Job description

Company Overview ShotVet is one of the fastest-growing pet vaccination companies in the nation, making quality preventive pet care more affordable, convenient, and accessible to families across the country. Our mission is simple: keep pets healthy without forcing families to choose between quality care and everyday needs. Through our convenient retail clinic locations, our compassionate veterinary teams provide affordable, low-stress preventive care while creating positive experiences for pets and their owners. At ShotVet, we're a purpose-driven team that believes in doing the right thing, taking ownership, working hard, and creating meaningful moments for the people and pets we serve. As we continue to grow nationwide, we're looking for strong leaders who share these values and want to make a real impact. Position Summary ShotVet is seeking a results-driven Sales Manager to lead our inbound contact center operations in Longwood, Florida. This is a hands-on leadership opportunity for an experienced call center manager who knows how to build a sales-focused team, improve performance, and create a consistent, high-quality customer experience. Reporting to the Regional Manager, you will oversee PawCenter Supervisors and Call Center Representatives, driving sales conversions, strengthening team accountability, and ensuring every interaction with pet parents is handled professionally and compassionately. We're looking for someone who can take ownership of an evolving operation, establish clear expectations, develop stronger training processes, and motivate teams to achieve measurable results. You'll also play a key role in improving operational efficiency through technology, AI-driven automation, workforce scheduling, and streamlined communication processes. If you have a strong background in call center management, a sales-driven mindset, and a track record of turning underperforming teams into high-performing operations, this is an opportunity to make a meaningful impact within a growing organization. What You'll Do Call Center Leadership & Sales Performance • Lead, coach, and develop PawCenter Supervisors and Representatives, establishing clear expectations and accountability across the team. • Create a sales-driven environment focused on converting inbound calls and inquiries into sales while delivering exceptional customer service. • Monitor key performance indicators, including call volume, conversion rates, average handle time (AHT), customer satisfaction (CSAT), quality assurance (QA), attendance, and client retention. • Identify performance gaps, implement improvement plans, and coach team members to achieve individual and departmental goals. • Develop supervisors into effective leaders who can motivate their teams, manage performance, and resolve customer concerns. Customer Experience & Quality Assurance • Ensure pet parents receive accurate, compassionate, and professional support across phone, chat, text, and email channels. • Train supervisors and representatives on effective call handling, objection handling, sales techniques, and customer issue resolution. • Manage escalated customer concerns, ensuring resolutions align with company policies and service standards. • Establish consistent quality assurance standards, documentation practices, and communication procedures. • Identify opportunities to improve customer satisfaction, loyalty, and retention. Operations, Staffing & Process Improvement • Oversee daily PawCenter operations, ensuring efficient workflows, consistent procedures, and timely customer support. • Manage workforce scheduling and staffing levels based on inbound call volume, weekend clinic demand, seasonal trends, and business growth. • Oversee operational workflows supporting pharmacy and product fulfillment, including timely processing and mailing of customer orders. • Leverage AI tools, automation, chat systems, and phone trees to improve efficiency and streamline contact center operations. • Standardize onboarding, training materials, and operating procedures to ensure consistent service and sales performance. • Partner with Recruiting to identify staffing needs and support hiring and onboarding. Reporting & Cross-Functional Collaboration • Track and analyze team performance, sales results, call quality, and operational efficiency. • Develop action plans to address underperformance and continuously improve departmental results. • Collaborate with Field Operations, Regional Leadership, Pharmacy, Recruiting, and other departments to resolve challenges and improve communication. • Provide regular performance updates, operational insights, and recommendations to senior leadership. • Foster a positive, accountable, and results-oriented culture built on teamwork, recognition, and continuous improvement. Required Qualifications • 2+ years of call center management experience, including direct responsibility for team performance, coaching, and daily operations. • Sales experience, with the ability to drive conversions, coach sales techniques, and motivate teams to achieve revenue goals. Preferred Qualifications • Experience managing an inbound sales or customer service contact center. • Proven success improving underperforming teams, establishing accountability, and driving measurable performance improvements. • Experience managing supervisors or multiple teams within a contact center environment. • Familiarity with call center KPIs, workforce management, quality assurance, and performance reporting. • Experience implementing standardized training programs, coaching processes, and operational procedures. • Knowledge of AI-powered contact center tools, automation, chat platforms, or phone systems. • Experience in healthcare, veterinary services, pharmacy operations, or another customer-focused service industry. Compensation, Benefits & More Compensation: $45,000–$52,000 annually with a Performance-based bonus opportunity Benefits: • Paid time off (PTO), including vacation and sick leave • Health insurance • Dental insurance • Vision insurance • Life insurance • Short-term disability insurance • Long-term disability insurance Job Type: Full-time Location: Longwood, FL 32779 (On-site), Orlando Area

Requirements

Must-haves

Company Overview
ShotVet is one of the fastest-growing pet vaccination companies in the nation, making quality preventive pet care more affordable, convenient, and accessible to families across the country.
Call Center Leadership & Sales Performance
Lead, coach, and develop PawCenter Supervisors and Representatives, establishing clear expectations and accountability across the team.
Create a sales-driven environment focused on converting inbound calls and inquiries into sales while delivering exceptional customer service.
Monitor key performance indicators, including call volume, conversion rates, average handle time (AHT), customer satisfaction (CSAT), quality assurance (QA), attendance, and client retention.
Identify performance gaps, implement improvement plans, and coach team members to achieve individual and departmental goals.
Develop supervisors into effective leaders who can motivate their teams, manage performance, and resolve customer concerns.
Customer Experience & Quality Assurance
Ensure pet parents receive accurate, compassionate, and professional support across phone, chat, text, and email channels.
Train supervisors and representatives on effective call handling, objection handling, sales techniques, and customer issue resolution.
Manage escalated customer concerns, ensuring resolutions align with company policies and service standards.
Establish consistent quality assurance standards, documentation practices, and communication procedures.
Identify opportunities to improve customer satisfaction, loyalty, and retention.
Operations, Staffing & Process Improvement

Nice-to-haves

Experience managing an inbound sales or customer service contact center.
Proven success improving underperforming teams, establishing accountability, and driving measurable performance improvements.
Experience managing supervisors or multiple teams within a contact center environment.
Familiarity with call center KPIs, workforce management, quality assurance, and performance reporting.
Experience implementing standardized training programs, coaching processes, and operational procedures.
Knowledge of AI-powered contact center tools, automation, chat platforms, or phone systems.
Experience in healthcare, veterinary services, pharmacy operations, or another customer-focused service industry.
Compensation, Benefits & More
Compensation: $45,000–$52,000 annually with a Performance-based bonus opportunity

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Platform: catsone
Effort: medium

Benefits

Benefits detected in the listing.

Health Insurance

Dental

Vision

Pto

Paid Time Off