Veterinary Client Service Representative - Lead

About the role

The Lead CSR plays a critical role in managing daily front office operations while delivering outstanding customer service. This role works closely with hospital leadership to ensure smooth workflow, staff coordination, and an exceptional client experience from check-in to check-out.

Responsibilities

• Supervise and mentor CSR team members
• Aid with training and onboarding new hires
• Provide coaching, feedback, and performance support
• Create and maintain a positive, team-oriented culture
• Deliver exceptional service to clients in person and over the phone
• Handle escalated client concerns with professionalism and empathy
• Ensure clear, accurate communication between clients and medical staff
• Manage appointment scheduling to maximize efficiency and patient care
• Oversee front desk workflow and daily task completion
• Maintain accurate patient records and billing processes
• Ensure adherence to hospital policies and procedures
• Support inventory coordination for front office supplies
• Aid with reporting, scheduling adjustments, and staffing coverage
• Serve as liaison between the front desk and the leadership team

Qualifications

• 2+ years of veterinary or medical front office experience required
• Previous leadership or supervisory experience preferred
• Strong customer service and conflict resolution skills
• Excellent communication and organizational abilities
• Ability to multitask in a fast-paced environment
• Proficiency with practice management software (Vetspire is a plus)