Veterinary Client Experience Leader

NVA General Practice; Las Vegas (NV); On-site; USD 24,796 - 28,929; Full time

Benefits offered by this job

Medical, Vision, Dental insurance

401(k)

Health Savings Account

Paid time off

Employee discounts

Job summary

NVA General Practice in Las Vegas is seeking a Lead Veterinary Customer Service Representative to guide the front office team, coach staff, and ensure a superior client experience for every visit.

The role focuses on staff development, workflow coordination, and collaboration with hospital leadership to grow client visits and retention while maintaining accurate records and a compassionate service standard.

Qualifications

• Experience in veterinary client service or reception preferred.
• Previous leadership or supervisory experience preferred.
• Excellent communication, coaching, and conflict-resolution skills.
• Strong organizational abilities in a fast-paced environment.
• Comfortable handling financial transactions and maintaining records.
• Passion for animal care and exceptional client service.

Responsibilities

• Lead, coach, and support the Client Service Representative team.
• Assist with hiring, onboarding, training, and development of front desk staff.
• Coordinate daily front office workflow, scheduling, and team coverage.
• Foster a positive, collaborative culture focused on exceptional client service.
• Partner with hospital leadership to drive client visits and retention.
• Ensure an exceptional client experience throughout every stage of the patient visit.
• Greet clients and patients with professionalism, empathy, and compassion.
• Answer multi-line phones, schedule appointments, and manage communications.
• Resolve client concerns professionally and escalate when appropriate.
• Process payments, maintain accurate medical records, and reconcile daily transactions.
• Collaborate with veterinarians and technicians to ensure efficient patient flow.
• Identify opportunities to improve front office workflows and team performance.
• Promote hospital services and preventive care.
• Maintain an organized reception area and ensure compliance with policies and confidentiality.

Skills

Leadership & team development

Customer service excellence

Problem solving

Workflow coordination

Time management

Verbal & written communication

Job description

NVA General Practice in Las Vegas is seeking a Lead Veterinary Customer Service Representative to guide the front office team, coach staff, and ensure a superior client experience for every visit.

The role focuses on staff development, workflow coordination, and collaboration with hospital leadership to grow client visits and retention while maintaining accurate records and a compassionate service standard.