Veterinary Client Service Representative-Lead

Full-time

At Lyndhurst Animal Clinic, a Thrive Pet Healthcare Partner, wehave proudly served Lyndhurst, Ohio, and the surrounding area for more than 35 years. We are committed to providing the best care for our clients and their pets. We also care for our community and regularly participate in local events like Jog for Dogs and a hospital-supported charity fund for pets in need.

Our staff is fear-free certified and committed to practicing modern veterinary medicine.

We provide medical, surgical, and dental care, with a focus on Fear free protocols and a collaborative culture that values learning, compassion, and work‑life balance.

Lyndhurst Animal Clinic is now hiring a full-iime Lead Client Service Representative for our AMAZING team!

The Lead Client Service Representative is responsible for cultivating a productive work environment and maintaining a safe, neutral atmosphere for clients and patients through the application of the hospital’s core values.

Lead CSR provides daily operational leadership and guidance to the reception team while working under the direction of the Practice Manager.

The

Lead CSR may assist with coaching, workflow assignments, training, and resolving routine client concerns. Formal disciplinary actions, employee performance decisions, policy exceptions, and significant operational changes remain the responsibility of the Practice Manager or designated hospital leadership.

• Previous customer service experience required; veterinary or medical reception experience strongly preferred.
• Prior leadership, training, or supervisory experience preferred.
• Strong communication, organizational, and multitasking skills.
• Ability to remain calm, professional, and solutions-oriented in stressful situations.
• Excellent conflict resolution skills and sound judgment.
• Ability to prioritize tasks and delegate responsibilities effectively.
• Strong attention to detail and commitment to accuracy.
• Proficiency with computers and practice management software;
  Vetspire experience preferred.
• Ability to work collaboratively with a variety of personalities
• Dependable, self motivated, and comfortable taking initiative.

• Serve as the primary resource and support for CSRs regarding daily workflows, scheduling, client concerns, and hospital procedures.
• Lead by example and promote professionalism, teamwork, accountability, and positive communication.
• Assist with onboarding, training, coaching, and ongoing development of CSRs.
• Ensure consistent adherence to hospital policies, procedures, workflows, and service standards.
• Oversee daily front desk operations, including scheduling, phone calls, emails, callbacks, medication requests, prescriptions, and outstanding tasks.
• Monitor schedules for accuracy, appropriate appointment types, doctor assignments, gaps, and conflicts.
• Support efficient patient flow and communication between reception, technicians, doctors, and management.
• Provide initial support for client concerns and complaints, using effective communication and conflict resolution; escalated complex issues as appropriate.
• Maintain a welcoming, professional, and compassionate client experience.
• Monitor team accountability and provide real-time coaching, feedback, and guidance.
• Communicate recurring performance, attendance, or policy concerns to the Practice Manager.
• Assist with maintaining training materials, checklists, SOPs, and front desk workflows.
• Identify opportunities for operational improvement and support implementation of new processes and procedures.
• Recognize urgent patient concerns and follow established triage and escalation protocols.
• Assis…