Veterinary Client Services Lead - Front Office Coach

VCA Animal Hospitals, Inc; Lockport (IL); On-site; USD 28,000 - 32,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid vacation / sick days

401(k)

Employee pet discounts

Job summary

VCA Animal Hospitals, Inc. seeks a highly experienced Client Service Representative Lead to guide the front desk team at VCA All Pets. You’ll lead client service operations, support doctors and technicians, and foster a positive experience for pets and families.

The role emphasizes teamwork, leadership, and delivering world-class client service in a veterinary setting, with availability Monday–Friday and rotating Saturdays. Benefits include medical, dental, vision, and pet discounts.

Qualifications

• Excellent knowledge of client service and communication center operations.
• Strong organizational skills and attention to detail.
• Strong client relations and interpersonal skills.
• Excellent oral and written communication skills.
• Intermediate to expert computer skills.
• Strong leadership and team support skills.
• Ability to coach, mentor, and support team members.
• Self-starter with the ability to work independently and as part of a team.
• Strong client service background.
• Ability to handle multiple priorities in a fast-paced environment.
• Ability to lift up to 40 pounds.
• Previous leadership or supervisory experience preferred.
• Minimum of 2 years of client service experience preferred.
• Minimum of 2 years of veterinary experience preferred.

Responsibilities

• Support the day-to-day operations of the client service areas and maintain strong relationships throughout the hospital & our doggy daycare.
• Assist with interviewing, training, coaching, developing, mentoring, and supporting Client Service team members.
• Provide on-the-job training to help develop team members' skills and reinforce client service standards.
• Assist the Hospital Manager with daily hospital operations
• Support front office workflow and ensure consistent execution of policies, procedures, and protocols.
• Assist with resolving client concerns and communicate trends or opportunities to hospital leadership.
• Identify potential problems, workflow concerns, and client service needs, and provide recommendations to leadership.
• Utilize sound judgment when making decisions that support the best interests of the hospital, clients, and patients.
• Coach and support team members while encouraging accountability and teamwork.
• Assist with performance feedback and development conversations for Client Service team members.
• Assist with maintaining reporting tools and operational resources needed to support business goals.
• Support accurate communication of financial information to clients and medical team members.
• Act as a liaison between Client Service and other departments
• Assist with maintaining a positive, organized, and efficient front office environment.
• Serve as a role model by demonstrating professionalism, accountability, teamwork, and exceptional customer service.
• Hospital maintenance (including removal of animal waste) and ensuring that facility is neat and clean at all times—both inside and outside.

Skills

Client service knowledge

Communication center operations

Organizational skills

Interpersonal skills

Leadership and coaching

Teamwork

Independent work

Lead and supervise

Veterinary experience

Client service experience

Ability to lift up to 40 pounds

Job description

VCA Animal Hospitals, Inc. seeks a highly experienced Client Service Representative Lead to guide the front desk team at VCA All Pets. You’ll lead client service operations, support doctors and technicians, and foster a positive experience for pets and families.

The role emphasizes teamwork, leadership, and delivering world-class client service in a veterinary setting, with availability Monday–Friday and rotating Saturdays. Benefits include medical, dental, vision, and pet discounts.