Lead Client Care Representative

Companion Pet; Palo Alto, Northern (CA, KY); On-site; USD 34,000 - 41,000; Full time

Benefits offered by this job

Competitive pay

Health, dental, and vision insurance

401k with company match

Continuing education and professional

PTO and mental health assistance

Employee discounts on services

Scrub allowance

Referral program

Welcoming team

Job summary

Midtown Veterinary Hospital in Palo Alto is seeking a Lead Client Care Representative to guide the Client Care team and ensure outstanding client service. You will serve as the welcoming face of the practice and coordinate daily front desk operations with care and empathy.

As the lead, you’ll mentor staff, manage appointments, and uphold professional standards while supporting the veterinary team to deliver an exceptional client and patient experience.

Qualifications

• High School Diploma or GED required.
• At least one year of veterinary supervisory experience is preferred.
• Knowledge of veterinary terminology, protocols, and software is desired.
• Must be able to manage cash handling and financial transactions.

Responsibilities

• Greet clients and pets warmly and ensure a smooth front desk experience.
• Coach, train, and support the Client Care team to maintain service standards.
• Schedule, confirm, and manage appointments; handle check-ins/check-outs with proper documentation.
• Maintain accurate medical records and patient flow in coordination with the veterinary team.
• Foster a positive, collaborative work environment and professional client communication.

Skills

Leadership

Organizational skills

Customer service

Multi-tasking

Problem solving

Communication

Adaptability

Financial acumen

Education

High School Diploma/GED or equivalent

Tools

Practice management software

Job description

Why Join Our Team

Midtown Veterinary Hospital is a boutique general practice nestled in the heart of Silicon Valley in Palo Alto, California. Our modern, spacious facility is designed with both efficiency and comfort in mind, enabling us to deliver outstanding wellness, preventative, and urgent care services in a location that offers the perfect blend of community feel and city convenience.

Our tight-knit team thrives on exceptional collaboration and a deep commitment to both patient care and workplace positivity. We've purposefully built dedicated wellness spaces into our practice—including a fully stocked snack room and a tranquil outdoor break area—creating an environment where great care starts with well-cared-for people.

What Sets Us Apart

• Wellness Focus: Dedicated spaces for team members including stocked snack room and outdoor break area
• Personalized Environment: Smaller practice where your ideas are heard and contributions matter
• Prime Location: Steps away from Palo Alto's best cafés and eateries in a vibrant neighborhood
• Collaborative Culture: True teamwork in a cohesive environment that values connection
• City-Neighborhood Balance: Perfect blend of urban energy and community charm

Located in the heart of Palo Alto, join a team that values connection, care, and community. Experience a veterinary career where efficiency meets empathy in one of Silicon Valley's most desirable locations.

About This Role

As a full-time Lead Client Care Representative, you'll serve as the welcoming face and front-line leader of our veterinary practice. In this key role, you'll create exceptional first impressions for our clients while guiding and supporting our Client Care team to deliver outstanding service every day.

You'll be the compassionate bridge between our clients and their pets' care, helping pet parents navigate appointments, answering questions, and ensuring a seamless reception experience. As the lead for our Client Care team, you'll provide coaching, training, and day-to-day support, helping maintain efficient front desk operations, consistent service standards, and a positive, collaborative work environment. This role combines your leadership skills, organizational abilities, and genuine love for animals to help our team provide exceptional veterinary care and an outstanding client experience.

What Success Looks Like

• Creating Exceptional First Impressions: You'll warmly greet clients and their pets, making them feel welcome and valued from the moment they contact our practice.
• Leading the Client Care Team: You'll provide day-to-day guidance, mentorship, and support to our Client Care Representatives, fostering a collaborative, positive environment while promoting exceptional client service, accountability, and continuous growth.
• Communication Excellence: You'll skillfully manage multi-line phone systems, gather and document important information accurately, and convey pet care instructions clearly and compassionately.
• Appointment Wizard: You'll masterfully schedule, confirm, and manage appointments while efficiently handling check-ins and check-outs with proper documentation.
• Team Coordination: You'll oversee daily Client Care operations by coordinating patient flow, ensuring schedules and medical records are accurate and prepared, and partnering with the veterinary team to keep the hospital running efficiently while supporting your teammates throughout the day.
• Professional Environment: You'll maintain an inviting, clean, and organized reception area that helps create a positive experience for clients and their pets.

What Makes You a Great Fit

• Strong leadership abilities with experience supervising and developing team members
• Exceptional organizational skills and attention to detail
• Superior customer service orientation with a professional, friendly demeanor
• Excellent ability to multi-task in a fast-paced environment
• Strong problem-solving skills with a solutions-focused approach
• Proficiency with computer systems and practice management software
• Clear, effective communication skills both verbally and in writing
• Flexible and adaptable approach to changing priorities and challenges
• Financial acumen for handling transactions and reporting

Education & Experience

• High School Diploma/GED or equivalent required
• At least one year of veterinary supervisory experience required
• Knowledge of veterinary terminology, protocols, and software's
• Manage cash handling and financial transactions

How We'll Support You

• Competitive Pay: $25.00 - $30.00 per hour, commensurate with experience
• Comprehensive Benefits: Health, dental, and vision insurance, plus 401k with company match
• Growth Opportunities: Continuing education and professional development support
• Work-Life Balance: PTO and mental health assistance
• Perks: Employee discounts on services, a scrub allowance, and a referral program
• A Welcoming Team: We’re a hard-working and collaborative team where your voice matters!

EEO Statement

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.