Lead Veterinary Customer Service Representative (CSR)
We are seeking an experienced, compassionate, and organizedLead Veterinary Customer Service Representative (CSR) to lead our front office team while delivering exceptional service to clients and patients. The Lead CSR oversees daily reception operations, coaches and develops the client service team, fosters a positive and supportive workplace culture, and partners with hospital leadership to support an outstanding client experience and a thriving practice.
Key Responsibilities
Lead, coach, and support the Client Service Representative team.
Assist with hiring, onboarding, training, and ongoing development of front desk staff.
Coordinate daily front office workflow, scheduling, and team coverage.
Foster a positive, collaborative, and accountable culture focused on exceptional client service.
Partner with hospital leadership to drive client visits, strengthen client retention, and support the hospital's operational and financial success.
Ensure an exceptional client experience throughout every stage of the patient visit.
Greet clients and patients with professionalism, empathy, and compassion.
Answer multi-line phones, schedule appointments, and manage client communications.
Resolve client concerns professionally and escalate issues when appropriate
Process payments, maintainaccurate medical records, and reconcile daily transactions.
Collaborate with veterinarians and technicians to ensure efficient patient flow.
Identify opportunities to improve front office workflows and team performance.
Promote hospital servicesand preventive care.
Maintain an organized reception area and ensure compliance with hospital policies and confidentiality standards.
Qualifications
Veterinary client service or veterinary reception experience preferred.
Previous leadership or supervisory experience is strongly preferred.
Excellent communication, coaching, and conflict-resolution skills.
Strong organizational and multitasking abilities in a fast-paced environment.
Comfortable handling financial transactions and maintainingaccurate records.
Passion for animal care and providing exceptional client service.
Skills
Leadership and team development
Customer service excellence
Problem-solving and conflict resolution
Workflow coordination and organization
Time management and attention to detail
Strong verbal, written, and computer skills
Schedule
Full-time –evenings and weekendsmay be required
Ideal Candidate
The ideal candidate is a positive, dependable leader who enjoys developing others, creating an exceptional client experience, and contributing to the success of the hospital. You thrive in a fast-paced environment, communicate effectively, and are committed to building a supportive team culture while helping the practice grow.
At NVA General Practice, we’re on a mission to give every pet their best life. Our network of neighborhood veterinary clinics partners with pet parents to deliver high-quality medicine and individualized care to ensure the health and happiness of each patient. We believe pets are family and deserve the best possible care—every day, at every stage of their lives.
Since our founding nearly 30 years ago, we’ve channeled our passion and resources into improving the lives of animals and the people who love them. Today, we are a leading pet care provider with nearly 1,000 hospitals across the United States and Canada. Our dedicated team of over 25,000 members, including 5,000 veterinarians, cares for millions of animals annually through best-in-class medicine, products, and health services.
Together, as one team, we’re shaping the future of general practice medicine.
Learn more at https://gp.nva.com/
