Veterinary Client Experience Leader

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

Benefits offered by this job

Medical insurance

Vision insurance

Dental insurance

401(k)

Health Savings Account

Paid time off

Employee discounts

Job summary

NVA is seeking a Lead Veterinary Customer Service Representative to oversee the front office, coach the client service team, and partner with hospital leadership to deliver an outstanding client and patient experience.

You will supervise front desk staff, coordinate scheduling, manage client communications, process payments, and support the hospital's operations and financial success while maintaining confidentiality and a compassionate approach to care.

Qualifications

• Experience leading a client service or reception team in a veterinary setting.
• Proven ability to coach and develop staff and manage front desk operations.
• Excellent communication and conflict-resolution skills.

Responsibilities

• Lead, coach, and support the Client Service Representative team.
• Assist with hiring, onboarding, training, and ongoing 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 patient visits.
• Greet clients with professionalism, empathy, and compassion.
• Answer multi-line phones, schedule appointments, and manage communications.
• Resolve client concerns professionally and elevate issues when needed.
• Process payments, maintain records, and reconcile 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 in line with policies and confidentiality.

Skills

Leadership and team development

Customer service excellence

Problem solving and conflictResolution

Workflow coordination and organization

Time management and attention toDetail

Strong verbal, written, and computer

Job description

NVA is seeking a Lead Veterinary Customer Service Representative to oversee the front office, coach the client service team, and partner with hospital leadership to deliver an outstanding client and patient experience.

You will supervise front desk staff, coordinate scheduling, manage client communications, process payments, and support the hospital's operations and financial success while maintaining confidentiality and a compassionate approach to care.