Lead Veterinary Customer Service Representative

Lead Veterinary Customer Service Representative

Hopewell Junction, NY

Hudson Highlands Veterinary Medical Group

Are you a natural leader who thrives in a fast-paced environment and loves building strong relationships with clients and teammates? Hudson Highlands Veterinary Medical Group is seeking a Lead CSR to help guide our client service team, support hospital operations, and ensure an exceptional experience for our clients and patients. The Lead CSR serves as both a leader and mentor for the Client Service Representative team, helping to create a culture of exceptional customer service, accountability, and continuous improvement.

This role is responsible for developing staff, elevating client experience, and ensuring the front office consistently operates at the highest level.

As you join our mission to provide the most comprehensive and personalized care for our highly-valued clients and their pets in a warm and welcoming state‑of‑the‑art facility, expect to be supported in your work and home life with:

• All the benefits you deserve—medical, dental, vision, and retirement.
• Paid time off. Take the time you need to recharge.
• Employee pet discount because we know your pets are family, too.
• 401(k) with a generous company match to help you invest in your future while you care for pets today.
• Employee referral bonus. Earn $1,000 when you refer a new team member to one of our 180+ partner hospitals across the country.

Salary: $25.00 per hour, determined by the candidate's skills, experience, and qualifications.

Schedule: This is a full-time position. Monday - Friday and occasional Saturday mornings.

• Lead the ongoing training, coaching, and development of the Client Service Representative (CSR) team.
• Create and maintain training resources, workflows, and best practices to support staff success.
• Monitor team performance and provide regular feedback, mentorship, and accountability.
• Foster a culture of continuous improvement by identifying opportunities to elevate client service and operational efficiency.
• Champion a high standard of customer service, professionalism, and communication throughout every client interaction that reflects the hospital's standards and values.
• Work proactively to improve client satisfaction, strengthen client relationships, and support client retention efforts.
• Identify training opportunities and implement initiatives that help the team continuously grow and develop their skills.
• Assist with hiring, onboarding, training, and performance management.
• Create and manage staff schedules to ensure smooth daily operations.
• Foster a positive, collaborative, and accountable team culture.
• Address client concerns with professionalism, empathy, and problem-solving skills.
• Support client retention initiatives and help grow the practice.
• Oversee appointment scheduling, medical record management, and front office workflows.
• Manage billing, payments, invoicing, and account reconciliation as needed.
• Ensure compliance with hospital policies, procedures, and applicable regulations.
• Maintain a clean, organized, and welcoming front office environment.
• Assist with community outreach, educational events, and hospital initiatives.
• Collaborate closely with leadership to support hospital goals and initiatives.

• Previous supervisory, management, or leadership experience.
• Veterinary, medical, or healthcare office experience preferred.
• Strong customer service and conflict‑resolution skills.
• Excellent communication, organization, and multitasking abilities.
• Ability to lead by example and motivate a team.
• Experience with scheduling, billing, and administrative systems.
• Strong attention to detail and commitment to accuracy.
• Ability to remain calm and professional in a busy environment.
• A positive attitude, strong work ethic, and collaborative approach.

• High school diploma or equivalent required.
• Additional education in business management, veterinary technology, or a related field is a plus.
• Experience with veterinary practice management software is preferred but not required.

• Ability to lift up to 50 pounds independently and more with team…