Client Support Supervisor

Ethos Veterinary Health in Woburn, MA

  • Industry: Retail - Customer Service/Sales
  • Type: Full Time
position filled

Be part of our mission at Ethos to provide unsurpassed veterinary health care for our patients and their human companions. The Service Center is the gateway to our hospitals, and you will be at the front line delivering superior care to our clients and referring veterinarians. While we don't actually handle the animals our love for them is apparent in everything we do. Every day is different in our 24/7-365 Service Center and you could be booking appointments one minute then taking an emergency call from a client the next. We are a close-knit team in the Service Center and would love to talk to you about joining us.

We have an immediate opening for a full-time Client Support Supervisor in our Woburn, MA location.

We are searching for people that can represent our mission, vision and our core values. If you are looking to move from a job to a career, have a strong work ethic, and a commitment to the highest level of client care, we want you to come work with our team. You're the voice of Ethos, and a strong relationship between our clients and their customers starts with you.

Our Supervisors lead our teams to achieve the highest standards in customer service with an empathetic ear and a detailed eye.

As a Liaison in the Call Center, you will be responsible for:

  • Providing exceptional customer service in a professional, positive and efficient manner.
  • Answering high volume phone calls & identifying client needs
  • Directing phone calls to appropriate person or location
  • Providing general information regarding services at 4 of our locations
  • Schedule appointments that are timely and accommodating to our clients
  • Providing updates on our patients so clients know their pets are doing better.
  • Supervisors are responsible for:

  • Participating in the selection, hiring, training and development of your staff.
  • Provide real-time feedback to employees on their performance so they can continue to grow and develop their expertise.
  • Prepare and assign work schedules ensuring that staffing requirements are met. 
  • Make real-time decisions necessary to deliver exceptional client service.
  • Maintain a thorough and current knowledge of each hospital and Service Center functions, protocols and procedures.
  • Creating learning opportunities with staff to enhance their effectiveness and expand their knowledge base about the veterinary industry.
  • Develop, monitor, and analyze statistical measures of staff performance to meet production and quality standards.
  • This position requires scheduling flexibility: Shifts will include a combination of mornings, midday and evening or shifts and will include a regular weekend shift and some holiday shifts.

    Job Requirements:

  • High school diploma, or equivalent, is required.
  • Must have 4 years of previous call center experience and experience in a medical or veterinary setting is desired. 
  • High personal integrity, character, and a commitment to excellence
  • A passion for helping other people everyday
  • Outstanding customer service skills with a pleasant, professional phone manner.
  • Savvy computer skills which include the ability to navigate a web-based system and type while assisting callers is required.
  • Get to Know Ethos Veterinary Health: Ethos Veterinary Health is network of veterinary hospitals that provide 24/7 Emergency and Specialty Care. Our Service Center, located in Woburn, receives all incoming calls for our Massachusetts and New Hampshire locations. Our Service Center Liaisons have tremendous responsibility and are relied on to ensure client's needs are met and issues are resolved in a timely and empathetic manner. You're the voice of Ethos, and a strong relationship between our clients and their customers starts with you.

    Why Join Ethos Veterinary Health? Every day, we aim to live up to our mission by creating insanely great client experiences. Simply put, we want to make lives better one interaction at a time. And to do that, we need the very best people to join us. Ethos is a place where people work hard and create opportunities to challenge themselves and have fun.

    Benefits as an Ethos Veterinary Health Employee:

  • Compensation is based on experience and skill level.
  • Full-time benefits include health insurance with an optional 100% employer paid plan, dental, vision, disability and life insurances, flex-spending accounts, 401(k), Employee Assistance Program, Paid Time Off, and a Pet Health Discount.
  • Thank you for reading our job posting! 

    Ethos is an Equal Opportunity Employer. Ethos does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, competence, merit, and business need.


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