Client Experience Lead – Vet Call Center

Automatic Data Processing, Inc.; Houston (TX); On-site; USD 42,000 - 65,000; Full time

Job summary

Houston Humane Society seeks a Lead Client Relations Representative to provide day-to-day leadership and operational support for the clinic’s call center and front desk, with a focus on call center performance, phone-based client service, and appointment coordination.

The role mentors Client Relations Representatives, supports onboarding and ongoing training, monitors workflows and service standards, handles escalated client concerns, and collaborates with the Clinic & Community Relations

Qualifications

• High school diploma or equivalent required; additional education in business, communications, or healthcare administration preferred.
• 2–3 years of customer service experience, preferably in call center, veterinary clinic, healthcare, or other high-volume service environment.
• Experience leading, training, or coaching peers is a plus.
• Strong etiquette, active listening, written and verbal communication, and client-service skills.
• Bilingual English/Spanish skills are a plus.

Responsibilities

• Lead daily call center activities to support timely call handling and efficient appointment scheduling.
• Monitor call volume, missed calls, voicemails, and workflow indicators; help prioritize during peak periods.
• Ensure use of phone scripts, scheduling procedures, client communications standards, and clinic protocols.
• Assist with appointment scheduling, rescheduling, cancellations, reminders, and follow-up communications.
• Identify recurring issues and communicate recommendations to the Clinic & Community Relations Manager.
• Serve as the primary day-to-day resource for CRRs on call handling and workflows.
• Assist with onboarding and training new CRRs and provide ongoing coaching.
• Reinforce service expectations, professionalism, confidentiality, and compassionate communication.
• Help coordinate daily task assignments and workflow coverage with the manager.
• Escalate complex client concerns to the appropriate supervisor.
• Support front desk operations, including client check-in/out and payment processing.
• Maintain coordination between call center, front desk, and veterinary team.

Skills

Customer service

Call center operations

Bilingual English/Spanish

Education

High school diploma or equivalent

Healthcare administration training

Tools

CRM software

Appointment scheduling software

Phone systems

Job description

Houston Humane Society seeks a Lead Client Relations Representative to provide day-to-day leadership and operational support for the clinic’s call center and front desk, with a focus on call center performance, phone-based client service, and appointment coordination.

The role mentors Client Relations Representatives, supports onboarding and ongoing training, monitors workflows and service standards, handles escalated client concerns, and collaborates with the Clinic & Community Relations