Lead Client Service Representative (CSR)

National Veterinary Associates; Silverdale (WA); On-site; USD 35,817 - 41,328; Full time

Benefits offered by this job

Medical, Vision, and Dental Insurance

401(k) matching

Paid Time Off

Employee Discounts

Continuing Education and Leadership Development Opportunities

Job summary

A veterinary service provider in Silverdale, WA, is seeking a motivated Lead Client Service Representative (CSR) to oversee the front desk operations. The ideal candidate has 3+ years of experience in a customer service role, preferably in a veterinary or medical setting. Responsibilities include leading the CSR team, providing exceptional client service, and ensuring smooth daily operations. The position offers a competitive hourly wage, potential bonuses, and benefits including medical insurance, 401(k) matching, and paid time off.

Qualifications

• Minimum of 3 years of customer service experience in a veterinary or medical setting required.
• Previous leadership or supervisory experience preferred.
• Ability to multitask and remain composed in a fast‑paced environment.

Responsibilities

• Lead and support the Client Service Representative team in daily operations.
• Provide exceptional client service and set the standard for professionalism and empathy.
• Monitor schedules to optimize appointment flow and maximize hospital productivity.

Skills

Customer service

Leadership

Communication

Problem-solving

Organizational skills

Education

High school diploma or equivalent

Tools

Avimark

AllyDVM

Vetstoria

Job description

Ridgetop Animal Hospital is seeking a motivated, compassionate, and experienced Lead Client Service Representative (CSR) to join our team. This leadership role is ideal for someone who excels in customer service, thrives in a fast‑paced environment, and is passionate about creating exceptional experiences for both clients and their pets.

As the first point of contact for our hospital, our CSRs play a vital role in delivering outstanding service. The Lead CSR will support daily front desk operations, mentor team members, and ensure efficiency, professionalism, and consistency in every client interaction.

About Us

Ridgetop Animal Hospital is a full‑service, 6 doctor, AAHA‑accredited veterinary hospital dedicated to providing high‑quality medicine and compassionate care. We pride ourselves on fostering a collaborative, supportive, and positive workplace culture where team members are empowered to grow and succeed.

Key Responsibilities

• Lead and support the Client Service Representative team in daily operations.
• Provide exceptional client service and set the standard for professionalism and empathy.
• Oversee front desk workflow, including scheduling, patient check‑in/check‑out, and financial transactions.
• Train, mentor, and onboard new CSR team members.
• Assist in creating and maintaining standard operating procedures (SOPs).
• Ensure accuracy in medical records, estimates, and invoices.
• Address client concerns with professionalism and resolve issues effectively.
• Collaborate with hospital leadership to improve efficiency and client satisfaction.
• Monitor schedules to optimize appointment flow and maximize hospital productivity.
• Support hospital initiatives, promotions, and client communication strategies.
• Maintain a clean, organized, and welcoming reception area.

Qualifications

• Minimum of 3 years of customer service experience in a veterinary or medical setting required.
• Previous leadership or supervisory experience preferred.
• Strong communication, organizational, and problem‑solving skills.
• Ability to multitask and remain composed in a fast‑paced environment.
• Proficiency with veterinary practice management software (Avimark experience is a plus).
• Financial and administrative experience, including handling payments and estimates.
• A positive attitude with a passion for teamwork and client care.
• High school diploma or equivalent required.

Preferred Skills

• Experience in an AAHA‑accredited veterinary hospital.
• Familiarity with AllyDVM, Vetstoria, or similar communication platforms.
• Strong conflict resolution and team development skills.
• Commitment to continuous improvement and leadership growth.

Compensation

Hourly Structure

• Base hourly rate of $26-$30 DOE
• Eligible for periodic bonus (where applicable)
• Medical, Vision, and Dental Insurance
• 401(k) matching
• Health Savings Account (HSA)
• Paid Time Off
• Employee Discounts
• Continuing Education and Leadership Development Opportunities

Our Core Values

At Ridgetop Animal Hospital, we live by the following principles:

• We Are Better as One
• We Care About Results
• We Lead with Compassion
• We Do the Right Thing

NVA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.