Lead Client Service Representative

GoodVets • Nashville, TN

1d • Onsite

About The Position

GoodVets is a nationwide network of modern animal hospitals, co-owned with local veterinarians who are passionate about delivering gold-standard care. We sit at the intersection of quality-first medicine and people-first culture, providing a supportive, growth-minded environment for our teams—and unparalleled service for today's pet parents. As a Lead Client Service Representative (CSR), you are the first and last impression for every client who walks through our doors. You’ll set the tone for the entire visit by creating a welcoming and supportive experience for pet owners and their companions. From managing phone calls and appointments to facilitating check-ins and check-outs, you’ll ensure every interaction reflects our values of warmth, professionalism, and empathy. Lead Client Service Representatives are also responsible for training and mentoring other members of the clinic's CSR staff team. This is more than a front-desk role—it’s a critical position that shapes the client experience and supports the success of the hospital as a whole.

Requirements

• Strong communication and interpersonal skills
• Comfort working in a fast-paced environment with multiple priorities
• Familiarity with Windows-based systems and practice management software (or a willingness to learn)
• A positive, team-first attitude and a passion for creating a welcoming environment
• Availability to work evenings and weekends

Nice To Haves

• Previous veterinary or medical front-desk experience

Responsibilities

• Deliver elevated customer service with warmth, empathy, and professionalism
• Greet clients and manage the check-in/check-out process with efficiency and care
• Answer and triage phone calls using a multi-line system
• Schedule appointments, procedures, and follow-ups in coordination with the clinical team
• Process payments and ensure accurate invoicing
• Monitor the flow of patients and clients throughout the day
• Maintain a clean and organized reception and lobby area
• Communicate effectively with doctors, technicians, and managers to ensure smooth operations
• Assist emotionally stressed clients with compassion and clarity
• Support occasional light administrative and cleaning duties as needed
• Training and mentoring other members of the clinic's CSR staff team

Benefits

• Medical, dental, and vision insurance
• Flexible spending options
• Disability coverage
• 401(k) with a Company Match
• Generous Paid Time Off: Paid holidays, vacation days, and personal time
• Employee Discounts on veterinary care and products

What This Job Offers

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