Client Service Representative - Lead

Veterinary Surgical Centers•Leesburg, VA

7d•Onsite

About The Position

Veterinary Surgical Centers (VSC) in Leesburg, VA is seeking a Lead Client Service Representative (Lead CSR) to serve as both a frontline client service professional and a day-to-day leader for our Client Service team. At our Rarebreed clinic, you can help reimagine the veterinary experience in your community. This role is ideal for an experienced CSR who enjoys mentoring others, leading by example, and helping create a positive, organized, and welcoming hospital environment. Under the direction of hospital leadership, the Lead CSR supports excellent client service, smooth front-office operations, and team engagement—stepping in as a resource for staff while continuing to provide hands-on client support. Rarebreed Veterinary Partners is a purpose-driven team that places talent first by supporting professionals to thrive in our industry and empowering hospital teams to provide exceptional care for pets and their owners. We pride ourselves on going the extra mile to create exceptional work experience for our hospital teams. We focus on providing our hospitals with the best culture, tools, and support to allow the staff to focus on what they love most: caring for our animal companions. Joining our fun and team-first atmosphere comes with a level of support that’s hard to find anywhere else. Everything we do is with purpose – down to the way we invest in our people and create long overdue change in the industry. We’re hyper-focused on supporting our professionals, so they can focus on bringing the gold standard of medicine to our patients and their families.

Requirements

High school diploma or equivalent
Previous experience as a Client Service Representative in a veterinary or medical setting
Demonstrated leadership skills or experience mentoring/training peers
Strong communication, organization, and problem-solving abilities
Ability to remain calm, kind, and professional in a fast-paced environment
Comfortable juggling multiple priorities while maintaining attention to detail
Flexible schedule, including availability for rotating nights, weekends, and holidays

Responsibilities

Deliver warm, professional client service in person and over the phone
Support accurate patient check-ins, discharges, scheduling, and communications
Help resolve client concerns and escalate appropriately
Maintain a welcoming, organized, and professional front office and lobby
Serve as a visible leader and role model for the Client Service team
Support daily workflow, staffing coverage, and task prioritization
Coach, support, and help train CSR team members
Promote a respectful and collaborative team culture
Communicate team needs, concerns, and feedback to hospital leadership
Step in to support operational decisions when leadership is unavailable, as directed
Collaborate effectively with medical teams and hospital leadership
Ensure hospital policies, procedures, and service standards are followed
Support safety protocols, cleanliness, and overall hospital organization
Participate in hospital meetings, trainings, and initiatives as needed