Veterinary Client Service Representative - Lead

About the role

Heart of Texas Veterinary Specialty Center is seeking an experienced Lead Veterinary Client Service Representative/Receptionist to support our front desk client service team in a fast-paced emergency and specialty veterinary hospital. This hands-on leadership role is ideal for someone who enjoys coaching others, managing hospital flow, supporting appointment scheduling and medical records, and providing calm, compassionate communication to clients and care teams.

Responsibilities

• Maintain proper documentation in the electronic medical record (client communication, records requests, etc.)
• Proficient in Microsoft Suite, ezyVet, and all other computer programs needed for daily tasks
• Check clients in and out appropriately
• Answer phone calls from clients in a timely fashion with a friendly greeting
• Schedule appointments and procedures appropriately
• Provide exemplary customer service
• Be attentive to client and pet needs, especially while they’re waiting in the lobby
• Identify and de-escalate distressed or frustrated clients in a patient and compassionate manner
• Handle payments of all types, submit EOD reports, identify & correct any financial discrepancies
• Monitor patient schedule and manage hospital flow
• Keep all client-facing areas of the hospital clean, either by helping to clean or by delegating when appropriate
• Professionally relay information to/from clients to the medical team or management
• Absorb and present content to small groups
• Absorb and create CSR schedule
• Absorb and find coverage for CSR time off or callouts

Requirements

• 2+ years of previous experience in veterinary client service/front desk required
• Experience in emergency veterinary and/or specialty hospitals required
• Previous leadership in veterinary client service strongly preferred
• Exceptional professionalism and communication skills, both written and oral
• Excellent client service and de-escalation skills
• Must be detail-oriented and able to identify errors
• Works independently when assigned tasks, goal-oriented
• Able to handle multiple tasks at once and work well under pressure in an environment with continuously changing priorities
• Maintains practical knowledge of the hospital’s procedures, services, and policies

Qualifications

• Knowledge, Skills and Abilities:
  • Exceptional professionalism and communication skills, both written and oral
  • Excellent client service and de-escalation skills
  • Must be detail-oriented and able to identify errors
  • Works independently when assigned tasks, goal-oriented
  • Able to handle multiple tasks at once and work well under pressure in an environment with continuously changing priorities
  • Maintains practical knowledge of the hospital’s procedures, services, and policies

Skills

• Exceptional professionalism and communication skills, both written and oral
• Excellent client service and de-escalation skills
• Detail-oriented and able to identify errors
• Works independently when assigned tasks, goal-oriented
• Able to handle multiple tasks at once and work well under pressure in an environment with continuously changing priorities
• Maintains practical knowledge of the hospital’s procedures, services, and policies

Benefits

• Competitive pay
• 401(k) with employer match
• Mental health resources, including easy access to therapy through Lyra Health
• Paid parental leave
• Purr-ental leave for when you adopt a pet
• Subsidized backup childcare and elder care
• Expert advice, support and network discounts for fertility and family planning
• FREE CE courses
• Pet perks and veterinary service discounts
• Student loan support tools and assistance

Pay

Competitive pay

Schedule

May be required to work evenings, weekends, holidays

Location

Round Rock, TX