Lead Client Care Representative

Job Description

Job Description

Overview

As a full-time Lead Client Care Representative , you'll serve as the welcoming face and front-line leader of our veterinary practice. In this key role, you'll create exceptional first impressions for our clients while guiding and supporting our Client Care team to deliver outstanding service every day.

You'll be the compassionate bridge between our clients and their pets' care, helping pet parents navigate appointments, answering questions, and ensuring a seamless reception experience. As the lead for our Client Care team, you'll provide coaching, training, and day-to-day support, helping maintain efficient front desk operations, consistent service standards, and a positive, collaborative work environment. This role combines your leadership skills, organizational abilities, and genuine love for animals to help our team provide exceptional veterinary care and an outstanding client experience.

Responsibilities

• Creating Exceptional First Impressions: You'll warmly greet clients and their pets, making them feel welcome and valued from the moment they contact our practice.
• Leading the Client Care Team: You'll provide day-to-day guidance, mentorship, and support to our Client Care Representatives, fostering a collaborative, positive environment while promoting exceptional client service, accountability, and continuous growth.
• Communication Excellence: You'll skillfully manage multi-line phone systems, gather and document important information accurately, and convey pet care instructions clearly and compassionately.
• Appointment Wizard: You'll masterfully schedule, confirm, and manage appointments while efficiently handling check-ins and check-outs with proper documentation.
• Team Coordination: You'll oversee daily Client Care operations by coordinating patient flow, ensuring schedules and medical records are accurate and prepared, and partnering with the veterinary team to keep the hospital running efficiently while supporting your teammates throughout the day.
• Professional Environment: You'll maintain an inviting, clean, and organized reception area that helps create a positive experience for clients and their pets.

Qualifications

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.