedicated to our heroes (employees). We invest in competitive compensation and comprehensive benefits to support your health and well-being, both now and in the future.

We are the only organization with Vet Cadets Childcare located at our flagship location and only a short drive from our Urgent Care facility. VRCCO has been Great Place To Work Certified since 2021. Come see the difference for yourself and be a part of our team. With abundant opportunities for continuing education and career advancement, you can develop a long and successful career with us.

Requirements:

Job Summary:

We are seeking a Customer Service Supervisor to lead our client-facing operations and call center at one of the largest veterinary hospitals in the region. With over 10,000 pet patients annually and a team of more than 125 employees, this role is critical in ensuring exceptional service experiences for pet owners while supporting the hospital’s mission of compassionate, high-quality veterinary care.

The Customer Service Supervisor will oversee the client service team, streamline communication between pet owners and medical staff, and implement service standards that reflect our hospital’s values of empathy, professionalism, and excellence. Responsibilities include:

Leadership & Team Management

• Supervise, mentor, and develop the customer service team (front desk, call center, client relations).
• Manage scheduling, workload distribution, and performance evaluations.
• Foster a culture of accountability, collaboration, and continuous improvement.

Client Experience

• Ensure pet owners receive timely, empathetic, and accurate communication regarding appointments, procedures, billing, and follow-ups.
• Resolve escalated client concerns with professionalism and compassion.
• Implement feedback systems to measure and improve client satisfaction.

Operational Excellence

• Develop and enforce customer service policies, procedures, and best practices.
• Collaborate with medical and administrative teams to optimize patient flow and reduce wait times.
• Monitor service metrics (call response times, appointment scheduling efficiency, satisfaction scores).

Strategic Contribution

• Partner with leadership to align customer service initiatives with hospital goals.
• Contribute to hospital-wide projects such as technology upgrades, workflow improvements, and community outreach.

Benefits Highlights

Medical: Multiple plan options with 70% coverage

Dental/Vision: Multiple plan options with 50% coverage

Profit sharing available for all heroes (employees)

Tenure bonuses

Savings: 401K matching program

Stipends for continuing education

Ready to Make a Difference?

If you are passionate about veterinary care and are excited to grow alongside a team of like-minded individuals, we would love to hear from you! Apply today and become part of the Veterinary Referral Center of Central Oregon family—where we go beyond expectations, every day!

Visit https://vrcvet.com/veterinary-jobs/ to learn more!