Veterinary Client Service Representative - Lead

Job Overview Veterinary Client Service Representative – Lead Location: Round Rock, TX Job Type: Full-time About You Lead Veterinary Client Service Representative or Receptionist to support the front desk client service team in a fast‑paced emergency and specialty veterinary hospital. This hands‑on leadership role involves coaching team members, managing hospital flow, supporting appointment scheduling and medical records, and communicating calmly and compassionately with clients and care teams. The role is approximately 80% floor support and 20% administrative responsibilities. Education and Experience 2+ years of experience in veterinary client service / front desk. Experience in emergency veterinary and/or specialty hospitals required. Previous leadership in veterinary client service strongly preferred. Knowledge, Skills and Abilities Exceptional professionalism and communication skills, both written and oral. Excellent client service and de‑escalation skills. Detail‑oriented and able to identify errors. Works independently and is goal‑oriented. Able to handle multiple tasks at once and work well under pressure in a changing environment. Maintains practical knowledge of hospital procedures, services, and policies. Performs administrative duties such as training, scheduling, and documented coaching. Provides leadership to delegate tasks and ensure client service representative duties are completed timely according to proven processes. Attends monthly lead and department meetings and disseminates information to staff via email, verbal, and meetings. Core Job Duties and Responsibilities Perform and train on everyday client service representative duties, including: Maintain proper documentation in the electronic medical record (client communication, records requests, etc.). Proficient in Microsoft Suite, ezyVet, and other daily task computer programs. Check clients in and out appropriately. Answer phone calls from clients in a timely manner with a friendly greeting. Schedule appointments and procedures appropriately. Provide exemplary customer service. Be attentive to client and pet needs while they wait in the lobby. Identify and de‑escalate distressed or frustrated clients compassionately. Handle payments, submit end‑of‑day reports, and correct financial discrepancies. Monitor patient schedule and manage hospital flow. Keep all client‑facing areas of the hospital clean or delegate cleaning as appropriate. Relay information between clients and the medical team or management professionally. Assist in organizing CSR meetings and present content to small groups. Assist in creating CSR schedule and cover time off or callouts. Physical Requirements Willing to work long or irregular hours under high pressure while maintaining composure. Visual acuity to maintain accurate records and recognize people and written directions. Ability to speak and hear sufficiently for in‑person or telephone communication. Fine motor skills adequate for office and hospital equipment. Additional Requirements Dependable attendance required. May be required to work evenings, weekends, holidays. May need to work overtime or special shift schedules to cover shifts. Benefits Competitive pay. 401(k) with employer match. Mental health resources, including 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. 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Training & development: access to a free library of continuing education courses (ThriveU) and live virtual workshops to develop leadership skills. Program to teach fundamentals of running a pet hospital. Eligible for additional benefits subject to waiting periods or length of service requirements. #J-18808-Ljbffr Thrive Pet Healthcare