Lead CSR

Lake Forest Animal Hospital, LLC; Forest (VA); On-site; USD 18,000 - 23,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) retirement plan

Paid time off

Job summary

Lake Forest Animal Hospital, located on the outskirts of Lynchburg, Virginia, seeks a Lead Client Service Representative to act as the primary contact for front desk operations and guide the client service team. You will ensure exceptional client experiences from check-in to check-out, collaborating with clinicians to maintain smooth patient flow.

The role requires a minimum of 3 years in veterinary client service, strong communication, and leadership abilities.

Qualifications

• High school diploma or equivalent required.
• Minimum of 3 years of veterinary client service or related experience.
• Leadership or training experience strongly preferred.
• Strong communication, organizational, and problem-solving skills.
• Ability to lead by example and foster a positive, team-oriented environment.
• Proficiency in practice management software, MS Office, and scheduling/billing systems.

Responsibilities

• Model and reinforce exceptional client service standards through professional, empathetic communication.
• Resolve escalated client issues promptly while supporting team accountability.
• Coordinate patient flow with technicians and doctors for timely information sharing.
• Maintain a welcoming and organized reception area.
• Provide day-to-day guidance and support to CSRs; ensure consistency in service delivery.

Skills

Client service

Leadership

Communication

Problem-solving

Scheduling software

Education

High school diploma or equivalent

Tools

Veterinary practice management software

Microsoft Office

Scheduling & billing systems

Job description

Lake Forest Animal Hospital, located on the outskirts of Lynchburg, Virginia is a small animal veterinary practice offering general practice, emergency, surgery, and dental services. Its team of veterinarians has a wealth of experience, one of whom — along with the practice manager — has been working there since it first opened. To date, many of its clientele have been bringing their pets to Lake Forest just as long for all of their veterinary needs. Lake Forest Animal Hospital has gained a reputation for its excellent care, recently earning the Lynchburg Living Bronze award for their level of dedication! Our close knit, family oriented, skilled and experienced team of doctors work extremely well together and we strive to provide schedules that work well for each member and their families.

Lead Client Service Representative | Lake Forest Animal Hospital | Forest, Virginia

Compensation: $13- $17/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 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.

As set forth in Lake Forest Animal Hospital’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.