Lead Client Service Representative

Job Description

Job Description

Buckeystown Veterinary Hospital , established in 1989, is a small animal practice located just outside of Frederick, Maryland. We provide comprehensive services that include Wellness and Preventive Care, as well as on-site supportive services include Pet Boarding, professional Grooming services, and Dog Training Classes for every level of skill and handling. 

Position Summary:  

The Lead Client Service Representative (Lead CSR) serves as the primary point of contact for the hospital's front desk operations and is responsible for ensuring an exceptional client experience from check-in to check-out. In addition to performing all standard CSR duties, the Lead CSR provides day-to-day leadership to the client service team, ensuring adherence to service standards, accuracy in recordkeeping, and smooth coordination between front desk operations and clinical teams. 

Primary Responsibilities:  

• Model and reinforce exceptional client service standards through professional, empathetic, and responsive communication. 

• Resolve escalated client issues promptly and professionally, ensuring client satisfaction while supporting team accountability. 

• Partner with technicians and doctors to coordinate patient flow, ensuring timely and accurate information sharing. 

• Maintain a welcoming and organized reception area. 

• Provide day-to-day guidance and support to CSRs, ensuring consistency in service delivery and adherence to hospital protocols. 

• Assist with hiring, onboarding, training, and mentoring new team members. 

• Serve as a role model and first point of contact for team questions and support. 

• Collaborate with the Practice Manager on staff scheduling, coverage, and performance feedback. 

• Oversee appointment scheduling accuracy, patient record updates, and charge capture to ensure operational efficiency. 

• Maintain client communication standards across phone, email, and written correspondence. 

• Ensure accurate financial transactions, deposits, and reconciliation of end-of-day reports. 

• Support hospital inventory management, over-the-counter product sales, and prescription processing. 

• Partner with the Practice Manager to identify opportunities to improve front desk workflows, communication, and client satisfaction. 

• Support hospital initiatives and events, including wellness campaigns and client education efforts. 

• Maintain compliance with all safety, confidentiality, and patient care protocols. 

• Perform all standard CSR duties as needed to support hospital operations. 

• Other duties as assigned by the Practice Manager. 

Qualifications:  

• High school diploma or equivalent required. 

• Minimum of 3 years of veterinary client service or related experience required. 

• Prior leadership or training experience is strongly preferred. 

• Strong communication, organizational, and problem-solving skills. 

• Demonstrated ability to lead by example and foster a positive, team-oriented work environment. 

• Proficiency in veterinary practice management software, Microsoft Office, and basic scheduling and billing systems. 

• Ability to handle sensitive and emotionally charged situations with professionalism and empathy. 

• Ability to lift and carry up to 50 pounds and safely handle animals up to 130 pounds. 

• Comfortable sitting, standing, walking, bending, and kneeling for extended periods throughout the workday.  

• Professional, neat appearance consistent with hospital standards. 

Hours:   

• Must be able to work a flexible schedule and be available for scheduling during all hours the practice is open to support hospital operations 

Compensation and Benefits:  

• We offer a comprehensive benefits package that includes medical, dental, and vision coverage. In addition, employees are eligible to participate in our 401(k) retirement plan. Other benefits include paid time off, paid holidays and access to employee assistance program.