Client Services Lead

Lead Veterinary Customer Service Representative (CSR) 

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. The Lead CSR oversees daily reception operations, coaches and develops the client service team, fosters a positive and supportive workplace culture, and partners with hospital leadership to support an outstanding client experience and a thriving practice. 

Key Responsibilities 

• Lead, coach, and support the Client Service Representative team. 

• Assist with hiring, onboarding, training, and ongoing development of front desk staff. 

• Coordinate 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