Lead CSR

Colonial Gateway Veterinary Center; Boynton Beach (FL); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k)

PTO

Paid holidays

Employee assistance program

Job summary

Colonial Gateway Veterinary Center in Boynton Beach, Florida, seeks a Lead Client Service Representative to oversee front desk operations and deliver exceptional client experiences from check-in to check-out.

You will lead the client service team, ensure service standards, and coordinate with clinical staff to optimize patient flow and recordkeeping while mentoring new CSRs and supporting scheduling and compliance.

Qualifications

• Minimum of 3 years of veterinary client service experience.
• Strong communication and problem-solving skills.
• Leadership or training experience preferred.

Responsibilities

• Model and reinforce exceptional client service standards with empathy and responsiveness.
• Resolve escalated client issues promptly while supporting team accountability.
• Coordinate patient flow with technicians and doctors for timely information sharing.
• Maintain a welcoming, organized reception area and ensure accurate recordkeeping.

Skills

Leadership

Communication

Organizational skills

Problem-solving

Vet software

Education

High school diploma

Tools

Practice management software

Microsoft Office

Job description

Colonial Gateway Veterinary Center , located in beautiful Boynton Beach, Florida, is a close-knit, community-focused general practice that has provided top-quality medicine and built lasting relationships with our clients and their pets for over 20 years. We proudly operate alongside our sister practice, Colonial Animal Hospital, located less than 3 miles away. Both hospitals are fully equipped with complete treatment areas, offering you flexibility, variety, and the opportunity to work with a wider, experienced team. Colonial Gateway also features a full boarding facility, four exam rooms, and a dedicated dental suite.

Lead Client Service Representative | Colonial Gateway Veterinary Center | Boynton Beach, Florida

Compensation: $20–$25/hour, commensurate with licensure and experience

Position Summary

The Lead Client Service Representative (Lead CSR) serves as the primary point of contact for the hospital’s front desk operations and is responsible for ensuring 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.

Primary Responsibilities

• 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-ofday 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.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Colonial Gateway Veterinary Center’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.