Client Service Representative

Department: Receptionists

Location: Franklin, Massachusetts

Compensation: $28.00 - $32.00 / hour

Description

Reception Team Leader (Veterinary)
Acorn Animal Hospital – Franklin, Massachusetts


Acorn Animal Hospital is seeking an experienced and client-focused Reception Team Leader to guide our front-desk operations and deliver an exceptional client and patient experience. This leadership role combines hands-on veterinary receptionist duties with team supervision, scheduling coordination, and service excellence initiatives.

As the first point of contact for clients and visitors, the Reception Team Leader represents the hospital’s professionalism, compassion, and commitment to outstanding veterinary care. This position partners closely with the Hospital Administrator to ensure a high-performing reception team, smooth daily workflow, and strong client satisfaction.

Some of the responsibilities you will own in this role:

• Front Desk & Client Experience
  • Greet clients and patients warmly and professionally in person and by phone
  • Answer multi-line phones efficiently and route medical questions appropriately
  • Build strong client relationships and convert prospective callers into clients
  • Communicate estimates, fees, and hospital policies with clarity and empathy
  • Manage client correspondence including reminders, follow-ups, and sympathy communications
  • Maintain accurate client and patient records in veterinary practice software
• Reception Team Leadership
  • Supervise, coach, and support the veterinary reception team
  • Partner with the Hospital Administrator on staffing, scheduling, and performance management
  • Assist with recruitment, onboarding, and training of reception team members
  • Monitor and improve client service standards and front-desk workflows
  • Lead adoption of new technologies and process improvements
  • Address team concerns and foster a positive, collaborative culture
• Scheduling & Patient Flow Coordination
  • Maintain efficient veterinarian appointment scheduling
  • Screen urgent cases and prioritize patient needs appropriately
  • Coordinate admissions, discharges, and patient transfers
  • Prepare invoices, estimates, and certificates accurately
  • Process payments and maintain financial records
• Facility & Operations Support
  • Maintain a clean, organized, and welcoming lobby environment
  • Support upkeep and troubleshooting of front-office equipment
  • Ensure compliance with hospital policies, safety standards, and core values
    
    

Preferred Qualifications

• Education & Skills
  • High school diploma or equivalent required
  • Customer service or hospitality background preferred
  • Veterinary practice management software experience preferred
  • Proficiency with computers, email, and communication tools
  • Excellent communication, multitasking, and conflict-resolution skills
    
    
• Experience
  • Experience in a busy front-desk, medical office, or veterinary setting preferred
  • Prior supervisory or team-lead experience strongly preferred
    
    
• Personal Attributes
  • Passion for animal care and client service
  • Professional, mature, and compassionate demeanor
  • Team-oriented with strong interpersonal skills
  • Ability to remain calm and effective in fast-paced or emotional situations
• Physical & Work Environment
  • Ability to lift and carry animals (assisted for pets over 40 lbs)
  • Exposure to animal-related odors, noise, and zoonotic disease risks
  • Potential exposure to bites or scratches
    
    

Benefits

• Paid time off
• Health insurance
• Dental Insurance
• Vision insurance
• Employee discounts
• Flexible schedules
• 401K with company match
• Training and Career development

Why Join Acorn Animal Hospital?

• Supportive leadership and collaborative team culture
• Opportunity to lead and shape client experience standards
• Growth and development within a respected veterinary hospital
• Meaningful work supporting pets and the people who love them