Lead Client Service Representative - Internal

Position: Lead Client Service Representative - Internal Posting
Future Opening:
Lead Client Service Representative - Internal Posting

• Free uniforms
• Opportunity for advancement
• Paid time off
• Vision insurance
• 401(k)
• 401(k) matching

Allied Veterinary Specialists (AVS)

We are excited to announce an internal opportunity for a team member to step into the role of Lead Client Service Representative (CSR).

This position is ideal for someone who is passionate about exceptional client service, enjoys supporting and developing others, and is ready to take on additional leadership responsibilities while remaining actively involved in the day-to-day operations of the front desk.

As a Lead CSR
, you will work closely with hospital leadership, doctors, technicians, and the CSR team to help create a consistent, organized, and welcoming client experience. You will serve as a resource for the team, help maintain communication and workflow standards, and support smooth coordination between our clients and clinical departments.

In addition to your regular CSR responsibilities, the Lead CSR will:

• Serve as a primary resource and support person for the CSR team
• Help coordinate daily front desk workflow, responsibilities, and coverage
• Support efficient communication between clients, referring veterinarians, doctors, technicians, and hospital departments
• Help maintain consistency with scheduling, check-in, check-out, deposits, estimates, payments, and discharge workflows
• Assist with managing incoming calls, client concerns, emergencies, and high-volume periods
• Help ensure client communications and medical messages are documented accurately and routed appropriately
• Assist with training, mentoring, and onboarding new and existing CSR team members
• Provide hands‑on coaching and identify areas where additional training may be beneficial
• Help reinforce established hospital policies, procedures, and client service standards
• Support appropriate scheduling of Emergency and Specialty appointments based on hospital protocols
• Help maintain accurate client and patient information within the hospital's systems
• Assist the team with difficult or emotionally sensitive client interactions when additional support is needed
• Help resolve workflow concerns before they negatively impact the client or patient experience
• Facilitate strong communication between CSR, Surgery, Internal Medicine, ECC/ICU, and hospital leadership
• Identify opportunities to improve efficiency and collaborate with management on solutions
  
  Lead by example through professionalism, accountability, reliability, teamwork, and compassion
• Create an environment where team members feel comfortable asking questions, requesting assistance, and continuing to learn

Delivering an Exceptional Client Experience