Client Services Lead

National Veterinary Associates; Las Vegas (NV); On-site; USD 25,000 - 29,000; Full time

Benefits offered by this job

401(k)

Health Savings Account

Paid time off

Job summary

National Veterinary Associates seeks a Lead Veterinary Customer Service Representative to lead our front office team, coach staff, and ensure an outstanding client and patient experience across the hospital.

You will oversee daily reception operations, scheduling, and payments, and collaborate with hospital leadership to drive client visits and retention, while promoting preventive care and preserving confidentiality in a welcoming, organized environment.

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.

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.

Skills

Leadership and team development

Problem-solving and conflictResolution

Workflow coordination and organization

Time management and attention toDetail

Strong verbal, written, and computer

Job description

Lead Veterinary Customer Service Representative (CSR)

Position Summary

We are seeking an experienced, compassionate, and organized Lead Veterinary Customer Service Representative (CSR) to lead our front office team while delivering exceptional service to clients and patients. The Lead CSR oversees daily reception 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

• V eterinary 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
• 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 r equired .

Compensation

Base hourly rate of $18.00-$21.00

Example Benefits offered to full-time team members, if applicable

• 401(k)
• Health Savings Account
• Paid time off

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