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Client Care Center Supervisor

Fountain Hills, AZ Full-time On-site $26 — $30 hourly 08/27/2026 Job ID: 000060
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managing inbound sales, call center, inside sales, healthcare access, dental, medical, home services, or appointment-setting team managing customer-facing representatives coaching representatives from recorded calls tracking conversion metrics tracking appointment-setting metrics

Summary

What you’ll impact

The Client Care Center Supervisor at the organization leads and coaches a team of Client Care Coordinators across three veterinary hospitals, handling inbound and outbound calls while improving appointment conversion and call quality. This player‑coach role balances call coverage with coaching, performance management, and collaboration with hospital leadership to ensure a fear‑free, transparent client experience.

Responsibilities

What you'll do

  • 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
  • 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 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
  • 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
  • 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
  • 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

Requirements

What you’ll bring

  • 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
  • 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

Ready to Move Forward?

Apply now and our recruiting team will reach out with next steps, interview guidance, and client insights tailored to this role.

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Equal Opportunity Employer

Intelatek is an Equal Opportunity Employer. All qualified applicants will receive consideration based on qualifications, merit, and business need, without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other status protected by applicable law. Need an accommodation? Email accommodations@intelatek.co.