Lead Client Care Representative

Animal Hospital of Palo Alto is a general practice located in the scenic and innovative town of Palo Alto, California. Positioned in the heart of Silicon Valley, we offer veterinary care that blends compassionate treatment with the forward-thinking spirit of our tech-centric community.

Our practice focuses strongly on client education, promoting healthy pet lifestyles through nutrition, exercise, and preventative care. We're equipped with essential facilities including surgical suites, IDEXX in-house lab equipment, and digital radiography to provide quality care for our patients.

What Sets Us Apart

• Client Education Focus: Passionate about helping pet owners understand and implement healthy lifestyles
• Diagnostic Capabilities: IDEXX lab equipment and digital radiography for comprehensive care
• Surgical Services: Dedicated surgical suite for standard procedures
• Work-Life Balance: Dedicated surgical days and private doctors' office for optimal workflow
• Community Connection: Building relationships in the heart of Silicon Valley

Located in beautiful Palo Alto, enjoy the blend of natural beauty and innovation that Silicon Valley offers. Join us for a rewarding career in a supportive practice that values clinical excellence, continuous learning, and a healthy work environment.

As a full-time Lead Client Care Representative, you'll serve as the welcoming face and front-line leader of our veterinary practice. In this key role, you'll create exceptional first impressions for our clients while guiding and supporting our Client Care team to deliver outstanding service every day.

You'll be the compassionate bridge between our clients and their pets' care, helping pet parents navigate appointments, answering questions, and ensuring a seamless reception experience. As the lead for our Client Care team, you'll provide coaching, training, and day-to-day support, helping maintain efficient front desk operations, consistent service standards, and a positive, collaborative work environment. This role combines your leadership skills, organizational abilities, and genuine love for animals to help our team provide exceptional veterinary care and an outstanding client experience.

• Creating Exceptional First Impressions: You'll warmly greet clients and their pets, making them feel welcome and valued from the moment they contact our practice.
• Leading the Client Care Team: You'll provide day-to-day guidance, mentorship, and support to our Client Care Representatives, fostering a collaborative, positive environment while promoting exceptional client service, accountability, and continuous growth.
• Communication Excellence: You'll skillfully manage multi-line phone systems, gather and document important information accurately, and convey pet care instructions clearly and compassionately.
• Appointment Wizard: You'll masterfully schedule, confirm, and manage appointments while efficiently handling check-ins and check-outs with proper documentation.
• Team Coordination: You'll oversee daily Client Care operations by coordinating patient flow, ensuring schedules and medical records are accurate and prepared, and partnering with the veterinary team to keep the hospital running efficiently while supporting your teammates throughout the day.
• Professional Environment: You'll maintain an inviting, clean, and organized reception area that helps create a positive experience for clients and their pets.

• Strong leadership abilities with experience supervising and developing team members
• Exceptional organizational skills and attention to detail
• Superior customer service orientation with a professional, friendly demeanor
• Excellent ability to multi-task in a fast-paced environment
• Strong problem-solving skills with a solutions-focused approach
• Proficiency with computer systems and practice management software
• Clear, effective communication skills both verbally and in writing
• Flexible and adaptable approach to changing priorities and challenges
• Financial acumen for handling transactions and reporting

• High School Diploma/GED or equivalent required
• 2+ years of customer service experience in an animal hospital
• 1+ years experience in a Team lead role
• Experience with veterinary programs
• Knowledge of veterinary terminology and protocols
• Manage cash handling and financial transactions

• Competitive Pay: $20.00 - $25.00 per hour, commensurate with experience
• Comprehensive Benefits: Health, dental, and vision insurance, plus 401k with company match
• Growth Opportunities: Continuing education and professional development support
• Work-Life Balance: PTO and mental health assistance
• Perks: Employee discounts on services, a scrub allowance, and a referral program
• A Welcoming Team: We’re a hard-working and collaborative team where your voice matters!

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.