Client Service Representative, Lead

Ethos Veterinary Health; Boulder (CO); On-site; USD 74,501,000 - 77,366,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Match

HSA/FSA

Life & Disability Insurance

EAP

Pet Discount

PTO & Holidays

Professional Development

Uniform Allowance

Job summary

Colorado Animal Specialty & Emergency (CASE) in Boulder, CO seeks a Lead Client Service Representative to supervise the client experience team and partner with hospital leadership to enhance service quality. The role emphasizes strategic thinking, team leadership, and process improvements within a veterinary setting.

The position offers full-time hours, a Monday–Friday schedule with occasional weekend coverage, and a comprehensive benefits package.

Qualifications

• High School Diploma or equivalent.
• 1 year in client experience role, preferably in hospitality.
• Supervisory/management experience preferred.
• Fluent English required; multilingual a plus.
• Strong interpersonal skills and emotional intelligence.

Responsibilities

• Supervise day-to-day activities and maintain SOPs.
• Collaborate with Ezyvet and SmartFlow teams on client issues.
• Lead end-of-day processing and client experience improvements.
• Schedule team coverage and mentor staff.

Skills

Client Experience

Team Leadership

Emotional Intelligence

Microsoft Office

Fluent English

Education

High School Diploma

Tools

Ezyvet

SmartFlow

Job description

Client Service Representative, Lead

$26 - $27/hr. | Colorado Animal Specialty & Emergency (CASE) | Boulder, CO

Colorado Animal Specialty & Emergency

(CASE) is entering its next chapter with a change in Leadership. We're intentionally building a culture where people feel supported, respected, and empowered to grow. It's an exciting opportunity for someone who wants to help shape what comes next.

Located in Boulder, Colorado, Colorado Animal Specialty & Emergency (CASE) is a state-of-the-art, 35,000+ square-foot specialty and emergency hospital providing advanced care across multiple specialties and 24/7 emergency services. Our collaborative team includes board-certified specialists, experienced technicians, and dedicated support staff who are committed to delivering exceptional patient care while fostering a culture of teamwork, learning, and professional growth.

Compensation

• $26 - $27/hr based on experience

Schedule

• Full Time
  • Monday - Friday
  • Weekend availability as needed to cover business needs

Full-Time Benefits Include

• Medical, Dental, and Vision Insurance
• 401(k) with Company Match
• Health Savings Account (HSA) / Flexible Spending Account (FSA)
• Life and Disability Insurance
• Employee Assistance Program (EAP)
• Employee Pet Discount
• Paid Time Off (PTO) and Holidays
• Professional Development Opportunities
• Uniform Allowance

Job Description

As the Customer Service Representative, Lead, you will play a pivotal role in shaping the client's journey. You will partner closely with our Hospital Director and department leaders to ensure a seamless and exceptional client experience. This role requires a strategic thinker who can lead a team, drive improvements, and enhance client satisfaction.

Responsibilities

Operational Excellence

• Supervise day-to-day work activities and maintain consistent operating procedures.
• Work with Ezyvet, SmartFlow, and phone support teams for any client experience-related issues.
• Support end-of-day processing.

Client Experience

• Support operating standards that deliver exceptional client service.
• Analyze client journeys and provide recommendations for improvement.
• Handle client complaints and escalations to achieve mutually beneficial resolutions.
• Partner with internal services for feedback on how the client experience team delivers value.

Team Leadership

• Create team member schedules to ensure consistent coverage.
• Provide leadership, motivation, and development to team members, acting as a role model.
• Support training of new team members.

Qualifications

• High School Diploma or Equivalent
• Passionate about client experience and team development.
• 1 years of experience in the client experience field, preferably in hospitality or client-centric businesses.
• 1 years in a supervisory/management role preferred.
• High level of emotional intelligence and interpersonal skills.
• Proficiency in Microsoft Office, scheduling software, or veterinary management platforms preferred.
• Fluent English skills (speaking & reading) are required for the role; fluency in multiple languages a plus!

About CASE

Colorado Animal Specialty & Emergency (CASE) is one of the largest and most advanced specialty and emergency veterinary hospitals in the Rocky Mountain region. Our team provides comprehensive emergency and specialty care, utilizing advanced diagnostic and treatment capabilities to support pets and their families throughout Colorado. Through collaboration, innovation, and compassionate service, CASE is dedicated to preserving and enhancing the human-animal bond.

Nearby Communities

• Boulder, CO
• Longmont, CO
• Louisville, CO
• Lafayette, CO
• Superior, CO
• Westminster, CO
• Broomfield, CO
• Arvada, CO
• Thornton, CO
• Denver, CO
• Erie, CO
• Golden, CO

About Ethos Veterinary Health

Ethos Veterinary Health, part of the NVA Group, is where you come to practice world-class medicine, and help shape what veterinary care becomes next. Across our network of 140 specialty and emergency hospitals, science moves forward, standards are elevated, and innovation is put into practice every day. You'll work alongside respected veterinary leaders in academic-caliber hospitals designed for learning, teaching, and discovery. Here, mentorship is a two-way street. You'll share your expertise, learn from others, and continue to grow, clinically, professionally, and personally. At Ethos, you inspire hope, deliver exceptional care, and pursue veterinary medicine at its highest level, together.

Join Us

At Ethos, this isn't just a job, it's an opportunity to practice medicine at the highest level and help shape the future of veterinary care.

Equal Opportunity Employer

Ethos is an Equal Opportunity Employer. Ethos does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided based on qualifications, competence, merit, and business need.