Lead Client Service Representative (Lead CSR)

Description

Lead Client Service Representative (Lead CSR)

Peachtree Hills Animal Hospital | Atlanta, GA

About the Role:

Peachtree Hills Animal Hospital is seeking an experienced, compassionate, and highly organized Lead Client Service Representative (Lead CSR) to join our team.

Lead CSR serves as a key leader within our Client Service team, helping ensure exceptional experience for our clients, patients, and team members while supporting the efficient day-to-day operations of the hospital.

This position is ideal for someone who thrives in a fast-paced veterinary environment, enjoys developing and supporting others, and takes pride in creating a welcoming, professional, and positive client experience.

Lead CSR will serve as a resource for the CSR team, help maintain consistent front-desk standards, and partner closely with hospital leadership and other departments.

Key Responsibilities:

• Team Leadership & Support

• Serve as a daily resource and point of contact for the Client Service team.

• Lead by example and model exceptional client service, professionalism, teamwork, and communication.

• Assist with training, onboarding, and ongoing development of CSRs.

• Help reinforce hospital policies, procedures, and client service standards.

• Provide coaching and real-time support to CSRs as needed.

• Identify opportunities for team improvement and communicate concerns or recommendations to hospital leadership.

• Help foster a positive, collaborative, and accountable team culture.

• Assist with scheduling and workflow coordination for the CSR team as assigned.

• Support leadership with team meetings, training, and department initiatives.

Client Experience:

• Provide warm, compassionate, and professional service to clients in person, over the phone, and through digital communication.

• Create a welcoming first and last impression for every client and patient.

• Handle client questions, concerns, and service recovery situations with empathy and professionalism.

• Help educate clients regarding hospital policies, appointment processes, payment expectations, and available services.

• Support the team in navigating difficult or emotional client interactions.

• Promote consistent, high-quality client experience throughout every stage of the visit.

• Help identify opportunities to improve client satisfaction, retention, and overall engagement.

Front Desk & Hospital Operations:

• Assist with daily front-desk operations and ensure appropriate coverage and workflow.

• Support appointment scheduling, check-in, check-out, telephone calls, medical record requests, prescription requests, and other CSR responsibilities.

• Assist with maintaining accurate client and patient information in the practice management system.

• Help ensure timely communication between CSRs, veterinary technicians, doctors, and hospital leadership.

• Monitor phone calls, messages, and other client communications to help ensure timely follow-up.

• Assist with managing appointment flow and identifying scheduling or workflow concerns.

• Help ensure the reception area and front desk remain organized, professional, and clients ready.

• Assist with payment collection, estimates, invoices, deposits, and other financial transactions according to hospital procedures.

• Support compliance with hospital policies related to controlled substances, prescription requests, medical records, and client information.

Communication & Collaboration:

• Maintain strong communication with doctors, veterinary technicians, assistants, CSRs, and hospital leadership.

• Help facilitate effective communication between the front desk and medical team. Communicate important client concerns, workflow issues, and operational needs to appropriate leadership.

• Participate in department and hospital-wide meetings and initiatives.

• Collaborating with other departments leads to promoting efficient patient flow and a positive team environment.

Administrative & Leadership Support:

• Assist the Practice Manager and hospital leadership with projects and operational initiatives.

• Help monitor department goals and identify opportunities for improvement.

• Assist with implementing new processes, technology, and workflow changes.

• Help maintain and update CSR procedures, resources, and training materials.

• Support hospital initiatives related to client retention, appointment access, patient care, and overall client experience.

• Perform other duties as assigned.

Qualifications Required:

• Previous veterinary reception/client service experience required.

• Previous leadership, supervisory, or lead experience strongly preferred.

• Strong knowledge of veterinary hospital workflows and terminology.

• Excellent verbal and written communication skills.

• Exceptional customer service and interpersonal skills.

• Strong organizational and time-management abilities.

• Ability to multitask and prioritize effectively in a fast-paced environment.

• Strong attention to detail and accuracy.

• Ability to remain calm, professional, and compassionate during challenging situations.

• Comfortable providing coaching, feedback, and support to team members.

• Proficiency with computers and practice management software.

• Ability to work effectively both independently and as part of a team.

What We're Looking For:

• The ideal candidate is someone who: Is naturally welcoming, positive, and approachable.

• Takes ownership and follows through on responsibilities.

• Leads by example rather than simply delegating tasks.

• Is comfortable having difficult conversations while maintaining professionalism and empathy.

• Enjoy helping others learn and grow.

• Can balance excellent client service with the operational needs of a busy veterinary hospital.

• Is proactive and looks for solutions rather than simply identifying problems.

• Communicate clearly and consistently.

• Understands the importance of teamwork and accountability.

• Is passionate about veterinary medicine and provide an exceptional experience for both pets and their people.

Physical & Work Environment Requirements:

• Ability to stand and sit for extended periods.

• Ability to move throughout a busy veterinary hospital environment.

• Ability to occasionally lift and carry up to 25 pounds.

• Ability to work around dogs, cats, and other animals.

• Ability to work in a fast-paced environment with frequent interruptions and changing priorities.

• Must be comfortable working with clients who may be experiencing stressful or emotional situations.

Benefits:

• Short Term Disability paid for by employer

• Complimentary Life Insurance $25,000; with options to purchase additional voluntary benefits for self or family

• Company Sponsored Employee Assistance Program (Headspace)

• 401K with 100% company match up to 3% and 50% company match up to 5%, eligible after 6 months of employment

• Medical Insurance Plans with multiple options

• Flexible Spending Account or Health Savings Account options

• United Healthcare Dental Insurance; includes a 100% paid premium option for team members

• United Healthcare Vision Insurance options

• Long Term Disability option

• Progyny-Fertility and Family Building Support (up to $10,000)

• Team Member Discounts for Pet Care

• Paid time off inclusive of sick, personal, and vacation

• Referral Bonus Program

• DailyPay on Demand

• Paid employee parking 

Why Join Peachtree Hills Animal Hospital?

At Peachtree Hills Animal Hospital, we believe that exceptional patient care starts with an exceptional team. Our CSRs play a critical role in creating a positive experience for every client and patient who walks through our doors.

As our Lead CSR, you'll have the opportunity to make a meaningful impact not only on the client experience, but also on the development, success, and culture of our Client Service team.