Client Services Lead

Abqpetcarehospital; Las Vegas (NV); On-site; USD 24,796 - 28,929; Full time

Benefits offered by this job

Medical insurance

Vision insurance

Dental insurance

401(k)

Health Savings Account

Paid time off

Employee discounts

Job summary

NVA is seeking a Lead Veterinary Customer Service Representative to oversee the front office, coach the client service team, and partner with hospital leadership to deliver an outstanding client and patient experience.

You will supervise front desk staff, coordinate scheduling, manage client communications, process payments, and support the hospital's operations and financial success while maintaining confidentiality and a compassionate approach to care.

Qualifications

• Experience leading a client service or reception team in a veterinary setting.
• Proven ability to coach and develop staff and manage front desk operations.
• Excellent communication and conflict-resolution skills.

Responsibilities

• Lead, coach, and support the Client Service Representative team.
• Assist with hiring, onboarding, training, and ongoing development of front desk staff.
• Coordinate daily front office workflow, scheduling, and team coverage.
• Foster a positive, collaborative culture focused on exceptional client service.
• Partner with hospital leadership to drive client visits and retention.
• Ensure an exceptional client experience throughout patient visits.
• Greet clients with professionalism, empathy, and compassion.
• Answer multi-line phones, schedule appointments, and manage communications.
• Resolve client concerns professionally and elevate issues when needed.
• Process payments, maintain records, and reconcile transactions.
• Collaborate with veterinarians and technicians to ensure efficient patient flow.
• Identify opportunities to improve front office workflows and team performance.
• Promote hospital services and preventive care.
• Maintain an organized reception area in line with policies and confidentiality.

Skills

Leadership and team development

Customer service excellence

Problem solving and conflictResolution

Workflow coordination and organization

Time management and attention toDetail

Strong verbal, written, and computer

Job description

Position Summary

Lead Veterinary Customer Service Representative (CSR) oversees daily front office 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

• Lead, coach, and support the Client Service Representative team.
• Assist with hiring, onboarding, training, and ongoing development of front desk staff.
• Coordinate daily front office workflow, scheduling, and team coverage.
• Foster a positive, collaborative, and accountable culture focused on exceptional client service.
• Partner with hospital leadership to drive client visits, strengthen client retention, and support the hospital's operational and financial success.
• Ensure an exceptional client experience throughout every stage of the patient visit.
• Greet clients and patients with professionalism, empathy, and compassion.
• Answer multi-line phones, schedule appointments, and manage client communications.
• Resolve client concerns professionally and elevate issues when appropriate.
• Process payments, maintain accurate medical records, and reconcile daily transactions.
• Collaborate with veterinarians and technicians to ensure efficient patient flow.
• Identify opportunities to improve front office workflows and team performance.
• Promote hospital services and preventive care.
• Maintain an organized reception area and ensure compliance with hospital policies and confidentiality standards.

Qualifications

• Veterinary client service or veterinary reception experience preferred.
• Previous leadership or supervisory experience is strongly preferred.
• Excellent communication, coaching, and conflict-resolution skills.
• Strong organizational and multitasking abilities in a fast-paced environment.
• Comfortable handling financial transactions and maintaining accurate records.
• Passion for animal care and providing exceptional client service.

Skills

• Leadership and team development
• Customer service excellence
• Problem‑solving and conflict resolution
• Workflow coordination and organization
• Time management and attention to detail
• Strong verbal, written, and computer skills

Schedule

Full-time – evenings and weekends may be required.

Compensation

Base hourly rate of $18.00‑$21.00.

Benefits for full‑time team members (if applicable): Medical, Vision, Dental insurance; 401(k); Health Savings Account; Paid time off; Employee discounts.

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. They thrive in a fast‑paced environment, communicate effectively, and are committed to building a supportive team culture while helping the practice grow.

Equal Opportunity Employer

NVA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to applicable fair‑chance ordinances, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.