Lead Veterinary Client Service Representative

Twin Cities Animal Rehabilitation & Sports Medicine – North Blaine, Minnesota

We are looking for an experienced veterinary Client Service Representative who is ready to take the next step in their career and grow into a leadership role.

The Lead Client Service Representative (Lead CSR) is a hands on leadership position responsible for helping the front desk run smoothly, supporting and developing the CSR team, providing exceptional client experience, and partnering closely with the Practice Manager and medical team.

We're looking for someone who is dependable, organized, confident, and takes ownership of their work. The right person enjoys helping others, can handle challenging situations professionally, and isn't afraid to step in and solve a problem.

• 1-2 years of veterinary client service experience
• A basic understanding of veterinary terminology
• Strong client service and communication skills
• Experience working in a veterinary practice management system; ezyVet experience is a plus!
• The ability to stay organized and prioritize in a busy environment
• Strong follow-through and attention to detail
• The confidence to provide feedback, address problems, and hold yourself and others accountable
• An interest in training, mentoring, and developing other team members
• The ability to work collaboratively with veterinarians, technicians, assistants, and management

• Help oversee daily front desk workflow and ensure appropriate coverage
• Train, coach, and support CSR team members
• Help onboard and develop new CSRs
• Provide day-to-day feedback and reinforcement of team standards
• Help identify workflow, communication, or performance concerns and bring them to management when needed
• Help create a positive, professional, and accountable team environment
• Lead by example and step in wherever the team needs support

• Provide an exceptional experience for clients from their first phone call through their pet's care
• Serve as a resource for client questions and concerns and work toward appropriate solutions
• Handle challenging client interactions calmly and professionally
• Help ensure consistent communication and follow-through across the CSR team
• Support clients with scheduling, estimates, payments, records, treatment plans, and other front desk needs
• Build relationships with clients

• Help coordinate daily schedules, appointments, and patient flow
• Ensure accurate records, charges, payments, deposits, and invoices
• Assist with client communication, reminders, and follow-up
• Help maintain an organized, welcoming, and professional front desk
• Assist with inventory and ordering of front desk/client supplies
• Help identify inefficiencies and recommend improvements to front desk processes
• Work closely with the Practice Manager and medical team to keep the clinic running efficiently

• Understand and appropriately use basic veterinary terminology
• Develop and maintain knowledge of veterinary rehabilitation terminology, services, and treatment plans
• Understand clinic policies and help ensure they are followed consistently
• Communicate appropriately with the medical team when client questions require medical clarification

This position includes a structured Lead CSR training program designed to help you build the skills and knowledge needed to be successful in the role.

You will begin at the starting hourly rate while completing phase training and demonstrating competency in the position.
Upon successful completion of Lead CSR training, you will move to the Lead CSR pay rate.

Our goal is to invest in the right person and help them grow into a confident, capable leader. We provide opportunities for continued professional development, leadership development, and industry certifications.

• Full-time, hourly position:
• Option of 4-10 hour shifts or 5-8 hour shifts. We are closed weekends

• Competitive hourly pay based on experience
• Structured Lead CSR training and pay progression
• Health, dental, and vision insurance
• Short- and long-term disability insurance
• Life insurance
• Critical illness and accident coverage
• 401(k) with employer match
• PTO and paid holidays
• Paid parental leave
• Employee Assistance Program
• Bi-annual performance-based bonus program
• Professional development and certification opportunities
• Employee pet benefits

• Employee Pet Discounts/Benefits
• 401(k) matching
• Bonus based on…