Client Service Representative- Lead, CASE

Client Service Representative - Lead

We are seeking an enthusiastic Customer Service Representative - Lead to join our dynamic team and ensure that every client receives the best experience possible. If you thrive in a client‑centric environment and are ready to make a significant impact, we want to hear from you!

As the Customer Service Representative - Lead, you will play a pivotal role in shaping the client’s journey. You will partner closely with our Hospital Director and department leaders to ensure a seamless and exceptional client experience. This role requires a strategic thinker who can lead a team, drive improvements, and enhance client satisfaction.

• Boulder, CO

• Full Time
• Monday - Friday
• Shifts based on business/client needs

• $22 dollars per hour

• Supervise day‑to‑day work activities and maintain consistent operating procedures.
• Work with Ezyvet, Smart Flow, and phone support teams for any client experience‑related issues.
• Support end‑of‑day processing.

• Support operating standards that deliver exceptional client service.
• Analyze client journeys and provide recommendations for improvement.
• Handle client complaints and escalations to achieve mutually beneficial resolutions.
• Partner with internal services for feedback on how the client experience team delivers value.

• Create team member schedules to ensure consistent coverage.
• Provide leadership, motivation, and development to team members, acting as a role model.
• Support training of new team members.

• Innovative Environment:
  Be part of a team that embraces cutting‑edge technology including CT and MRI studies.
• Professional Growth:
  Access continuous learning opportunities and expand your skill set with ongoing training and development.
• Collaborative Team:
  Work alongside passionate professionals dedicated to providing the highest level of care.
• Impactful Work:
  Make a meaningful impact on the lives of our furry patients and their families every day.

• Exceptional First Impressions:
  Outstanding communication and customer service skills, ensuring clients and referring veterinarians feel valued and supported.
• Adaptability and Multitasking:
  Thrives on multitasking and can navigate unexpected situations with ease.
• Customer Service Excellence:
  Proven ability to build positive relationships and deliver outstanding service.

• High School Diploma or Equivalent
• Passionate about client experience and team development.
• 1 year of experience in the client experience field, preferably in hospitality or client‑centric businesses.
• 1 year in a supervisory/management role preferred.
• High level of emotional intelligence and interpersonal skills.
• Proficiency in Microsoft Office, scheduling software, or veterinary management platforms preferred.
• Fluent English skills (speaking & reading) are required; fluency in additional languages a plus.

• CE Allowance
• Uniform Allowance
• Paid Time Off
• Employee Pet Discount
• 401(k)
• Medical/Dental/Vision
• Disability Insurance
• Life Insurance
• HSA/FSA
• Access to Vet Bloom for RACE‑approved continuing education and training

Colorado Animal Specialty & Emergency (CASE) is a leading provider of specialty and 24‑hour emergency veterinary services in Boulder, CO. Our state‑of‑the‑art, 35,000 sq ft hospital is staffed by experienced medical professionals, including board‑certified specialists dedicated to delivering the highest level of compassionate veterinary care. Our mission is to preserve and enhance the human‑animal bond by offering exceptional service through innovative medicine, community partnerships, and nurturing client relationships.

Ethos Veterinary Health is an Equal Opportunity Employer. The company does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status or any other basis covered by applicable law. All employment is decided based on qualifications, competence, merit, and business need.