Client Care Center Supervisor (Player-Coach)

Apply 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 through price concerns and appointment hesitation Improve follow-up speed and consistency Test new call openings, questions, and booking approaches Share successful call approaches across the team Coach and Develop the Team Review recorded calls each week Give clear feedback tied to specific moments in the call Run roleplay sessions Coach representatives on discovery, value communication, urgency, and booking Conduct one-on-ones Train new Client Care Coordinators Build a repeatable onboarding process Help representatives improve inbound and outbound skills Track coaching completion and performance changes Manage Performance Maintain the Care Center scorecard Review performance by representative Track inbound and outbound results Compare performance by call type and hospital Identify the strongest and weakest call behaviors Report conversion trends to leadership Recommend process changes based on call data Help establish clear definitions for each funnel stage Work With Hospital Leadership Coordinate with hospital managers and medical teams Follow ArkVets clinical triage and escalation guidelines Escalate clinical questions to the appropriate medical leader Improve the handoff between the Care Center and hospital teams Help reduce scheduling confusion Protect the client experience across urgent, wellness, chronic, and comfort care How Success Is Measured The primary scorecard includes: Inbound inquiry-to-booked-appointment conversion Outbound conversation-to-appointment conversion Calls answered Missed-call rate Follow-up completion Cancellation and saved-appointment rate Call quality Coaching completion New representative ramp time Appointments booked per representative Final targets will be set after the supervisor validates the current funnel definitions and establishes the baseline. Compensation and Bonus Structure Base pay: $26–$30 per hour, based on experience. Individual Production Bonus $1 for each personal inbound conversion above 1 conversion per scheduled inbound hour $5 for each qualified personal outbound conversion Individual conversions must result in correctly scheduled appointments and follow ArkVets scheduling and clinical escalation guidelines. The individual production bonus is paid based on actual personal results. Team Performance Bonus The supervisor is eligible for a team performance bonus of up to $1,500 per quarter , based on team results across all three ArkVets hospitals: Team performance area Team inbound conversion 60% Team outbound completed appointments 25% Appointment quality and abandonment rate 15% The team bonus is measured using qualified inbound inquiries, correctly booked appointments, completed outbound appointments, appointment quality, and abandonment rate. It is reviewed and paid quarterly. Final conversion definitions, targets, quality standards, and payout rules are provided during onboarding. Benefits Paid ArkVets pet memberships for two of your own pets plus 20% discount on all other services and pets — your fur family gets the same wellness care our clients love Healthcare coverage Dental coverage Short & Long Term 401k Continuing Education Life Insurance Holiday pay Two weeks paid vacation Quarterly team outings Performance bonuses tied to the same scorecard you own (see above) $500 computer stipend First 30 Days Learn the ArkVets call flow Learn the services offered at all three hospitals Learn the clinical escalation process Learn the current team structure Review current call scripts and workflows Listen to recorded inbound and outbound calls Establish baseline performance by representative Identify the three largest conversion leaks Start daily roleplay and call feedback Build trust with the current team First 60 Days Run weekly call reviews Launch consistent representative scorecards Build a repeatable onboarding process Create a coaching schedule Improve follow-up for missed and unbooked opportunities Establish protected outbound call blocks Present a conversion improvement plan to leadership Recommend changes to scripts and call workflows First 90 Days Show measurable progress in the agreed conversion metrics Produce consistent coaching records Identify the call behaviors that drive bookings Build a hiring and ramp plan for future team growth Create a repeatable management rhythm Recommend the next staffing change based on call volume and conversion data Create a repeatable management rhythm Recommend the next staffing change based on call volume and conversion data Requirements Required Qualifications 3 or more years of experience managing an inbound sales, call center, inside sales, healthcare access, dental, medical, home services, or appointment-setting team Experience managing customer-facing representatives Experience coaching representatives from recorded calls Experience tracking conversion or appointment-setting metrics Experience hiring, onboarding, or developing team members Strong phone communication skills Strong coaching and feedback skills Ability to set standards and hold people accountable Comfort using performance data to guide decisions Ability to work across multiple locations or teams Ability to work within clinical escalation guidelines Availability for a full-time schedule during the 8 a.m. to 8 p.m. Arizona-time Care Center window Quiet home workspace, reliable high-speed internet, and a quality headset Preferred Qualifications Bilingual English/Spanish preferred Veterinary experience Healthcare or other appointment-based service experience Remote team management experience Experience improving inbound conversion Experience improving outbound appointment setting Experience building a call center scorecard Experience managing a small team through growth How You Lead Coach with empathy and directness Give feedback tied to observable behavior Stay calm during emotional client conversations Set clear expectations Follow through on commitments Use numbers to find the real problem Care about both client trust and team performance Know when to coach, retrain, or replace Lead from the front by taking calls yourself Why Join ArkVets Own the first conversation every pet parent has with ArkVets — and make sure it sounds like us: warm, honest, transparent about costs, and never pushy Help pet owners access care across three locally and family-owned hospitals Lead a team that directly affects the client experience Build the Care Center management system from the ground up Work with a growing local family owned veterinary organization centered on client care Help create a smoother experience for pets, clients, and hospital teams