Client Services Lead

National Veterinary Associates; State College (Centre County); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Medical Insurance

Vision and Dental Insurance

401(k) Matching

HSA

Paid Time Off

Employee Discounts

Continuing Education & Leadership

Job summary

Keystone Veterinary Care in State College, PA, is seeking a motivated Lead Client Service Representative to lead our front desk team and deliver outstanding client and patient experiences.

This full-time role supports daily operations, mentors staff, ensures accurate records and smooth check-in/check-out, and maintains a welcoming, organized reception. Experience in veterinary settings and Avimark is preferred; high school diploma required.

Qualifications

• Minimum of 2 years of customer service experience in a veterinary or medical setting.

Responsibilities

• Lead and support the Client Service Representative team in daily operations.
• Provide exceptional client service and set the standard for professionalism and empathy.
• Oversee front desk workflow, including scheduling, patient check-in/check-out, and financial transactions.
• Train, mentor, and onboard new CSR team members.
• Assist in creating and maintaining standard operating procedures (SOPs).
• Ensure accuracy in medical records, estimates, and invoices.
• Address client concerns with professionalism and resolve issues effectively.
• Collaborate with hospital leadership to improve efficiency and client satisfaction.
• Monitor schedules to optimize appointment flow and maximize hospital productivity.
• Support hospital initiatives, promotions, and client communication strategies.
• Maintain a clean, organized, and welcoming reception area.

Skills

Leadership experience

Customer service

Communication

Avimark

Education

High school diploma

Tools

Avimark

Job description

Keystone Veterinary Care, located in State College, PA, is seeking a motivated, compassionate, and experienced Lead Client Service Representative (CSR) to join our team. This leadership role is ideal for someone who excels in customer service, thrives in a fast‑paced environment, and is passionate about creating exceptional experiences for both clients and their pets. This will be a leadership role, requiring the applicant to be confident and capable of leading a team.

As the first point of contact for our hospital, our CSRs play a vital role in delivering outstanding service. The Lead CSR will support daily front desk operations, mentor team members, and ensure efficiency, professionalism, a clean and welcoming environment, and consistency in every client interaction.

This is a Full Time Position (Monday – Friday), with no weekend hours. The schedule will be based on hospital needs and requirements. Compensation will be determined based on experience.

Key Responsibilities

• Lead and support the Client Service Representative team in daily operations.
• Provide exceptional client service and set the standard for professionalism and empathy.
• Oversee front desk workflow, including scheduling, patient check‑in/check‑out, and financial transactions.
• Train, mentor, and onboard new CSR team members.
• Assist in creating and maintaining standard operating procedures (SOPs).
• Ensure accuracy in medical records, estimates, and invoices.
• Address client concerns with professionalism and resolve issues effectively.
• Collaborate with hospital leadership to improve efficiency and client satisfaction.
• Monitor schedules to optimize appointment flow and maximize hospital productivity.
• Support hospital initiatives, promotions, and client communication strategies.
• Maintain a clean, organized, and welcoming reception area.

Qualifications

• Minimum of 2 years of customer service experience in a veterinary or medical setting required.
• Previous leadership or supervisory experience preferred.
• Strong communication, organizational, and problem‑solving skills.
• Ability to multitask and remain composed in a fast‑paced environment.
• Proficiency with veterinary practice management software (Avimark experience is a plus).
• Financial and administrative experience, including handling payments and estimates.
• A positive attitude with a passion for teamwork and client care.
• High school diploma or equivalent required.

Preferred Skills

• Familiarity with AllyDVM, Vetstoria, or similar communication platforms.
• Strong conflict resolution and team development skills.
• Commitment to continuous improvement and leadership growth.
• Medical, Vision, and Dental Insurance
• 401(k) matching
• Health Savings Account (HSA)
• Paid Time Off
• Employee Discounts
• Continuing Education and Leadership Development Opportunities

Our Core Values

At Keystone Veterinary Care, we live by the following principles:

• We Are Better as One
• We Care About Results
• We Lead with Compassion
• We Do the Right Thing

Submit your resume and cover letter to join our exceptional team at Keystone Veterinary Care.

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 the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

State College, Pennsylvania, United States