Lead Client Service Representative

Tufts V.E.T.S. is a premier, VECCS Level 1 Certified emergency and specialty hospital in New England. We are committed to providing the highest standard of patient care through a wide range of specialty services including 24-hour emergency and critical care, anesthesia, surgery, internal medicine, oncology, radiology and diagnostic imaging, ophthalmology, dermatology, urgent care, and cardiology. We are continually seeking to unite highly skilled professionals in veterinary medicine to provide a collaborative environment that promotes and strengthens the human-animal bond. Tufts V.E.T.S. strives to be a community where diversity and inclusion are a priority.

Position Summary

The Lead Client Service Representative (CSR) plays a key role in supporting both the client service team and hospital leadership. This position serves as a working lead, ensuring daily operations at the front desk run smoothly while promoting teamwork, professionalism, and a positive hospital culture.

The ideal candidate is organized, maintains professionalism and composure under pressure, and demonstrates strong leadership through thoughtful guidance and support. This individual is invested in the success of both the Client Service Representatives and the hospital as a whole, serves as a champion through change, and adapts effectively in a dynamic, fast-paced environment to uphold TVETS’ high standards of service and compassion.

Position Responsibilities

The Lead CSR is responsible for performing all standard CSR duties while providing leadership and support to the front desk team. Additional responsibilities include:

• Maintaining a positive and professional demeanor on the floor, fostering a supportive and collaborative team environment.
• Promoting and modeling professionalism at all times, addressing gossip or unproductive conversations promptly, and redirecting interactions toward positive and solution-focused communication.
• Managing and coordinating team member meal and rest breaks to ensure adequate coverage and smooth workflow.
• Assisting with client concerns in a calm, solution-oriented manner and escalating issues to leadership when appropriate.
• Maintaining an active and visible presence on the floor to support team members and ensure efficient client service.
• Enforcing TVETS policies and procedures consistently and respectfully.
• Coaching and mentoring team members to promote skill development and accountability.
• Assisting with onboarding and training of new team members to ensure consistency in service standards and protocols.
• Collaborating with the CSR Supervisor to uphold TVETS’ core values of superior client service (both internal and external), kindness, and compassion.

Qualifications / Requirements

• Minimum of 3 years of experience working in a specialty and/or emergency veterinary hospital.
• Minimum of 1 year of experience in a Client Service Representative (CSR) role.
• Previous leadership experience in a veterinary or customer service setting preferred.
• Strong organizational, communication, and problem-solving skills.
• Ability to remain professional, calm, and composed in a fast-paced, high-stress environment.
• Demonstrated commitment to teamwork, client service excellence, and upholding TVETS’ values of kindness and compassion.

If you are a motivated, compassionate professional who thrives in a collaborative environment and wants to contribute to a team dedicated to exceptional patient and client care, we’d love to hear from you.

Apply today to join the Tufts V.E.T.S. team and make a difference every day.