Veterinary Client Service Representative - Lead

Lead Veterinary Client Service Representative

Full-Time | Petcare Hospital and Wellness Center | Mill Creek, WA

Schedule: Monday through Friday. Schedule flexibility is required to support hospital coverage needs, including occasional early mornings or evenings.

The Lead Veterinary Client Service Representative serves as the leader of the front-office team and is instrumental in creating an exceptional client experience. This position combines hands-on client service responsibilities with leadership duties, ensuring efficient daily CSR operations, effective communication, and a positive, productive work environment.

The ideal candidate is a compassionate, organized, and adaptable professional who thrives in a fast-paced veterinary setting. You will act as the primary liaison collaborating between clients and the medical team while supporting, coaching, and developing the CSR team.

Client Service & Hospital Operations

• Welcome clients and patients with professionalism, warmth, and compassion.
• Schedule, confirm, and efficiently manage appointments.
• Call clients back with progress reports and handle MIA calls in a timely manner.
• Answer client questions regarding treatment plans, services, medications, and Thrive Membership options.
• Admit and check out clients professionally, and in a calm and friendly manner.
• Maintain accurate client and patient records within the practice management system.
• Process incoming orders, invoices, and payments accurately.
• Coordinate communication between clients, veterinarians, and support staff.
• Support efficient patient flow and daily hospital operations.
• Address client concerns and feedback professionally and promptly.
• Work collaboratively with the Practice Manager to ensure SOP's and training materials are in place.
• Maintain a clean, organized, well stocked, and welcoming reception and waiting area.
• Ensure end of day closing and reporting is accurate and completed within established procedures.

Leadership Responsibilities

• Lead, mentor, and support the Client Service Representative team.
• Assign daily responsibilities and ensure tasks are completed efficiently.
• Promote accountability, teamwork, and exceptional customer service standards.
• Assist with staff scheduling and coverage coordination.
• Assist with training materials for the CSR team, ensuring SOP's and training is effective.
• Provide training, coaching, and constructive feedback in partnership with the Practice Manager.
• Support implementation and adherence to hospital procedures and protocols.
• Delegate projects and follow through on completion.
• Assist with end-of-day cash reconciliation and financial processes.
• Serve as a resource for team members and escalate issues as appropriate.
• Conflict resolution working with Practice Manager and HR to resolve conflicts in a timely manner.
• Training oversee training and onboarding of new CSR hires, checking in with new hires as to their training status and progress, development and completion of a tiered CSR job description along with skills checklist levels
• Meetings - plan and conduct meetings for CSR staff and Practice Manager as needed.

This position description is simply a general guideline for current position duties and requirements. It may change at any time to meet the needs of the business.

Required Qualifications

• Minimum of 3 years of experience in a veterinary hospital or clinical setting.
• High school diploma or equivalent.
• Strong customer service, communication, and organizational skills.
• Ability to multitask and work effectively in a fast-paced environment.
• Flexible schedule with willingness to support operational needs.
• Demonstrate good judgement and tact while working with staff and clients.
• Ability to lift 40 lbs. And able to sit and stand for long periods of time.

Preferred Qualifications

• Previous CSR experience highly considered.
• Previous leadership, supervisory, or team lead experience.
• Experience using Vetspire or similar veterinary practice management software.
• Experience training or mentoring team members.

Compensation

$26.00-$28.00/hr

Compensation is based on experience, skills, qualifications, and overall fit for the role.

Benefits

• Medical, dental, and vision insurance
• 401(k) with employer match
• Paid time off
• Paid parental leave
• Pet adoption ("Purr-ental") leave
• Mental health support through Lyra Health
• Continuing education opportunities and ThriveU learning platform
• Tuition reimbursement and scholarship opportunities
• Pet care discounts and wellness benefits
• Childcare and elder care support resources
• Student loan assistance programs
• Career development and leadership training

Why Join Petcare Hospital and Wellness Center?

At Petcare Hospital and Wellness Center, we believe exceptional patient care begins with supporting the people who provide it. You'll join a collaborative, community-focused team where your skills, leadership, and contributions are valued. Whether you're looking to grow as a leader, expand your veterinary knowledge, or build a long-term career, we'll provide the tools and support to help you thrive.

Join our team and help make a difference in the lives of pets and the people who love them.