Veterinary Client Service Representative - Lead

Lead Client Service Representative (CSR)

Falls Road Veterinary Hospital is looking for a full-time Lead Client Service Representative (CSR) to join our team as part of the Thrive Pet Healthcare community in Potomac, MD.

The Lead Client Service Representative (CSR) serves as a front-desk point person and subject-matter expert, while performing the full scope of CSR responsibilities. The role supports daily client service operations, assists with workflow and problem-solving during the shift, and provides guidance to team members as needed. Strong collaboration with hospital leadership helps ensure consistent standards, communication, and client experience.

Leadership presence, accountability, and a commitment to high-quality service are essential to success in this role.

Your Experience & Skills

• Demonstrated leadership presence in a client-facing or service environment required
• Experience in a veterinary setting strongly preferred
• Possesses a positive work attitude
• High School Diploma or equivalent
• Excellent leadership, communication and organization skills

You'll Grow with Us

Here, you can grow your career as best fits you through access to comprehensive learning and skillset programs. You can build your skills and earn credentials through:

• Our vast, diverse, and free library of continuing education courses - ThriveU
• Live, virtual interactive workshops to develop valuable leadership skills
• A program designed to teach you the fundamentals of running a pet hospital

And, with so many locations nationwide, you can find and move into any specialty, hospital type, or environment. Join us and provide your best care at a clinic that is deeply rooted within its community and bolstered by the resources of Thrive Pet Healthcare.

Benefits our care in action

Thrive offers a suite of benefits to support team members' emotional, physical, professional, and financial wellbeing. In addition to our health and life insurance, and short- and long- term disability plans, we offer eligible team members:

• Competitive pay
• 401(k) with employer match
• Mental health resources, including easy access to therapy through Lyra Health
• Paid parental leave
• Purr- ental leave for when you adopt a pet
• Subsidized backup childcare and elder care
• Expert advice, support and network discounts for fertility and family planning
• FREE CE courses
• Pet perks and veterinary service discounts
• Student loan support tools and assistance

* Some benefits shown are only for full-time team members who work 30 hours or more per week. Certain Benefits may be subject to waiting periods or length of service requirements.

Compensation is negotiable based on experience and credentials, with an expected starting range of $25/hour. The actual compensation will carefully consider a wide range of factors including your skills, qualifications, experience, and location.

Thrive Pet Healthcare creates the future of pet well-being through medical excellence, innovative technology, and a connected community of teams and partners. Today, its network of 360+ primary, emergency, and specialty hospitals across the U.S. cares for pets of all ages and health needs, while portfolio companies provide tools and technology that help veterinary teams work smarter and deliver better care. Thrive invests in its peoplethrough mentorship, leadership programs, continuing education, and well-being initiativesso teams can grow and feel supported. For pet owners, convenient solutions such as a mobile app, Thrive Plus membership, HereFurYou Helpline, online booking, and flexible financial options make accessing quality care simpler giving families the peace of mind their pets deserve.

We welcome you to join our story and join where #WeThriveTogether.