What are the responsibilities and job description for the Client Services Lead position at NVA?
Description & Requirements
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
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Lead, coach, and support the Client Service Representative team.
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Assist with hiring, onboarding, training, and ongoing development of front desk staff.
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Coordinate daily front office workflow, scheduling, and team coverage.
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Foster a positive, collaborative, and accountable culture focused on exceptional client service.
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Partner with hospital leadership to drive client visits, strengthen client retention, and support the hospital's operational and financial success.
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Ensure an exceptional client experience throughout every stage of the patient visit.
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Greet clients and patients with professionalism, empathy, and compassion.
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Answer multi-line phones, schedule appointments, and manage client communications.
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Resolve client concerns professionally and escalate issues when appropriate.
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Process payments, maintain accurate medical records, and reconcile daily transactions.
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Collaborate with veterinarians and technicians to ensure efficient patient flow.
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Identify opportunities to improve front office workflows and team performance.
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Promote hospital services and preventive care.
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Maintain an organized reception area and ensure compliance with hospital policies and confidentiality standards.
Qualifications
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Veterinary client service or veterinary reception experience preferred.
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Previous leadership or supervisory experience is strongly preferred.
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Excellent communication, coaching, and conflict-resolution skills.
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Strong organizational and multitasking abilities in a fast-paced environment.
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Comfortable handling financial transactions and maintaining accurate records.
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Passion for animal care and providing exceptional client service.
Skills
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Leadership and team development
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Customer service excellence
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Problem-solving and conflict resolution
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Workflow coordination and organization
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Time management and attention to detail
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Strong verbal, written, and computer skills
Schedule
Full-time –evenings and weekends may be required.
Ideal Candidate
The ideal candidate is a positive, dependable leader who enjoys developing others, creating an exceptional client experience, and contributing to the success of the hospital. You thrive in a fast-paced environment, communicate effectively, and are committed to building a supportive team culture while helping the practice grow.
Salary : $18 - $21