Customer Service Representative Lead

Animal Clinic of La Porte; Kelowna; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading veterinary clinic in Kelowna is seeking a CSR Lead to enhance client experiences and manage operations. This senior role demands strong leadership, extensive CSR experience, and the ability to thrive in a fast-paced medical environment. Join a supportive team dedicated to exceptional veterinary care and positive clinic evolution.

Benefits

Competitive Compensation

Supportive Management

Training Opportunities

Positive Work Culture

Qualifications

• 3-5 years of CSR/reception experience in a busy veterinary practice.
• Experience with digital scheduling and client communication tools.
• Proven ability to handle pressure and client interactions professionally.

Responsibilities

• Mentor team members and coordinate day-to-day operations.
• Ensure every client feels welcome and supported.
• Lead in a fast-paced medical setting with high expectations.

Skills

Client Care

Technical Skills

Conflict Resolution

Attention to Detail

Education

Medical Office Assistant Training

Tools

Avimark

Job description

Job Description

Why Join Us?

Burtch Animal Hospital is entering an exciting new chapter under fresh, forward-thinking leadership. We are a growing clinic in the heart of Kelowna, committed to delivering exceptional veterinary care while building a team culture rooted in compassion, collaboration, and professionalism.

If you’re passionate about client care and want to be part of a clinic on the rise, this is your opportunity to make a real impact.

About the Role

As our CSR Lead, you will be the front-line anchor of our client experience—mentoring team members, coordinating day-to-day operations, and ensuring every client feels welcome, informed, and supported.

This is not an entry-level position. We are seeking a seasoned professional ready to step into a leadership role in a fast-paced medical setting.

We are committed to offering a competitive wage that reflects your experience, skill set, and leadership capacity. This is a senior CSR role with high expectations and high value. Applicants are encouraged to include theircompensation expectationsin their cover letter or application.

What You’ll Bring

• Minimum 3-5 years of CSR/reception experience in a busy medical or veterinary practice

• Strong technical skills and comfort with digital scheduling and client communication tools

• Proven ability to stay calm, professional, and solution-oriented under pressure

• De-escalation and conflict resolution skills for working with upset or emotional clients

• An exceptional eye for detail, accuracy, and follow-through

• A warm, team-first leadership style and openness to continued learning

Preferred

• Experience with Avimark veterinary software or other Patient Management Software.

• Previous experience in veterinary medicine

• Medical office assistant training or equivalent education

Why You’ll Love Working Here

• A clinic culture that values respect, kindness, and teamwork

• Supportive new management focused on growth, transparency, and development

• A chance to be part of positive change and clinic evolution

• Competitive compensation, benefits, and training opportunities

Next Steps

A skills assessment will be required during the interview process to ensure role readiness.

Apply today with your resume and a brief cover letter explaining why you're the perfect fit for this leadership role.

At NVA Canada diversity and inclusion are an important part of our everyday reality. We are committed to fostering an open and inclusive environment where everyone belongs, our people feel comfortable and confident to be themselves and reach their full potential regardless of age, race, national or ethnic origin, gender identity or expression, marital and family status, religion or other belief, culture, sexual orientation, or disability.

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