Veterinary Client Service Manager, CTVRC

Location
Toronto, ON•Hybrid work
 
Benefits
Pulled from the full job description
Vision care
Dental care
Paid time off
 
Full job description
Are you a passionate leader who thrives on delivering exceptional service and fostering a supportive team culture? Do you want to make a meaningful impact in the lives of pets and their families? Central Toronto Veterinary Referral Clinic (CTVRC) is adding a Client Service Manager to the team and we want to hear from you!

Compensation:
$36 - $42 based on knowledge and experience
Schedule:
Flexibility required - may include days, evenings, and weekends
About the Role:
The Client Service Manager is a key leadership role, responsible for overseeing and elevating the client experience at our busy veterinary referral hospital. This is a hybrid role, balancing hands-on front-line support with administrative leadership. You’ll lead a team of dedicated Client Service Representatives (CSRs), providing real-time coaching, fostering a positive team culture, and ensuring every client feels valued and supported.
What You’ll Do:
✅ Champion gold-standard client service—every interaction counts.
✅ Lead, coach, and develop the CSR team through feedback, mentoring, and performance management.
✅ Handle sensitive client concerns with empathy and professionalism.
✅ Manage CSR scheduling, training, and onboarding.
✅ Oversee front desk operations including appointment booking, client communications, invoicing, and payment processing.
✅ Identify service improvements to create smoother, more satisfying client experiences.
✅ Collaborate with medical teams to ensure seamless communication and care delivery.
✅ Contribute to hospital operations with administrative tasks including reporting and supply management.
What We’re Looking For:
Qualifications:
High School Diploma required; college diploma or degree in business, hospitality, or veterinary management preferred.
Minimum 2-3 years of supervisory experience in a client-facing environment (veterinary, healthcare, or hospitality preferred).
Proven leadership skills with a focus on coaching and team development.
Strong conflict resolution and customer relationship management abilities.
Core Competencies:
Passion for outstanding client experiences.
Excellent interpersonal and communication skills.
Calm under pressure, empathetic, and solutions-focused.
Strong organizational skills and attention to detail.
Physical Requirements:
Ability to stand, walk, and move for extended periods.
Ability to lift up to 40 lbs.
Comfortable working in a fast-paced and emotionally charged environment.
About Us:
At CTVRC, we are committed to providing compassionate, advanced veterinary care to pets and their people. As part of the Ethos Veterinary Health network, we value professionalism, teamwork, and a culture of empathy. We believe the client experience is at the heart of excellent patient care—and we’re looking for a Client Service Manager (CSM) to help lead this mission.

Why Join CTVRC?
✨ Be part of a collaborative, supportive leadership team.
✨ Make a true impact on the client experience and pet care journey.
✨ Opportunities for professional growth within a respected veterinary network.
✨ Competitive compensation and benefits.
At CTVRC, your leadership creates meaningful moments for pets and their families when they need it most.

Apply today and help us redefine what exceptional client care looks like!
CTVRC and Ethos Veterinary Health are equal opportunity employers. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Location: Toronto, ON
Position Type: Full-Time | Hybrid (On-site Client Service + Administrative Duties)
Schedule: Up to 40 hours per week
Reports to: Hospital Director and Medical Director

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code Central Toronto Veterinary Referral & Emergency Clinic will provide accommodations throughout the recruitment and selection process to applicants with disabilities. If selected to participate in the recruitment and selection process, please inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.

Ethos Veterinary Health is at the forefront of innovation and world-class medicine. As the premier network of over 140 specialty and emergency hospitals across North America, Ethos brings together a dedicated community of more than 1,500 specialized doctors providing care for nearly 2 million pets annually. The integrated and collaborative network of veterinary professionals utilize state-of-the-art technology and a scientific, evidence-based approach to deliver compassionate, unparalleled care and rewarding careers. Committed to revolutionizing veterinary medicine, Ethos sets the standard in veterinary excellence. Discover more at EthosVet.com..

Ethos Veterinary Health offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees. The team can provide more information about compensation and benefits for your specific location during the process. For positions based in Colorado, Ethos Veterinary Health provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.

Ethos Veterinary Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, ****** orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.
Canada
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