CSR Supervisor - Companion Animal Clinic

Companion Animal Clinic•Blacksburg, VA

1d•Onsite

About The Position

The Lead Client Service Representative (Lead CSR) is the primary point of contact for the hospital’s front desk operations and helps provide an exceptional client experience from check-in to check-out. Alongside performing standard CSR duties, the Lead CSR provides day-to-day leadership to the client service team, supports consistent service standards and accurate recordkeeping, and coordinates front desk operations with clinical teams. Companion Animal Clinic is a recognized companion-animal and exotic-animal practice in Blacksburg, Virginia. The hospital is an AAHA practice with an established team of veterinarians and LVTs, a “No Poke Program,” surgical and dental suites, dental x-ray, digital radiography, ultrasound, and medical and vacation boarding.

Requirements

High school diploma or equivalent.
At least 3 years of veterinary client service or related experience.
Strong communication, organizational, and problem-solving skills.
Ability to lead by example and foster a positive, team-oriented work environment.
Proficiency in veterinary practice management software, Microsoft Office, and basic scheduling and billing systems.
Ability to handle sensitive and emotionally charged situations professionally and empathetically.
Ability to lift and carry up to 50 pounds and safely handle animals up to 130 pounds.
Comfort with sitting, standing, walking, bending, and kneeling for extended periods throughout the workday.
Professional, neat appearance consistent with hospital standards.
Ability to work a flexible schedule and be available for scheduling during all hours the practice is open.

Nice To Haves

Prior leadership or training experience.

Responsibilities

Model and reinforce exceptional client service through professional, empathetic, and responsive communication.
Resolve escalated client issues promptly and professionally while supporting team accountability.
Coordinate patient flow with technicians and doctors, ensuring timely and accurate information sharing.
Maintain a welcoming and organized reception area.
Guide and support CSRs in consistent service delivery and adherence to hospital protocols.
Assist with hiring, onboarding, training, and mentoring new team members.
Serve as a role model and first point of contact for team questions and support.
Collaborate with the Practice Manager on staff scheduling, coverage, and performance feedback.
Oversee appointment scheduling accuracy, patient record updates, and charge capture.
Maintain client communication standards across phone, email, and written correspondence.
Ensure accurate financial transactions, deposits, and end-of-day report reconciliation.
Support inventory management, over-the-counter product sales, and prescription processing.
Work with the Practice Manager to identify improvements to front desk workflows, communication, and client satisfaction.
Support hospital initiatives and events, including wellness campaigns and client education.
Maintain compliance with safety, confidentiality, and patient care protocols.
Perform standard CSR duties as needed and other duties assigned by the Practice Manager.