Client Services Lead

Keystone Veterinary Care, located in State College, PA, is seeking a motivated, compassionate, and experienced  Lead Client Service Representative (CSR) to join our team. This leadership role is ideal for someone who excels in customer service, thrives in a fast-paced environment, and is passionate about creating exceptional experiences for both clients and their pets. This will be a leadership role, requiring applicant to be confidant and capable of leading a team.

As the first point of contact for our hospital, our CSRs play a vital role in delivering outstanding service. The Lead CSR will support daily front desk operations, mentor team members, and ensure efficiency, professionalism, a clean and welcoming environment, and consistency in every client interaction.

This is a Full Time Position (Monday – Friday), with no weekend hours. The schedule will be based on hospital needs and requirements. Compensation will be determined based on experience.

Key Responsibilities

• Lead and support the Client Service Representative team in daily operations.
• Provide exceptional client service and set the standard for professionalism and empathy.
• Oversee front desk workflow, including scheduling, patient check-in/check-out, and financial transactions.
• Train, mentor, and onboard new CSR team members.
• Assist in creating and maintaining standard operating procedures (SOPs).
• Ensure accuracy in medical records, estimates, and invoices.
• Address client concerns with professionalism and resolve issues effectively.
• Collaborate with hospital leadership to improve efficiency and client satisfaction.
• Monitor schedules to optimize appointment flow and maximize hospital productivity.
• Support hospital initiatives, promotions, and client communication strategies.
• Maintain a clean, organized, and welcoming reception area.

Qualifications

• Minimum of 2 years of customer service experience in a veterinary or medical setting required.
• Previous leadership or supervisory experience preferred.
• Strong communication, organizational, and problem-solving skills.
• Ability to multitask and remain composed in a fast-paced environment.
• Proficiency with veterinary practice management software (Avimark experience is a plus).
• Financial and administrative experience, including handling payments and estimates.
• A positive attitude with a passion for teamwork and client care.
• High school diploma or equivalent required.

Preferred Skills

• Familiarity with AllyDVM, Vetstoria, or similar communication platforms.
• Strong conflict resolution and team development skills.
• Commitment to continuous improvement and leadership growth.

Benefits

• Medical, Vision, and Dental Insurance
• 401(k) matching
• Health Savings Account (HSA)
• Paid Time Off
• Employee Discounts
• Uniform Allowances
• Continuing Education and Leadership Development Opportunities

Our Core Values

At Keystone Veterinary Care, we live by the following principles:

• We Are Better as One
• We Care About Results
• We Lead with Compassion
• We Do the Right Thing

Submit your resume and cover letter to join our exceptional team at Keystone Veterinary Care.