Lead Client Service Representative
About The Position
Veterinary Surgical Center in Vienna, VA is looking for a Lead Client Service Representative to be the steady, compassionate anchor of our front desk team. In this role, you'll do more than greet clients, you'll guide your team through the fast pace of a specialty environment, champion seamless operations, and ensure every pet and their person feels like they're in the right place at the right time. VSC is a board-certified specialty referral practice serving the greater DMV area, where some of the most complex cases in the region come through our doors. Our specialists operate at the highest level of veterinary medicine — and the team around them matches that standard every step of the way. The front desk isn't just support staff here; they're an essential part of a high-performing, close-knit team that takes serious pride in the care they deliver together. If you want to do meaningful work alongside people who are genuinely excellent at what they do, VSC is that place.
Requirements
- High school diploma or equivalent
- Previous experience working as a Veterinary Receptionist/CSR is required
- Previous leadership or lead CSR experience required
- Strong organizational, communication, and multitasking skills
- Ability to work efficiently in a fast-paced specialty environment
- Must be a team player and have compassion for pets and their people
Nice To Haves
- Experience with veterinary ezyVet PIMS software preferred
Responsibilities
- Serve as the primary point of contact for CSR team members during shifts
- Provide real-time support and guidance for front desk operations
- Monitor lobby flow, phone volume, and scheduling efficiency
- Support escalated client concerns with professionalism and compassion
- Ensure all clients and patients feel welcomed and supported
- Oversee check-in and discharge processes for accuracy and efficiency
- Audit schedules daily for errors and gaps
- Coordinate communication between medical teams, clients, and front desk staff
- Ensure accurate patient records, documentation, and client information in PIMS
- Oversee invoice accuracy and financial transactions
- Support implementation of workflows and operational improvements
- Train and onboard new CSR team members
- Provide coaching, mentorship, and performance feedback to CSR staff
- Maintain cleanliness and organization of the front desk and lobby areas
- Assist with administrative reporting and daily hospital operations
Benefits
- Medical, dental, and vision insurance
- 401(k) with a total company match up to 4%, after 6 months of employment
- Generous paid time off and flexible scheduling
- Continuing education allowance and professional development support
- Mental Health Resources
- Company paid bonding leave or applicable state provided bonding leave
- Discounts on veterinary services and products
- Savings on reference lab testing
- Discounts on Purina pet foods
- Preferred rates with our pet insurance partner
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
