Lead Client Service Representative

VCA Animal Hospitals, Inc; Lockport (IL); On-site; USD 28,000 - 32,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid vacation / sick days

401(k)

Employee pet discounts

Job summary

VCA Animal Hospitals, Inc. seeks a highly experienced Client Service Representative Lead to guide the front desk team at VCA All Pets. You’ll lead client service operations, support doctors and technicians, and foster a positive experience for pets and families.

The role emphasizes teamwork, leadership, and delivering world-class client service in a veterinary setting, with availability Monday–Friday and rotating Saturdays. Benefits include medical, dental, vision, and pet discounts.

Qualifications

• Excellent knowledge of client service and communication center operations.
• Strong organizational skills and attention to detail.
• Strong client relations and interpersonal skills.
• Excellent oral and written communication skills.
• Intermediate to expert computer skills.
• Strong leadership and team support skills.
• Ability to coach, mentor, and support team members.
• Self-starter with the ability to work independently and as part of a team.
• Strong client service background.
• Ability to handle multiple priorities in a fast-paced environment.
• Ability to lift up to 40 pounds.
• Previous leadership or supervisory experience preferred.
• Minimum of 2 years of client service experience preferred.
• Minimum of 2 years of veterinary experience preferred.

Responsibilities

• Support the day-to-day operations of the client service areas and maintain strong relationships throughout the hospital & our doggy daycare.
• Assist with interviewing, training, coaching, developing, mentoring, and supporting Client Service team members.
• Provide on-the-job training to help develop team members' skills and reinforce client service standards.
• Assist the Hospital Manager with daily hospital operations
• Support front office workflow and ensure consistent execution of policies, procedures, and protocols.
• Assist with resolving client concerns and communicate trends or opportunities to hospital leadership.
• Identify potential problems, workflow concerns, and client service needs, and provide recommendations to leadership.
• Utilize sound judgment when making decisions that support the best interests of the hospital, clients, and patients.
• Coach and support team members while encouraging accountability and teamwork.
• Assist with performance feedback and development conversations for Client Service team members.
• Assist with maintaining reporting tools and operational resources needed to support business goals.
• Support accurate communication of financial information to clients and medical team members.
• Act as a liaison between Client Service and other departments
• Assist with maintaining a positive, organized, and efficient front office environment.
• Serve as a role model by demonstrating professionalism, accountability, teamwork, and exceptional customer service.
• Hospital maintenance (including removal of animal waste) and ensuring that facility is neat and clean at all times—both inside and outside.

Skills

Client service knowledge

Communication center operations

Organizational skills

Interpersonal skills

Leadership and coaching

Teamwork

Independent work

Lead and supervise

Veterinary experience

Client service experience

Ability to lift up to 40 pounds

Job description

We are seeking a highly experienced personable “service extraordinaire\" Client Service Professional to join our team as a full-time Client Service Representative Lead .

About VCA:

At VCA Animal Hospitals, we’re passionate about delivering world-class veterinary care while supporting the people who make it possible. As part of Mars Veterinary Health, we’re committed to helping our teams grow while making a lasting impact on pets and the people who love them.

About Our Hospital:

VCA All Pets is a 2-doctor practice providing high-quality veterinary care including preventive medicine, surgery, dentistry, diagnostics, and compassionate client service. We pride ourselves on creating a collaborative, supportive environment where team members can learn and grow.

We also offer Doggy Daycare that offers a fun, safe, and engaging environment where your dog can socialize, stay active, and enjoy supervised playtime throughout the day. We also offer additional services like nail trims, go-home baths, and nap time to make your pet's stay extra special!

Why We Need You:

As the face of VCA All Pets, the Client Service Representative Lead sets the tone for the practice as we build and maintain each customer's trust and confidence in our abilities.

The Opportunity:

As a Customer Service Representative Lead you’ll play an important role in supporting our doctors and technicians while helping create a positive experience for pets and their families. This is a great opportunity for someone who loves animals, enjoys teamwork, and wants to grow in veterinary medicine.

What You’ll Do :

• Support the day-to-day operations of the client service areas and maintain strong relationships throughout the hospital & our doggy daycare.
• Assist with interviewing, training, coaching, developing, mentoring, and supporting Client Service team members.
• Provide on-the-job training to help develop team members' skills and reinforce client service standards.
• Assist the Hospital Manager with daily hospital operations
• Support front office workflow and ensure consistent execution of policies, procedures, and protocols.
• Assist with resolving client concerns and communicate trends or opportunities to hospital leadership.
• Identify potential problems, workflow concerns, and client service needs, and provide recommendations to leadership.
• Utilize sound judgment when making decisions that support the best interests of the hospital, clients, and patients.
• Coach and support team members while encouraging accountability and teamwork.
• Assist with performance feedback and development conversations for Client Service team members.
• Assist with maintaining reporting tools and operational resources needed to support business goals.
• Support accurate communication of financial information to clients and medical team members.
• Act as a liaison between Client Service and other departments
• Assist with maintaining a positive, organized, and efficient front office environment.
• Serve as a role model by demonstrating professionalism, accountability, teamwork, and exceptional customer service.
• Hospital maintenance (including removal of animal waste) and ensuring that facility is neat and clean at all times—both inside and outside.

Skills and Qualifications

• Excellent knowledge of client service and communication center operations
• Strong organizational skills and attention to detail
• Strong client relations and interpersonal skills
• Excellent oral and written communication skills
• Intermediate to expert computer skills
• Strong leadership and team support skills
• Ability to coach, mentor, and support team members
• Self-starter with the ability to work independently and as part of a team
• Strong client service background
• Ability to handle multiple priorities in a fast-paced environment
• Ability to lift up to 40 pounds
• Previous leadership or supervisory experience preferred
• Minimum of 2 years of client service experience preferred
• Minimum of 2 years of veterinary experience preferred

Schedule Requirements:

This position requires flexibility based on the needs of the hospital. The Client Service Representative Lead must be available to support coverage needs, including Monday through Friday and rotating Saturdays . Weekend availability is required to support hospital operations and client service needs.

Compensation:

The anticipated hourly range for this position is $20.00 - $23.00 per hour , depending on experience, qualifications, skills, and business needs.

Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!

The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development)

We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at vcacareers.com