Lead Veterinary Client Services Specialist

Hardin Valley Animal Hospital; Knoxville (TN); On-site; USD 22,000 - 30,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

401k

Life Insurance

Short-Term Disability

Paid Time Off

Discounted Pet Care

Teladoc Access

Job summary

Hardin Valley Animal Hospital in Knoxville, TN is seeking a Lead Customer Service Representative to guide the front desk and elevate client experiences while supporting CSR teammates.

You will mentor staff, handle escalations, coordinate scheduling, and collaborate with technicians and veterinarians to maintain smooth operations, ensuring compassionate care and a positive hospital culture.

Qualifications

• High school diploma or equivalent is required.
• Minimum of 2 years of customer service experience is required.
• Strong computer skills, including experience with scheduling systems and POS platforms.
• Excellent communication skills with the ability to communicate clearly, empathetically, and professionally.
• Prior lead, senior, or mentoring experience is strongly preferred.
• Experience in veterinary, healthcare, or multi-location service environments is preferred.

Responsibilities

• Leading by Example: you will serve as a role model for service excellence, professionalism, and teamwork, performing all core CSR duties including scheduling, check-ins, and financial transactions.
• Mentoring the Team: you will support onboarding and training of new CSRs, providing real-time coaching and development planning.
• Solving Problems: you will act as the first point of escalation for client concerns and workflow issues, identifying gaps and suggesting improvements.
• Driving Communication: you will build relationships across departments and handle sensitive client conversations with care.
• Managing Operations: you will support daily front desk coverage, monitor client experience, and ensure scheduling and records accuracy.
• Championing Culture: you will lead with integrity and empathy, maintaining composure in high-volume situations.

Skills

Communication skills

Customer service

Leadership/mentoring

Education

High school diploma or equivalent

Tools

Scheduling systems

POS platforms

Job description

Hardin Valley Animal Hospital in Knoxville, TN is seeking a Lead Customer Service Representative to guide the front desk and elevate client experiences while supporting CSR teammates.

You will mentor staff, handle escalations, coordinate scheduling, and collaborate with technicians and veterinarians to maintain smooth operations, ensuring compassionate care and a positive hospital culture.