Veterinary Client Experience Lead

Abqpetcarehospital; State College (Centre County); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical, Vision, and Dental Insurance

401(k) matching

Health Savings Account (HSA)

Paid Time Off

Employee Discounts

Uniform Allowances

Continuing Education and Leadership00

Job summary

Keystone Veterinary Care, located in State College, PA, is seeking a motivated Lead Client Service Representative to join our team. This leadership role is ideal for someone who excels in customer service, thrives in a fast-paced environment, and is passionate about creating exceptional experiences for both clients and their pets.

As the first point of contact for our hospital, the Lead CSR will support daily front desk operations, mentor team members, and ensure professionalism, a clean and

Qualifications

• Minimum of 2 years of customer service experience in a veterinary or medical setting.
• Leadership or supervisory experience preferred.
• Strong communication, organizational, and problem-solving skills.
• Ability to multitask and remain composed in a fast-paced environment.
• Proficiency with veterinary practice management software (Avimark experience is a plus).
• High school diploma or equivalent required.
• Financial and administrative experience, including handling payments and estimates.
• Familiarity with AllyDVM, Vetstoria, or similar platforms.
• Commitment to teamwork and client care.

Responsibilities

• Lead and support the CSR team in daily operations.
• Provide exceptional client service and set professionalism and empathy standards.
• Oversee front desk workflow, scheduling, check-in/check-out, and financial transactions.
• Train, mentor, and onboard new CSR team members.
• Assist in creating and maintaining standard operating procedures (SOPs).
• Ensure accuracy in medical records, estimates, and invoices.
• Address client concerns with professionalism and resolve issues.
• Collaborate with hospital leadership to improve efficiency and client satisfaction.
• Monitor schedules to optimize appointment flow and hospital productivity.
• Support hospital initiatives, promotions, and client communication strategies.
• Maintain a clean, organized, and welcoming reception area.

Skills

Customer service

Leadership

Communication

Multitasking

Education

High School diploma or equivalent

Tools

Avimark

Job description

Keystone Veterinary Care, located in State College, PA, is seeking a motivated Lead Client Service Representative to join our team. This leadership role is ideal for someone who excels in customer service, thrives in a fast-paced environment, and is passionate about creating exceptional experiences for both clients and their pets.

As the first point of contact for our hospital, the Lead CSR will support daily front desk operations, mentor team members, and ensure professionalism, a clean and