Lead Client Service Representative

Description

All Valley Animal Care Center is seeking a Lead Client Service Representative to join our team!

Who We Are

At All Valley Animal Care Center our goal is to exceed our client's expectations in each and every service we perform. It is a place where pets are treated like family members with state-of-the-art care in a clean, caring, and friendly environment. You will be expected to practice the best medicine, be proactive, and work efficiently in a fast-paced environment while providing compassionate, Fear Free care. We invest in our employees with many opportunities for growth and development!

Job Summary

The Lead Customer Service Representative (CSR) is a key member of the hospital team, responsible for guiding front office operations to ensure a seamless and compassionate experience for clients and team members. This role combines operational oversight, team leadership, and client engagement to support a high-performing, inclusive, and supportive workplace. The Lead CSR collaborates closely with the Practice Manager to optimize scheduling, maintain services standards, and foster a culture of learning, respect and continuous improvement. While the Lead CSR provides day-to-day guidance, mentorship, and support to the front office team, this is not a formal people management role. The Lead CSR partners closely with the Practice Manager on people-related matters such as hiring, performance feedback, and team development, but does not hold final decision-making authority in these areas.

Responsibilities

Leading with Your Head

Understanding business, solving problems, and making decisions through inclusive contributions of others

• Partner with the Practice Manager (PM) to ensure optimal staffing and scheduling for front office operations.
• Collaborate with the Practice Manager to support front office scheduling needs, ensuring coverage aligns with operational priorities. Final decisions regarding hospital-wide scheduling will be made by the Practice Manager.
• Oversee financial auditing with client invoicing, including coordination with external organizations regarding outstanding balances.
• Support with hospital marketing efforts, including managing reviews, outreach to referring
  
  

hospitals, and community engagement.

• Maintain a facility that is visually appealing to clients and team members by organizing and/or
  
  

contracting maintenance with Practice Manager approval, ordering supplies based on budget

and/or Practice Manager approval, and ensuring the hospital meets Thrive and OSHA safety

standards and safety metrics. Report concerns promptly to Practice Manager.

• Engage in active learning by completing all the training courses required, as well as assisting the Practice Manager to ensure the CSR team completes assigned training.
• Oversee daily front office workflow and proactively address operational challenges to maintain a smooth and productive environment.
  
  

Leading with Your Heart

Interpersonal aspect of leading with Emotional Intelligence (EQ), effective use of influence, working together constructively and creatively

• Maintain healthy working relationships, through open communication, conflict resolution and continuous learning.
• Create and foster a respectful and inclusive team environment and culture by welcoming and celebrating differences to ensure a supportive, productive, and engaging experience for team members to enhance job satisfaction.
• Collaborate with hospital leadership to ensure team members receive the training, feedback and support needed to thrive in their roles.
• Engage in the team's wellbeing, focus on personal connections and check-ins to best understand, and implement the appropriate level of support resulting in positive job satisfaction scores.
• Address all client escalations with professionalism and empathy, ensuring timely resolution and communication with the Practice Manager.
• Serve as the Thrive Ambassador modeling and promoting company initiatives to enhance engagement and compliance.
  
  

Leading With Your Hands

The art of bringing people together to leverage their skills, talents, and knowledge to achieve a common purpose with greater results.

• Lead from the floor to assess and support daily operational cadence, ensuring a positive team and client experience.
• Provide consistent coaching and mentorship to support team member growth and performance. Partner closely with the Practice Manager on people-related matters.
• Model proactive customer engagement, seeking to understand client needs and educating them on best choice for their pets.
• Responds to team member concerns within the scope of the role and exercises sound judgment in escalating more complex or sensitive issues to the Practice Manager in a timely and appropriate manner.
• Demonstrate proficient clinical knowledge and communication skills to support team and client interactions.
  
  

Key Qualifications

• Previous experience working as a veterinary CSR/receptionist required.
• Strong customer service, multi-tasking, and communication skills.
• Preferred: prior experience in a lead or supervisory role.
• Availability to work flexible shifts, including nights and weekends.
• Ability to meet the physical demands of the role, including:
• Ability to routinely lift up to 20 pounds; up to 50 pounds with assistance.
• Extended period of standing, sitting, kneeling, bending, and reaching
• Exposure to clinical environments, including chemicals, infectious diseases, and animals.
• Reliable attendance and punctuality.
  
  

Benefits – Our Care In Action

We provide benefits spread comprehensively across your mental, physical, emotional, and financial wellbeing designed to meet your needs as a unique individual. Some key benefits include:

• Paid time off including 8-weeks of full-pay parental leave, bereavement to grieve both humans and pets, and time off for new pet adoptions
• Top quality medical, dental, and vision insurance plus health savings account and flexible spending account
• Pet perks including free exams, discounts on products and services, and more at all Thrive Pet Healthcare locations
• Generously subsidized backup and ongoing care support for children, adults, and pets
• Mental health benefits including coaching and therapy sessions
• 401k with employer contribution
• Continuing education and development support through our library of free CE courses and paid time off to complete
• Scholarship opportunities and student loan support program
  
  

At Thrive Pet Healthcare, we celebrate and embrace the uniqueness and diversity of all of our team members, pet parents, and pets. We strive to create a diverse, equitable, and inclusive culture where all team members belong and feel empowered.