Client Experience Leader
Location: Waterville Animal Group – Waterville, OH
Schedule: Full-Time (36–40 hours/week) | Monday–Friday | On-site only
Compensation: Consideration with experience $17-19/hour is most likely range; with opportunities for growth encouraged
To Apply: Submit your cover letter highlighting your interests, career goals, and experiences along with your resume.
Who We Are
At Waterville Animal Group (WAG), we’re building something special—a modern veterinary clinic grounded in compassion, innovation, and transparency. We serve both people and the pets who love them, using the TAILS values as our foundation:
- Transparency – Open, honest communication builds trust.
- Authenticity – We show up with heart and integrity, always.
- Integrity – Doing the right thing and being honest is non-negotiable.
- Learning – We grow, evolve, and invest in our own development.
- Support – We lift each other up—clients, patients, and team.
If you're a positive, tech-savvy, creative, forward-thinking individual who is excited to help grow a veterinary start-up from the ground up, we'd love to hear from you.
Position Summary
The Client Experience Leader plays a key role in the overall functionality, communication, and professionalism of our hospital. This person ensures our administrative operations run smoothly, creates a welcoming front office, coordinates training and events, assists with HR and marketing efforts, and fosters a welcoming environment for clients and staff alike.
Veterinary experience is preferred as well as a love for animals, strong technology and computer skills, and a proactive attitude are a must.
Key Responsibilities
Administrative & Operational Support
- Represent the front office in a welcoming, professional manner to clients, pets and professional contacts
- Schedule client visits, staff, client meetings, vendor visits, and team events
- Maintain OSHA compliance and communicate any concerns to management
- Serve as a liaison between the medical team and support staff
- Monitor staff engagement and encourage productivity and positivity
- Assist practice owner with scheduling and time-off management, lunch breaks, and coverage.
- Maintain supply inventory, order approved items as needed
- Working in close collaboration with our technicians who provides inventory management
- Utilize technology to create workflows and improve efficiency
- Use cloud-based software and utilize software to improve efficiency, use and build out online marketing – Canva, support and use AI integration in the veterinary space
- This practice is highly focused on technology use and comfort with computers and computer systems is integral to success in this position.
Personnel & Culture
- Support team-building efforts and help plan internal events
- Participate in resolving client and team concerns, always reflecting WAG’s core values
- Lead by example and help uphold our respectful, inclusive, and compassionate work culture
Client & Community Relations
- Act as a primary contact for client questions or concerns – relay professionally to the veterinary team about concerns that need addressed medically.
- Coordinate and participate in community outreach events
- Support social media marketing (using tools like Canva) and manage promotional materials
Accounting & Technology
- Prepare and verify daily bank deposits
- Review invoices and ensure accurate record-keeping
- Help manage inventory and cloud-based practice systems
- Generate reports or maintain logs (e.g., equipment maintenance tracking) as requested
- Comfortable working with practice management software, spreadsheets, and scheduling systems
Other Duties
- Help cover vacant roles or assist medical team when needed
- Ensure cleanliness and organization of the office environment
- Support the Practice Owner or Manager with additional administrative duties as necessary
- Contribute to a positive, solutions-focused workplace
Qualifications
Education
- Experience in business management, marketing, human resources, or related fields.
- Entry level role with growth encouraged
- College degree especially associate degree or relevant experience considered beneficial
- Fear Free Certification – already obtained or will need to be obtained within the first 90 days of employment.
Experience
- Veterinary experience is preferred for this role, and you must be able and willing to work with pets (dogs and cats). This role will have direct interaction with animals.
- Experience with technology focused systems is necessary for success – utilizing cloud-based practice management software, online marketing, and interest in AI or progressive technologies
- Prior office management or administrative support experience is considered highly beneficial.
- Familiarity with HR, marketing, or bookkeeping/general ledger duties a plus
- Strong computer and organizational skills required, must maintain clean, well kept front office space.
You’re a Great Fit If You…
- Are enthusiastic about joining and growing a new start-up business
- Genuinely enjoy working with people and animals
- Are comfortable using modern software and cloud-based systems
- Maintain professionalism with clients – always.
- Thrive in a structured, team-oriented environment
- Communicate clearly and confidently with clients and coworkers
- Have a positive attitude and enjoy problem-solving
- Are willing to occasionally pitch in with medical or housekeeping tasks
Working Conditions
- May be exposed to animal-related environments (odors, noise, occasional bites/scratches)
- Some lifting, bending, and light physical work is required
Schedule & Benefits
- Full-Time (36–40 hours/week)
- Monday–Friday only, no weekends or holiday work required
- Hours between 7:45am-5:30pm M-F
- Community event attendance expected after hours at 3-5 events per year.
- On-site position (no remote work currently)
Benefits include:
- Paid Time Off (PTO) - ample time off after 90 days, starting at 3 weeks
- Uniform allowance – we will get you WAG swag!
- No weekends or holidays
- Professional development is encouraged based on individual interests.
Ready to Join the WAG Pack?
We’re looking for someone excited to help build something from the ground up, who sees challenges as opportunities and brings heart to everything they do.
Submit your resume, cover letter, and any questions
Pay: $17.00 - $19.00 per hour
Benefits:
- Employee discount
- Flexible schedule
- Paid time off
Experience:
- Veterinary: 2 years (Preferred)
Shift availability:
Work Location: In person
