Lead Veterinary Receptionist/Customer Service Representative

West Side Animal Clinic; Hamilton (OH); On-site; USD 28,000 - 30,000; Full time

Benefits offered by this job

Health insurance

Life insurance and disability

Employee Assistance Program (EAP)

401k with company match

Paid time off

Job summary

West Side Animal Clinic in Hamilton, OH is seeking a Lead Client Service Representative to coordinate front desk operations and deliver exceptional client service for our veterinary team. You will schedule appointments, manage client communications, process payments, and mentor fellow CSRs while upholding a compassionate, professional standard for every client and pet we care for.

Experience in the veterinary field and strong leadership abilities are essential, with Avimark knowledge preferred

Qualifications

• 3+ years in a customer service, reception, or client-facing role
• Previous veterinary industry experience required
• Strong leadership and supervisory skills with the ability to guide front desk workflows and team accountability
• Experience coaching, training, and evaluating CSRs to support team growth and performance
• Exceptional verbal and written communication skills
• Ability to provide compassionate, professional service to clients during routine and emotionally sensitive situations
• Strong organizational and time management skills
• Confidently navigates difficult conversations with empathy and professionalism
• Ability to remain calm, professional and solution-oriented during busy periods

Responsibilities

• Schedule appointments and manage client communications
• Process payments and assist with front desk operations
• Oversee daily front desk workflows and team coordination
• Coach, train, and mentor CSRs
• Provide compassionate, professional service to clients and patients

Skills

Leadership

Customer service

Verbal and written communication

Time management

Front desk coordination

De-escalation

Tools

Avimark

Job description

Lead Veterinary Receptionist/Customer Service Representative

Hamilton, OH

West Side Animal Clinic is seeking an experienced and compassionate Lead Client Service Representative (CSR) to join our exceptional team. As the first point of contact for our clients, CSRs play a critical role in creating a welcoming, supportive environment and building lasting trust in our veterinary care.

In this role, you’ll not only provide outstanding customer service—scheduling appointments, managing client communications, processing payments, and offering guidance on our services—but also join our leadership team to assist with front desk operations. You’ll oversee daily workflows, support and train fellow CSRs, and ensure that every client interaction reflects our commitment to kindness, clarity, and professionalism.

If you're a natural leader who thrives in a fast-paced, team-oriented setting and is passionate about helping people and pets, we’d love to hear from you.

Schedule and compensation:

• Compensation: $ 20 - $22 per hour, for each hour worked
• This is a full-time position, with a flexibleschedule and availability needed Monday-Friday . No weekends!

Full-time Benefits Package*:

• Health package: Medical, dental, and vision insurance
• Life insurance and disability
• Employee Assistance Program (EAP)
• 401k with company match
• Paid time off in accordance with site policy and applicable law

Minimum qualifications and skill set:

• 3+ years of experience in a customer service, reception, or client-facing role
• Previous veterinary industry experience required
• Proficiency in the following skills:
  • Srong leadership and supervisory skills with the ability to guide front desk workflows and team accountability
  • Experienced in coaching, training, and evaluating CSRs to support team growth and performance
  • Exceptional verbal and written communication skills
  • Ability to provide compassionate, professional service to clients during both routine and emotionally sensitive situations
  • Strong organizational and time management skills
  • Experience working with veterinary practice management software, Avimark preferred
  • Confidently navigates difficult conversations with empathy, professionalism, and possesses strong de-escalation skills
  • Ability to remain calm, professional and solution-oriented during busy periods

Why choose us?

West Side Animal Clinic is a 3-doctor small animal general practice located in Hamilton, OH. We are committed to promoting responsible pet ownership, preventative health care, and health-related educational opportunities for our clients. Our hospital boasts a friendly team with good longevity and we foster a supportive, team-oriented culture where high standards of medicine, clear communication, and professional growth are prioritized. As we continually grow, we value leaders who are energized by the opportunity to help shape our culture and influence the direction of our future growth, all the while maintaining the strong community relationships that make us West Side Animal Clinic.

#LI-HK1

This is a good-faith estimate based on the role's requirements at the time of posting. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. The Company offers a comprehensive benefits package that may include medical, dental, and vision benefits, vacation, sick leave, 401(k), and other benefits depending on role and location. A complete description of benefits available for this position will be provided during the hiring process. Where required under applicable law, Company provides eligible employees with paid sick leave, health emergency leave, and other legally mandated benefits programs, all in accordance with the requirements of applicable state and local law depending on the location of the practice you support.

Pay Range

$20 - $22 USD

Voluntary Self-Identification

As an equal opportunity employer, we invite applicants to voluntarily self-identify demographic information for compliance and reporting purposes. Completion of this form is entirely voluntary and refusal to provide this information will not subject you to any adverse treatment.

Any information provided will be kept confidential and maintained in accordance with applicable laws and regulations. This information will not be used in making hiring decisions.

We are committed to creating an inclusive workplace and do not discriminate on the basis of race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, marital status, pregnancy, childbirth or related conditions, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

West Side AC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, marital status, pregnancy, childbirth or related conditions, veteran or military status, or any other characteristic protected by applicable federal, state, or local law. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in the job application process. If you need assistance or an accommodation due to a disability, please contact us. Hiring decisions will be based on merit, qualifications and the legitimate needs of the business.

We are committed to creating an inclusive workplace and do not discriminate on the basis of race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, marital status, pregnancy, childbirth or related conditions, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.