Lead Customer Service Representative

Lead Client Service Representative

Campus Vet Clinic is looking for a personable and skilled Lead Client Service Representative (CSR) to join our team! As the primary point of contact at our clinic, you will play a crucial role in ensuring every client interaction—whether over the phone or in person—results in a positive and memorable impression. Your ability to create a welcoming environment and deliver exceptional service will be key to our success.

Salary: $26 – $36 per hour depending on experience and education

Schedule:

Full-time, four - five shifts per week 6 (average 30-40 hours/week)

Location:

1807 Martin Luther King Jr Way, Berkeley, CA 94709

Campus Vet Clinic is a team-focused, fun place to work and care for all the furry friends. We are a full-service veterinary clinic proudly serving Berkeley, Albany, El Cerrito, Oakland, Richmond, and the surrounding communities since 1969.

"The vets, vet techs, and staff at Campus Veterinary Clinic have been so kind, thoughtful, and knowledgeable when helping and working with our sweet elderly kitty. They've gone above and beyond to help her, explain things in layman's terms, and been empathetic. Highly recommend them!" Jenna S.

If you have a professional, friendly personality and love to help people and their pets, you will fit right in with our Client Service Team!

The Lead Client Service Representative (Lead CSR) is responsible for managing the front desk operations, supporting a team of CSRs, and ensuring an exceptional client experience from check-in to check-out. This role combines client-facing responsibilities with team leadership, training, and operational oversight. The Lead CSR will collaborate closely with the medical and management teams to ensure smooth day-to-day workflow and optimal client satisfaction.

Team Leadership and Front Desk Oversight

• Lead the CSR team by setting a professional and service-oriented example.

• Support hiring, onboarding, and ongoing training of CSR team members.

• Organize and adjust front desk schedules to maintain adequate coverage.

• Conduct performance feedback, coaching, and role development discussions in partnership with leadership.

• Identify opportunities to improve workflows and implement process enhancements.

Client Communication and Scheduling

• Oversee scheduling practices and ensure appointments are booked efficiently across providers.

• Respond to and resolve complex client concerns or complaints.

• Ensure timely and professional communication via phone, email, and digital tools.

• Reinforce and audit appointment reminder, confirmation, and follow-up systems.

Client Relations and Service Delivery

• Welcome clients and their pets warmly, ensuring a positive and consistent experience.

• Triage inquiries and ensure accurate handoff of medical concerns to clinical staff.

• Promote practice services, wellness plans, and active campaigns to increase client engagement.

• Manage service recovery when needed, addressing concerns with empathy and professionalism.

Technology and Information Management

• Maintain accurate and complete patient and client records in the practice management system.

• Oversee CSR handling of billing transactions, payment plans, and insurance processing.

• Ensure records are up-to-date and documentation standards are met.

Support of Clinical and Practice Operations

• Provide accurate post-visit instructions to clients and ensure discharge protocols are followed.

• Support inventory communication, online product education, and client navigation of virtual tools.

• Assist in maintaining cleanliness and organization of the reception area and shared spaces.

Qualifications

• High school diploma or equivalent required; additional training in management or healthcare administration…