Senior Client Service Representative (SCSR)

Job Description

Job Description

Description:

Senior Client Services Representative

Help create an exceptional client experience at one of the region's premier specialty veterinary hospitals.

Live Oak Veterinary Specialists is seeking an experienced, compassionate, and service-driven Senior Client Service Representative (CSR) to join our growing team. As a Senior CSR, you'll play a key leadership role within our Client Services team, serving as both a trusted resource for clients and a mentor to fellow team members.

If you thrive in a fast-paced environment, enjoy building relationships, and have a passion for delivering outstanding customer service, we'd love to hear from you.

This position is anticipated to open for applications with a projected start date in September 2026 as Live Oak Veterinary Specialists continues to expand into our new state-of-the-art facility.

Whether your background is in veterinary medicine, healthcare, hospitality, luxury service, or another customer-focused industry, we're looking for professionals who understand that exceptional client experiences begin with exceptional people.

What you'll Do

As a Senior Client Service Representative, you will help ensure every client receives compassionate, efficient, and professional service from the moment they contact our hospital.

• Deliver exceptional customer service to clients, patients, and referring veterinarians.
• Welcome clients with professionalism, compassion, and empathy.
• Resolve complex client concerns and assist with service recovery.
• Support fellow Client Service Representatives during challenging client interactions.
• Promote a welcoming, positive, and team-oriented environment.

• Serve as a role model for professionalism and customer service excellence.
• Assist with onboarding and training new Client Service Representatives.
• Provide day-to-day coaching and support to the Client Services team.
• Help improve front desk workflow, efficiency, and client satisfaction.
• Collaborate with leadership to identify opportunities for continuous improvement.

• Schedule appointments, consultations, procedures, and diagnostics.
• Maintain accurate client and patient records.
• Process payments and assist with daily financial reconciliation.
• Prepare estimates, invoices, and other client documentation.
• Manage incoming calls, emails, referrals, and appointment requests.

• Coordinate communication between clients and medical staff.
• Help maintain efficient patient flow throughout the hospital.
• Ensure reception areas remain clean, organized, and welcoming.
• Follow all hospital policies regarding safety, confidentiality, and infection control.

What We Are Looking For

• High school diploma or GED.
• Minimum of three (3) years of customer service experience in veterinary medicine, healthcare, hospitality, retail, or another client-focused industry.
• Previous leadership, mentoring, or senior customer service experience.
• Outstanding communication and interpersonal skills.
• Strong organizational and multitasking abilities.
• Computer proficiency and the ability to learn veterinary practice management software.
• Professional demeanor with the ability to remain calm and compassionate during emotionally challenging situations.

• Experience in a veterinary, medical, dental, specialty healthcare, or hospitality environment.
• Experience training or mentoring team members.
• Working knowledge of veterinary terminology.
• Experience in specialty or emergency veterinary medicine.
• Familiarity with ezyVet or other veterinary practice management software.
• Cash handling, appointment scheduling, and financial reconciliation experience.
• Experience delivering high-level customer service in hotels, resorts, restaurants, luxury retail, healthcare, or other hospitality-focused industries.

Physical Requirements

• Ability to sit, stand, and walk for extended periods.
• Ability to occasionally lift up to 25 pounds.
• Ability to use computers, telephones, and standard office equipment.
• Ability to work in a veterinary environment with exposure to animals, animal-related odors, noise, cleaning agents, and common allergens.

Why Join Live Oak Veterinary Specialists??

At Live Oak Veterinary Specialists, our mission is to provide exceptional specialty and emergency veterinary care while creating an outstanding experience for our clients, patients, referring veterinarians, and team members. As we continue to grow into our new hospital, you'll have the opportunity to be part of a collaborative team committed to clinical excellence, compassion, and continuous improvement.

If you're passionate about customer service, enjoy helping people during meaningful moments, and want to grow your career with a forward-thinking veterinary hospital, we encourage you to apply.

Live Oak Veterinary Specialists is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status under applicable law.