Client Services Lead

Position Summary

We are seeking an experienced, compassionate, and organized Lead Veterinary Customer Service Representative (CSR) to lead our front office team while delivering exceptional service to clients and patients.

Key Responsibilities

• Lead, coach, and support the Client Service Representative team.
• Assist with hiring, onboarding, training, and ongoing development of front desk staff.
• Cook up daily front office workflow, scheduling, and team coverage.
• Foster a positive, collaborative, and accountable culture focused on exceptional client service.
• Partner with hospital leadership to drive client visits, strengthen client retention, and support the hospital's operational and financial success.
• Ensure an exceptional client experience throughout every stage of the patient visit.
• Greet clients and patients with professionalism, empathy, and compassion.
• Answer multi-line phones, schedule appointments, and manage client communications.
• Resolve client concerns professionally and escalate issues when appropriate.
• Process payments, maintain accurate medical records, and reconcile daily transactions.
• Collaborate with veterinarians and technicians to ensure efficient patient flow.
• Identify opportunities to improve front office workflows and team performance.
• Promote hospital services and preventive care.
• Maintain an organized reception area and ensure compliance with hospital policies and confidentiality standards.

Qualifications

• Veterinary client service or veterinary reception experience preferred.
• Previous leadership or supervisory experience is strongly preferred.
• Excellent communication, coaching, and conflict-resolution skills.
• Strong organizational and multitasking abilities in a fast-paced environment.
• Comfortable handling financial transactions and maintaining accurate records.
• Passion for animal care and providing exceptional client service.

Skills

• Leadership and team development
• Customer service excellence
• Problem-solving and conflict resolution
• Workflow coordination and organization
• Time management and attention to detail
• Strong verbal, written, and computer skills

Schedule

Full-time – evenings and weekends may be required.

Compensation

Base hourly rate of $18.00-$21.00

Example Benefits

• Medical, Vision, Dental insurance
• 401(k)
• Health Savings Account
• Paid time off
• Employee discounts

Ideal Candidate

The ideal candidate is a positive, dependable leader who enjoys developing others, creating an exceptional client experience, and contributing to the success of the hospital. You thrive in a fast-paced environment, communicate effectively, and are committed to building a supportive team culture while helping the practice grow.