Lead Client Service Representative (CSR)

NVA General Practice; Silverdale (WA); On-site; USD 36,000 - 41,000; Full time

Benefits offered by this job

Medical, Vision, and Dental Insurance

401(k) matching

Health Savings Account (HSA)

Paid Time Off

Employee Discounts

Uniform Allowances

Continuing Education and Leadership

Job summary

Ridgetop Animal Hospital in Silverdale, WA seeks a Lead Client Service Representative to lead the front desk team, mentor CSRs, and ensure outstanding client experiences for pets and families. This full-time leadership role emphasizes empathy, efficiency, and consistency across client interactions.

The Lead CSR will oversee scheduling, check-in/check-out, and financial transactions, while maintaining accurate records and SOPs.

Qualifications

• Minimum 3 years of customer service experience in a veterinary or medical setting.
• 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.

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.

Skills

Customer service

Leadership

Communication

Multitasking

Avimark

Financial administration

Education

High school diploma or equivalent

Tools

Avimark

AllyDVM

Vetstoria

Job description

Ridgetop Animal Hospital – Silverdale, WA

Full-Time | Leadership Opportunity

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)

Benefits

• Medical, Vision, and Dental Insurance
• 401(k) matching
• Health Savings Account (HSA)
• Paid Time Off
• Employee Discounts
• Uniform Allowances
• 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