Senior Client Service Representative

VetnCare•El Dorado Hills, CA

19d•$28 - $30

About The Position

In a 24/7 emergency hospital, the Client Services team is often the first and last interaction a pet owner has with our hospital. The Client Services Lead ensures that every client feels supported, informed, and cared for—while helping the hospital operate smoothly during even the busiest shifts.

Requirements

3+ years of client service experience, ideally in a veterinary or healthcare environment
Demonstrated ability to lead and develop a team
Strong experience working as a high-performing Client Services Representative in a fast-paced environment
Comfortable managing high client volumes and emotionally charged situations
Strong communication and problem-solving skills
Highly organized with the ability to manage competing priorities
Calm and composed under pressure
Natural leader who supports and motivates teams
Empathetic communicator with strong emotional intelligence
Detail-oriented and highly reliable
Passionate about delivering an exceptional client experience

Nice To Haves

Veterinary hospital experience (especially emergency or urgent care settings)
Previous experience as a Lead Client Service Representative, Client Service Supervisor, or Front Desk Manager
Experience implementing training, service standards, or workflow improvements
Familiarity with veterinary practice management software

Responsibilities

Front Desk Operations
Answering incoming calls and assisting clients with scheduling, inquiries, and emergency triage communication
Greeting clients and checking in patients in a professional and compassionate manner
Managing appointment scheduling and coordinating with the clinical team
Processing payments, invoices, and client estimates
Supporting discharge and checkout processes
Assisting with high client volumes during busy periods
Modelling excellent communication and service standards for the client services team
Client Service Team Leadership
Lead, support, and develop the client services team across shifts in a high-volume 24/7 hospital
Set clear expectations for service standards, professionalism, and teamwork
Provide real-time guidance during busy periods and support the team with difficult client situations
Ensure consistent coverage and coordination across day, evening, and weekend shifts
Act as the primary escalation point for client service concerns
Training & Development
Own onboarding and training for new team colleagues, including:
Phone handling and triage communication
Scheduling and workflow coordination
Client communication and service recovery
Payment processing and financial conversations
PIMS training
Provide ongoing coaching and performance feedback
Identify development opportunities and support the growth of the team
Maintain training materials and SOPs to ensure consistency across shifts
Client Journey & Experience
Lead initiatives to enhance the end-to-end client experience, including:
Phone interactions and appointment booking
Emergency intake and expectation-setting
Wait-time communication and updates
Checkout and discharge processes
Manage client concerns and complaints professionally and empathetically
Monitor client feedback and identify opportunities to improve service standards
Operational Excellence
Support efficient patient flow through effective scheduling and communication with clinical teams
Ensure accuracy and consistency in:
Client records and communication
Estimates, invoicing, and payment collection
Appointment management
Identify workflow improvements that help the front desk run smoothly in a busy environment
Work closely with hospital leadership to support operational performance and team culture

Benefits

401(k) with 100% company match up to 4%
Generous discounts on care for multiple pets
Comprehensive medical (virtual care included), dental, and vision insurance to support your health while you care for theirs
Health and Dependent Care FSA/HSA accounts to maximize your tax savings and healthcare flexibility
Employer-paid life and AD&D insurance to protect what matters most
Short-term and long-term disability coverage to protect your income if life throws you a curveball.
Comprehensive Employee Assistance Program providing free mental health counseling, legal and financial consultations, and family support services available 24/7 for you and your loved ones.
Paid time off, sick leave, and paid holidays to support your work-life balance
Consistent growth opportunities to advance your career
Annual engagement surveys so your voice shapes our workplace culture and policies