Lead Client Service Representative (Lead CSR)

Peachtree Hills Animal Hospital | Atlanta, GA

About the Role

Peachtree Hills Animal Hospital is seeking an experienced, compassionate, and highly organized Lead Client Service Representative (Lead CSR) to join our team. The Lead CSR serves as a key leader within our Client Service team, helping ensure exceptional experience for our clients, patients, and team members while supporting the efficient day-to-day operations of the hospital. This position is ideal for someone who thrives in a fast-paced veterinary environment, enjoys developing and supporting others, and takes pride in creating a welcoming, professional, and positive client experience. The Lead CSR will serve as a resource for the CSR team, help maintain consistent front-desk standards, and partner closely with hospital leadership and other departments.

Responsibilities

• Team Leadership & Support
  • Serve as a daily resource and point of contact for the Client Service team.
  • Lead by example and model exceptional client service, professionalism, teamwork, and communication.
  • Assist with training, onboarding, and ongoing development of CSRs.
  • Help reinforce hospital policies, procedures, and client service standards.
  • Provide coaching and real-time support to CSRs as needed.
  • Identify opportunities for team improvement and communicate concerns or recommendations to hospital leadership.
  • Help foster a positive, collaborative, and accountable team culture.
  • Assist with scheduling and workflow coordination for the CSR team as assigned.
  • Support leadership with team meetings, training, and department initiatives.
• Client Experience
  • Provide warm, compassionate, and professional service to clients in person, over the phone, and through digital communication.
  • Create a welcoming first and last impression for every client and patient.
  • Handle client questions, concerns, and service recovery situations with empathy and professionalism.
  • Help educate clients regarding hospital policies, appointment processes, payment expectations, and available services.
  • Support the team in navigating difficult or emotional client interactions.
  • Promote consistent, high-quality client experience throughout every stage of the visit.
  • Help identify opportunities to improve client satisfaction, retention, and overall engagement.
• Front Desk & Hospital Operations
  • Assist with daily front-desk operations and ensure appropriate coverage and workflow.
  • Support appointment scheduling, check-in, check-out, telephone calls, medical record requests, prescription requests, and other CSR responsibilities.
  • Assist with maintaining accurate client and patient information in the practice management system.
  • Help ensure timely communication between CSRs, veterinary technicians, doctors, and hospital leadership.
  • Monitor phone calls, messages, and other client communications to help ensure timely follow-up.
  • Assist with managing appointment flow and identifying scheduling or workflow concerns.
  • Help ensure the reception area and front desk remain organized, professional, and client-ready.
  • Assist with payment collection, estimates, invoices, deposits, and other financial transactions according to hospital procedures.
  • Support compliance with hospital policies related to controlled substances, prescription requests, medical records, and client information.
• Communication & Collaboration
  • Maintain strong communication with doctors, veterinary technicians, assistants, CSRs, and hospital leadership.
  • Help facilitate effective communication between the front desk and medical team.
  • Communicate important client concerns, workflow issues, and operational needs to appropriate leadership.
  • Participate in department and hospital-wide meetings and initiatives.
  • Collaborate with other departments to promote efficient patient flow and a positive team environment.
• Administrative & Leadership Support
  • Assist the Practice Manager and hospital leadership with projects and operational initiatives.
  • Help monitor department goals and identify opportunities for improvement.
  • Assist with implementing new processes, technology, and workflow changes.
  • Help maintain and update CSR procedures, resources, and training materials.
  • Support hospital initiatives related to client retention, appointment access, patient care, and overall client experience.
  • Perform other duties as assigned.

Qualifications

• Previous veterinary reception/client service experience required.
• Previous leadership, supervisory, or lead experience strongly preferred.
• Strong knowledge of veterinary hospital workflows and terminology.
• Excellent verbal and written communication skills.
• Exceptional customer service and interpersonal skills.
• Strong organizational and time-management abilities.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Strong attention to detail and accuracy.
• Ability to remain calm, professional, and compassionate during challenging situations.
• Comfortable providing coaching, feedback, and support to team members.
• Proficiency with computers and practice management software.
• Ability to work effectively both independently and as part of a team.

What We're Looking For

The ideal candidate is someone who:

• Is naturally welcoming, positive, and approachable.
• Takes ownership and follows through on responsibilities.
• Leads by example rather than simply delegating tasks.
• Is comfortable having difficult conversations while maintaining professionalism and empathy.
• Enjoys helping others learn and grow.
• Can balance excellent client service with the operational needs of a busy veterinary hospital.
• Is proactive and looks for solutions rather than simply identifying problems.
• Communicates clearly and consistently.
• Understands the importance of teamwork and accountability.
• Is passionate about veterinary medicine and providing an exceptional experience for both pets and their people.

Physical & Work Environment Requirements

• Ability to stand and sit for extended periods.
• Ability to move throughout a busy veterinary hospital environment.
• Ability to occasionally lift and carry up to 25 pounds.
• Ability to work around dogs, cats, and other animals.
• Ability to work in a fast-paced environment with frequent interruptions and changing priorities.
• Must be comfortable working with clients who may be experiencing stressful or emotional situations.

Benefits

• Short Term Disability paid for by employer
• Complimentary Life Insurance $25,000; with options to purchase additional voluntary benefits for self or family
• Company Sponsored Employee Assistance Program (Headspace)
• 401K with 100% company match up to 3% and 50% company match up to 5%, eligible after 6 months of employment
• Medical Insurance Plans with multiple options
• Flexible Spending Account or Health Savings Account options
• United Healthcare Dental Insurance; includes a 100% paid premium option for team members
• United Healthcare Vision Insurance options
• Long Term Disability option
• Progyny-Fertility and Family Building Support (up to $10,000)
• Team Member Discounts for Pet Care
• Paid time off inclusive of sick, personal, and vacation
• Referral Bonus Program
• DailyPay on Demand
• Paid employee parking

Why Join Peachtree Hills Animal Hospital?

At Peachtree Hills Animal Hospital, we believe that exceptional patient care starts with an exceptional team. Our CSRs play a critical role in creating a positive experience for every client and patient who walks through our doors. As our Lead CSR, you'll have the opportunity to make a meaningful impact not only on the client experience, but also on the development, success, and culture of our Client Service team.