Lead Client Service Representative

Buckeystown Veterinary Hospital , established in 1989, is a small animal practice located just outside of Frederick, Maryland. We provide comprehensive services that include Wellness and Preventive Care, as well as on-site supportive services include Pet Boarding, professional Grooming services, and Dog Training Classes for every level of skill and handling.

Position Summary:

The Lead Client Service Representative (Lead CSR) serves as the primary point of contact for the hospital’s front desk operations andis responsible for ensuring an exceptional client experience from check-in to check-out. In addition to performing all standard CSR duties, the Lead CSR provides day-to-day leadership to the client service team, ensuring adherence to service standards, accuracy in recordkeeping, and smooth coordination between front desk operations and clinical teams.

Primary Responsibilities:

• Model and reinforce exceptional client service standards through professional, empathetic, and responsive communication.
• Resolve escalated client issues promptly and professionally, ensuring client satisfaction while supporting team accountability.
• Partner with technicians and doctors to coordinate patient flow, ensuringtimelyandaccurateinformation sharing.
• Maintain a welcoming and organized reception area.
• Provide day-to-day guidance and support to CSRs, ensuring consistency in service delivery and adherence to hospital protocols.
• Assistwithhiring,onboarding, training, and mentoring new team members.
• Serve as a role model and first point of contact for team questions and support.
• Collaborate with the Practice Manager on staff scheduling, coverage, and performance feedback.
• Oversee appointment scheduling accuracy, patient record updates, and charge capture to ensure operational efficiency.
• Maintain client communication standards across phone, email, and written correspondence.
• Ensureaccuratefinancial transactions, deposits, and reconciliation of end-of-day reports.
• Support hospital inventory management,over-the-counter product sales, and prescription processing.
• Partner with the Practice Manager toidentifyopportunities to improve front desk workflows, communication, and client satisfaction.
• Support hospital initiatives and events, including wellness campaigns and client education efforts.
• Maintain compliance with all safety, confidentiality, and patient care protocols.
• Perform all standard CSR duties as needed to support hospital operations.
• Other duties as assigned by the Practice Manager.

Qualifications:

• High school diploma or equivalent required.
• Minimum of3years of veterinary client service or related experience required.
• Prior leadership or training experience is strongly preferred.
• Strong communication, organizational, and problem-solving skills.
• Demonstrated ability to lead by example and foster a positive, team-oriented work environment.
• Proficiency in veterinary practice management software, Microsoft Office, and basic scheduling and billing systems.
• Ability to handle sensitive and emotionally charged situations with professionalism and empathy.
• Ability to lift and carry up to 50 pounds and safely handle animals up to 130 pounds.
• Comfortable sitting, standing, walking, bending, and kneeling for extended periods throughout the workday.
• Professional, neat appearance consistent with hospital standards.

Hours:

• Must be able to work a flexible schedule and be available for scheduling during all hours the practice is open to support hospital operations

Compensation and Benefits:

• We offer a comprehensive benefits package that includes medical, dental, and vision coverage. In addition, employees are eligible toparticipatein our
  401(k) retirement plan. Other benefits include paid time off, paidholidaysand access to employeeassistanceprogram.