Lead Client Service Representative

Buckeystown Veterinary Hospital; Buckeystown (MD); On-site; USD 36,000 - 60,000; 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

Buckeystown Veterinary Hospital, established in 1989, is a small animal practice just outside Frederick, Maryland. The Lead Client Service Representative serves as the primary contact for front desk operations and leads the client service team to ensure an exceptional experience from check-in to check-out.

The role coordinates with technicians and doctors, oversees scheduling, records, and billing, and supports hiring, training, and performance feedback.

Qualifications

• Minimum 3 years of veterinary client service experience.
• Prior leadership or training experience preferred.
• Strong communication, organizational, and problem-solving skills.
• Ability to lift up to 50 pounds and safely handle animals up to 130 pounds.

Responsibilities

• Lead front desk operations and ensure exceptional client experiences.
• Coordinate patient flow with technicians and doctors.
• Manage appointment scheduling and patient records.
• Oversee financial transactions, deposits, and end-of-day reports.
• Hire, onboard, train, and mentor new CSRs.
• Support inventory, OTC product sales, and prescription processing.
• Collaborate with Practice Manager on scheduling and workflows.

Skills

Leadership

Customer service

Communication

Organization

Problem solving

Software proficiency

Education

High school diploma or equivalent

Tools

Vet PM software

Microsoft Office

Scheduling systems

Billing systems

Job description

Buckeystown Veterinary Hospital , established in 1989, is a small animal practice located just outside of Frederick, Maryland. We provide comprehensive services that include Wellness and Preventive Care, as well as on-site supportive services include Pet Boarding, professional Grooming services, and Dog Training Classes for every level of skill and handling.

Lead Client Service Representative

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.