Lead Client Service Representative

VCA Animal Hospitals • Lockport, IL

7d

About The Position

VCA All Pets is a two-doctor veterinary practice offering preventive medicine, surgery, dentistry, diagnostics, and client service, along with supervised doggy daycare and related pet services. The Lead Client Service Representative helps set the tone for the practice and build clients’ trust and confidence. This role supports doctors, technicians, the hospital’s client service areas, and doggy daycare while helping provide a positive experience for pets and their families.

The lead supports front-office operations and workflow, helps maintain consistent policies and procedures, and assists the Hospital Manager with daily operations. The role also supports the development of Client Service team members through training, coaching, mentoring, and performance feedback; assists with client concerns and operational reporting; and helps keep the front office and hospital facility organized, clean, and efficient. The position requires flexibility to support hospital coverage needs, including weekdays and rotating Saturdays.

Requirements

• Excellent knowledge of client service and communication center operations.
• Strong organizational skills and attention to detail.
• Strong client relations and interpersonal skills.
• Excellent oral and written communication skills.
• Intermediate to expert computer skills.
• Strong leadership and team-support skills.
• Ability to coach, mentor, and support team members.
• Ability to work independently and as part of a team.
• Strong client service background.
• Ability to handle multiple priorities in a fast-paced environment.
• Ability to lift up to 40 pounds.
• Flexibility to support hospital coverage needs, including weekend availability.
• Minimum of 2 years of client service experience preferred.
• Minimum of 2 years of veterinary experience preferred.

Nice To Haves

• Previous leadership or supervisory experience.

Responsibilities

• Support day-to-day operations of the client service areas and maintain relationships throughout the hospital and doggy daycare.
• Assist with interviewing, training, coaching, developing, mentoring, and supporting Client Service team members.
• Provide on-the-job training to develop team members’ skills and reinforce client service standards.
• Assist the Hospital Manager with daily hospital operations.
• Support front-office workflow and consistent execution of policies, procedures, and protocols.
• Help resolve client concerns and communicate trends or opportunities to hospital leadership.
• Identify potential problems, workflow concerns, and client service needs, and recommend solutions to leadership.
• Use sound judgment when making decisions in the interests of the hospital, clients, and patients.
• Coach and support team members while encouraging accountability and teamwork.
• Assist with performance feedback and development conversations for Client Service team members.
• Help maintain reporting tools and operational resources that support business goals.
• Support accurate communication of financial information to clients and medical team members.
• Act as a liaison between Client Service and other departments.
• Help maintain a positive, organized, and efficient front-office environment.
• Model professionalism, accountability, teamwork, and exceptional customer service.
• Help maintain the hospital, including removing animal waste and keeping the facility neat and clean inside and outside.
• Provide coverage as needed, including Monday through Friday and rotating Saturdays.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Paid vacation and sick days
• 401(k)
• Employee pet discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed