Client Service Lead

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Description

Lead Veterinary Client Service Representative

Fairfax Animal Hospital is a well-established and growing veterinary practice located in Bailey's Crossroads, Virginia. We are dedicated to providing exceptional care to our animal patients and outstanding service to their owners. We are seeking a highly motivated, experienced, and compassionate Lead Veterinary Client Service Representative to join our dedicated team and play a key role in ensuring smooth daily operations and exceptional client experiences.

About Fairfax Animal Hospital

• We are a full-service veterinary hospital committed to providing comprehensive medical, surgical, and dental care for companion animals.
• Our team is passionate about fostering the human-animal bond and providing a welcoming and supportive environment for both pets and their owners.
• We pride ourselves on our commitment to continuing education, utilizing the latest advancements in veterinary medicine.
  
  

Position Summary

The Lead Veterinary Client Service Representative is a vital member of our team, serving as the first point of contact for our clients and providing leadership and support to the front office team. This role requires excellent communication, organizational, and problem-solving skills, as well as a genuine love for animals and a commitment to outstanding customer service. The Lead CSR will oversee daily front office operations, ensuring efficiency, accuracy, and a positive experience for every client.

Requirements

• Client Relations:
• Greet clients warmly and professionally in person and on the phone.
• Answer phone calls promptly and efficiently, scheduling appointments, taking messages, and addressing client inquiries.
• Manage the appointment schedule, ensuring efficient flow and minimizing wait times.
• Check clients in and out, process payments accurately, and handle billing inquiries.
• Maintain accurate client and patient records in our practice management software.
• Handle client complaints and concerns with empathy and professionalism, escalating to the Practice Manager when necessary.
• Provide clear and concise information to clients regarding services, fees, and pet care instructions.
• Build rapport with clients and foster long-term relationships.
• Team Leadership & Support:
• Provide guidance, training, and support to other Client Service Representatives.
• Assist with scheduling and ensuring adequate front office coverage.
• Serve as a point of contact for front office staff questions and concerns.
• Help to maintain a positive and collaborative team environment.
• Assist the Practice Manager with implementing and enforcing front office policies and procedures.
• Participate in team meetings and contribute to process improvement initiatives.
• Administrative & Operational Tasks:
• Manage incoming and outgoing mail and faxes.
• Maintain a clean and organized reception area.
• Monitor and manage office supplies.
• Assist with preparing invoices, estimates, and other financial documents.
• Process prescription refills and communicate with veterinary technicians and doctors.
• Ensure compliance with HIPAA and other relevant regulations.
• Perform other administrative duties as assigned by the Practice Manager
  

Qualifications

• High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
• Minimum of 3 years of experience as a Client Service Representative in a veterinary setting.
• Proven leadership or supervisory experience is highly desirable.
• Excellent verbal and written communication skills.
• Strong organizational and time-management skills with the ability to multitask and prioritize.
• Proficiency in using veterinary practice management software (e.g., [List specific software if applicable]).
• Exceptional customer service skills with a patient and empathetic demeanor.
• Ability to remain calm and professional in a fast-paced environment.
• Strong problem-solving and conflict resolution skills.
• A genuine passion for animals and their well-being.
• Ability to work effectively both independently and as part of a team.
• Basic computer skills, including Microsoft Office Suite (Word, Excel, Outlook).
  
  

Benefits

Competitive salary commensurate with experience.

• Paid time off (PTO) and holidays.
• Health insurance options.
• Dental and vision insurance options.
• Retirement plan with employer matching.
• Continuing education opportunities.
• Employee discounts on pet care.
• Uniform allowance.
• A supportive and collaborative work environment.
  
  

Salary Description

$20-25 per hour