CSR Supervisor - Companion Animal Clinic

Companion Animal Clinic; Blacksburg (VA); On-site; USD 26,000 - 29,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) retirement plan

Paid time off

Paid holidays

Employee assistance program

Job summary

Companion Animal Clinic in Blacksburg, VA seeks a Lead Client Service Representative to manage front desk operations and ensure an exceptional client experience from check-in to check-out.

You will lead the client service team, coordinate with clinicians, and uphold service standards while supporting scheduling, billing, and patient records. Flexible hours and a collaborative environment are offered.

Qualifications

• Minimum of 3 years veterinary client service experience.
• Prior leadership or training experience preferred.
• Strong communication, organizational, and problem-solving skills.

Responsibilities

• Model and reinforce exceptional client service standards.
• Resolve escalated client issues promptly and professionally.
• Coordinate patient flow with technicians and doctors to ensure timely information sharing.
• Oversee appointment scheduling accuracy and client communications.
• Assist with hiring, onboarding, and training of new CSRs.
• Support the Practice Manager with staff scheduling and performance feedback.

Skills

Client service

Leadership

Communication

Organizational skills

Problem solving

Education

High school diploma

Tools

Practice management software

Microsoft Office

Scheduling systems

Billing systems

Job description

Companion Animal Clinic , located just a few miles from the Virginia–Maryland College of Veterinary Medicine in Blacksburg, Virginia, is a highly recognized practice focusing on companion animals and exotics. We have an established team ofskilled veterinarians, one of which is experienced with exotics, and multiple LVTs on staff. Each veterinarian is supported by one to two assistants. In addition to being an AAHA practice, Companion Animal Clinic upholds a "No Poke Program" cultivated by our lead LVT to reduce stress and anxiety for pets. We offer a variety of equipment and capabilities including a surgical suite, dental suite with a dental x-ray, digital radiography, and ultrasound, as well as medical and vacation boarding!

Lead Client Service Representative

Compensation: $19–$21/hour, commensurate with licensure and experience

Position Summary:

The Lead Client Service Representative (Lead CSR) serves as the primary point of contact for the hospital’s front desk operations andis responsible forensuring an exceptional client experience from check-in to check-out. In addition to performing all standard CSR duties, the Lead CSR provides day-to-day leadership to the client service team, ensuring adherence to service standards, accuracy in recordkeeping, and smooth coordination between front desk operations and clinical teams.

PrimaryResponsibilities:

• Model and reinforce exceptional client service standards through professional, empathetic, and responsive communication.
• Resolve escalated client issues promptly and professionally, ensuring client satisfaction while supporting team accountability.
• Partner with technicians and doctors to coordinate patient flow, ensuringtimelyandaccurateinformation sharing.
• Maintain a welcoming and organized reception area.
• Provideday-to-day guidance and support to CSRs, ensuring consistency in service delivery and adherence to hospital protocols.
• Assistwithhiring,onboarding, training, and mentoring new team members.
• Serve as a role model and first point of contact for team questions and support.
• Collaborate with the Practice Manager on staff scheduling, coverage, and performance feedback.
• Oversee appointment scheduling accuracy, patient record updates, and charge capture to ensure operational efficiency.
• Maintain client communication standards across phone, email, and written correspondence.
• Ensureaccuratefinancial transactions, deposits, and reconciliation of end-of-day reports.
• Support hospital inventory management,over-the-counter product sales, and prescription processing.
• Partner with the Practice Manager toidentifyopportunities to improve front desk workflows, communication, and client satisfaction.
• Support hospital initiatives and events, including wellness campaigns and client education efforts.
• Maintain compliance with all safety, confidentiality, and patient care protocols.
• Perform all standard CSR duties as needed to support hospital operations.
• Other duties as assigned by the Practice Manager.

Qualifications:

• High school diploma or equivalent required.
• Minimum of3years of veterinary client service or related experiencerequired.
• Prior leadership or training experienceis stronglypreferred.
• Strong communication, organizational, and problem-solving skills.
• Demonstrated ability to lead by example and foster a positive, team-oriented work environment.
• Proficiencyin veterinary practice management software, Microsoft Office, and basic scheduling and billing systems.
• Ability to handle sensitive and emotionally charged situations with professionalism and empathy.
• Ability to lift and carry up to 50 pounds and safely handle animals up to 130 pounds.
• Comfortable sitting, standing, walking, bending, and kneeling for extended periods throughout the workday.
• Professional, neat appearance consistent with hospital standards.

Hours:

• Must be able to work a flexible schedule and be available for scheduling during all hours the practice is open to support hospital operations

Compensation and Benefits:

• We offer a comprehensive benefits package that includes medical, dental, and vision coverage. In addition, employees are eligible toparticipatein our401(k) retirementplan. Other benefits include paid time off, paidholidaysand access to employeeassistanceprogram.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Companion Animal Clinic’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.