Lead Client Service Representative

Buckeystown Veterinary Hospital; United States; On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Medical insurance

Dental & Vision

401(k)

Job summary

Buckeystown Veterinary Hospital, a small animal practice outside Frederick, Maryland, is seeking a Lead Client Service Representative to manage front desk operations and lead the CSR team. You will ensure exceptional client experiences from check-in to check-out and support daily coordination with clinical staff.

Responsibilities include maintaining service standards, overseeing scheduling, and mentoring new CSRs.

Qualifications

• Minimum high school diploma or equivalent required.
• 3+ years veterinary client service experience preferred.
• Prior leadership or training experience is strongly preferred.
• Strong communication, organizational, and problem-solving skills.
• Ability to lift up to 50 pounds and handle animals up to 130 pounds.

Responsibilities

• Lead CSR duties and front desk operations to ensure an exceptional client experience.
• Provide day-to-day leadership to the client service team and maintain service standards.
• Coordinate patient flow with technicians and doctors for timely information sharing.
• Oversee appointment scheduling accuracy and client communications across channels.
• Assist with hiring, onboarding, and mentoring new team members.
• Collaborate with Practice Manager on staffing, scheduling, and performance feedback.

Skills

Client service leadership

Communication

Staff training

Problem solving

Scheduling & billing

Empathy

Education

High school diploma or equivalent

Tools

Vet software

Microsoft Office

Scheduling 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:

TheLead 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.