Job Description

Nonantum Veterinary Clinic

in Landenberg, Pennsylvania (1 hour outside of Philadelphia) is the largest full-service general practice within the tri-state region. Located in a beautiful 8,000 sq ft facility, we see a large number of surgical and dental cases and are 100% companion animal focused. We have a close-knit, family oriented, experienced and cohesive team of doctors with visiting specialists including a cardiologist, radiologist, and orthopedic surgeon providing expanded services. NVC welcomes both experienced and new graduate veterinary professionals to join our compassionate team!

Position Overview

The Front Desk Supervisor plays a critical leadership role in creating an exceptional client experience at Nonantum Veterinary Clinic. They oversee the daily operations of the Client Service Representative (CSR) team, ensuring outstanding customer service, efficient workflow, and consistency in communication. This position requires a highly organized leader who is passionate about teamwork, client care, and veterinary medicine.

Key Responsibilities

Leadership & Team Development:

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.

Client Experience Management:

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.

Operational Support:

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.

Reporting & Metrics:

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.

Qualifications

Minimum 2 years of experience in customer service; supervisory or lead role experience preferred. Previous experience in a veterinary, medical, or similar clinical setting is ideal. Excellent verbal and written communication skills. Ability to stay composed under pressure and adapt to changing priorities. Strong organizational, multitasking, and problem-solving abilities. Proficient in using practice management software (Cornerstone experience a plus), Microsoft Office Suite, phones, and email systems.

What We Offer

Competitive compensation based on experience. Opportunities for career development within VetEvolve. Supportive and collaborative team culture. Employee pet care discounts. * CE and professional growth opportunities.