Lead Client Service Representative; Lead CSR

Lead Client Service Representative (Lead CSR)

Peachtree Hills Animal Hospital | Atlanta, GA

Lead Client Service Representative (Lead CSR)

Peachtree Hills Animal Hospital | Atlanta, GA

Peachtree Hills Animal Hospital is seeking an experienced, compassionate, and highly organized Lead Client Service Representative (Lead CSR) to join our team.

Lead CSR serves as a key leader within our Client Service team, helping ensure exceptional experience for our clients, patients, and team members while supporting the efficient day-to-day operations of the hospital.

This position is ideal for someone who thrives in a fast-paced veterinary environment, enjoys developing and supporting others, and takes pride in creating a welcoming, professional, and positive client experience.

Lead CSR will serve as a resource for the CSR team, help maintain consistent front-desk standards, and partner closely with hospital leadership and other departments.

• Team Leadership & Support
• Serve as a daily resource and point of contact for the Client Service team.
• Lead by example and model exceptional client service, professionalism, teamwork, and communication.
• Assist with training, onboarding, and ongoing development of CSRs.
• Help reinforce hospital policies, procedures, and client service standards.
• Provide coaching and real-time support to CSRs as needed.
• Identify opportunities for team improvement and communicate concerns or recommendations to hospital leadership.
• Help foster a positive, collaborative, and accountable team culture.
• Assist with scheduling and workflow coordination for the CSR team as assigned.
• Support leadership with team meetings, training, and department initiatives.

• Provide warm, compassionate, and professional service to clients in person, over the phone, and through digital communication.
• Create a welcoming first and last impression for every client and patient.
• Handle client questions, concerns, and service recovery situations with empathy and professionalism.
• Help educate clients regarding hospital policies, appointment processes, payment expectations, and available services.
• Support the team in navigating difficult or emotional client interactions.
• Promote consistent, high-quality client experience throughout every stage of the visit.
• Help identify opportunities to improve client satisfaction, retention, and overall engagement.

• Assist with daily front-desk operations and ensure appropriate coverage and workflow.
• Support appointment scheduling, check-in, check-out, telephone calls, medical record requests, prescription requests, and other CSR responsibilities.
• Assist with maintaining accurate client and patient information in the practice management system.
• Help ensure timely communication between CSRs, veterinary technicians, doctors, and hospital leadership.
• Monitor phone calls, messages, and other client communications to help ensure timely follow-up.
• Assist with managing appointment flow and identifying scheduling or workflow concerns.
• Help ensure the reception area and front desk remain organized, professional, and clients ready.
• Assist with payment collection, estimates, invoices, deposits, and other financial transactions according to hospital procedures.
• Support compliance with hospital policies related to controlled substances, prescription requests, medical records, and client information.

• Maintain strong communication with doctors, veterinary technicians, assistants, CSRs, and hospital leadership.
• Help facilitate effective communication between the front desk and medical team. Communicate important client concerns, workflow issues, and operational needs to appropriate leadership.
• Participate…