Client Care Center Supervisor (Player-Coach)
Description About ArkVets ArkVets is a locally and family-owned group of three veterinary hospitals across Metro Phoenix. We provide urgent care, wellness care, chronic care, comfort care, same-day surgery, in-house diagnostics, healthcare memberships, and payment plans — all delivered with a fear-free, transparent approach to medicine. Our Client Care Center is the first conversation a pet owner ever has with ArkVets.
Every unbooked call is a pet that didn't get care. This team's job is to make sure worried pet parents get clear answers, honest guidance, and an appointment — quickly and without pressure. We are hiring a Client Care Center Supervisor to lead and grow this team. About the Role This is a player-coach role. You will take inbound and outbound calls while managing the team that handles client inquiries for all three hospitals.
Your main goal is to help more pets get the care they need by improving: Inbound inquiry-to-appointment conversion Outbound conversation-to-appointment conversion Follow-up completion Appointment retention Call quality Team productivity You will coach Client Care Coordinators through recorded call reviews, live feedback, roleplay, one-on-ones, and clear performance standards. You will also help build the systems that allow the team to grow beyond its current three-person structure.
Veterinary experience is helpful. Strong coaching and team management experience matters more. Schedule and Hours This is a full-time position at 40 hours per week. The Care Center operates from 8 a.m. to 8 p.m. Arizona time. The supervisor works a staggered schedule across the week to provide early, mid-day, and late coverage. The expected weekly time split is: Responsibility Weekly Hours Inbound call coverage - 16 Outbound calls - 12 Coaching and management - 12 = Total of 40 The supervisor spends approximately 28 hours on calls and 12 hours on coaching and management.
As the team grows, this split will rebalance toward coaching and management. The 12 coaching and management hours include: recorded call review, representative one-on-ones, roleplay, scorecard review, coaching plans, hiring, training, and process improvement. The supervisor takes calls during scheduled coverage blocks. The supervisor does not become the default solution for every open shift. Example Weekly Schedule Each day includes one unpaid lunch.
Day Schedule Monday: 8 a.m. – 5 p.m. Tuesday:10 a.m. – 7 p.m. Wednesday: 11 a.m. – 8 p.m. Thursday: 8 a.m. – 5 p.m. Friday: 10 a.m. – 7 p.m. The final schedule may change based on team coverage and call volume. What You Will Do Lead the Team Lead the Client Care Coordinator team across three hospitals Set daily expectations for inbound and outbound activity Run short team huddles Set clear call-handling standards Ensure every call reflects ArkVets' fear-free, transparent standards — clear next steps, honest estimates, no pressure Hold team members accountable to their scorecards Recognize strong performance Create coaching plans when performance falls below standard Help build a team culture based on care, accountability, and improvement Take Inbound and Outbound Calls Answer inbound calls during scheduled coverage blocks Make outbound calls to unbooked inquiries Follow up with missed calls Contact clients who canceled or did not complete booking Follow up with clients who showed interest but did not schedule Support reactivation of lapsed clients Reach out to clients with outstanding care needs — overdue vaccines, pending dentals, and unfinished treatment plans Model strong call-handling behavior for the team Handle complex or escalated client conversations Help clients take the next step in their pet's care Improve Conversion Improve inquiry-to-booked-appointment conversion Improve outbound conversation-to-appointment conversion Identify where clients drop out of the booking process Review calls to find missed opportunities Improve how the team explains the value of recommended care Coach the team t