Lead CSR

GeniusVets; Colorado Springs (CO); On-site; USD 40,000 - 55,000; Full time

Job summary

A veterinary clinic in Colorado Springs is seeking a Lead Veterinary CSR to oversee the front desk team and ensure exceptional client experiences. The role involves training and mentoring CSRs, managing daily operations, and addressing client concerns. Ideal candidates are organized and possess strong leadership skills. This is a full-time position offering a supportive and professional work environment.

Qualifications

• Experience in a customer service role, preferably in a veterinary or healthcare setting.
• Ability to train and mentor team members.
• Strong understanding of client care principles.

Responsibilities

• Oversee CSR team operations and performance.
• Train and support CSRs in daily tasks.
• Handle escalated client concerns professionally.

Skills

Leadership skills

Organizational skills

Client communication

Empathy

Problem-solving

Job description

Lead Veterinary CSR – Ponderosa Veterinary Clinic

Location: Colorado Springs, CO
Job Type: Full-Time

Ponderosa Veterinary Clinic is seeking an experienced and compassionate Lead Veterinary CSR to join our growing team. This role is ideal for someone who is highly organized, confident in leading others, and dedicated to creating exceptional client and patient experiences.

About the Role

The Lead Veterinary CSR supports the management team by overseeing the front desk team, ensuring smooth daily operations, and maintaining a positive and professional atmosphere for clients, patients, and staff. You will guide CSRs, provide training and coaching, and help set the standard for excellent communication and client care.

Key Responsibilities

• Serve as the primary point of contact for the CSR team
• Train, mentor, and support CSRs in daily tasks and protocols
• Ensure accurate scheduling, client communication, and medical record entry
• Maintain a calm, professional, and solutions-focused environment during busy or stressful situations
• Handle escalated client concerns with empathy and professionalism
• Assist with workflow coordination between reception, technicians, and doctors
• Monitor CSR performance and provide feedback to management
• Support financial transactions, estimates, and invoicing with accuracy
• Help standardize procedures and identify opportunities for process improvement
• Participate in staff meetings, training sessions, and hospital initiatives