Veterinary Client Experience & Call Quality Specialist

Job Description

REQUIREMENTS

• 2+ years of experience in veterinary customer service, veterinary reception, veterinary operations, or client communications
• Previous experience in call quality assurance, call monitoring, customer service coaching, or client experience evaluation
• Strong listening, communication analysis, and interpersonal skills
• Excellent written communication and documentation abilities
• High attention to detail with strong organizational and time management skills
• Ability to manage multiple hospitals, priorities, and reporting workflows simultaneously
• Proficiency with Microsoft Office, including Excel and Word

• Experience using Weave communication software
• Familiarity with Patient Prism or similar call analytics platforms
• Background in veterinary front desk operations, veterinary call centers, or multi-location support environments
• Experience working with AI-assisted customer communication technology or virtual assistant platforms
• Multi-site veterinary support or enterprise-level experience

RESPONSIBILITIES

• Review and evaluate recorded inbound and outbound veterinary client calls across assigned hospitals
• Assess customer service quality, professionalism, empathy, and communication effectiveness
• Monitor AI Virtual Assistant interactions for accuracy, client experience quality, and successful call routing
• Evaluate appointment booking conversion and identify missed scheduling opportunities
• Score calls using standardized quality assurance guidelines and service standards
• Identify coaching opportunities related to client communication, scheduling, and de-escalation techniques
• Maintain detailed records of call reviews, scoring, trends, and feedback documentation

• Prepare weekly and monthly call quality reports and customer service scorecards
• Analyze trends related to:
  • Appointment conversion performance
  • Missed and abandoned calls
  • After-hours client communication
  • AI-assisted call handling effectiveness
  • Scheduling accuracy and responsiveness
• Share actionable insights and service improvement recommendations with leadership teams
• Help identify enterprise-wide opportunities to improve the veterinary client experience

• Partner with hospital leaders and CSR teams to improve client communication standards
• Provide examples of successful client interactions and coaching opportunities
• Recommend customer service training topics based on recurring trends and quality findings
• Support onboarding and early-stage CSR development through call review feedback

• Utilize Weave for call playback, communication review, and reporting
• Use Patient Prism analytics to evaluate booking conversion and call outcomes
• Support optimization efforts for AI-assisted veterinary communication systems
• Assist with refining customer service quality standards and evaluation processes

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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