Lead Client Service Representative; CSR

Ridgetop Animal Hospital is seeking a motivated, compassionate, and experienced Lead Client Service Representative (CSR) to join our team. This leadership role is ideal for someone who excels in customer service, thrives in a fast‑paced environment, and is passionate about creating exceptional experiences for both clients and their pets.

As the first point of contact for our hospital, our CSRs play a vital role in delivering outstanding service. The Lead CSR will support daily front desk operations, mentor team members, and ensure efficiency, professionalism, and consistency in every client interaction.

Ridgetop Animal Hospital is a full‑service, 6 doctor, AAHA‑accredited veterinary hospital dedicated to providing high‑quality medicine and compassionate care. We pride ourselves on fostering a collaborative, supportive, and positive workplace culture where team members are empowered to grow and succeed.

• Lead and support the Client Service Representative team in daily operations.
• Provide exceptional client service and set the standard for professionalism and empathy.
• Oversee front desk workflow, including scheduling, patient check‑in/check‑out, and financial transactions.
• Train, mentor, and onboard new CSR team members.
• Assist in creating and maintaining standard operating procedures (SOPs).
• Ensure accuracy in medical records, estimates, and invoices.
• Address client concerns with professionalism and resolve issues effectively.
• Collaborate with hospital leadership to improve efficiency and client satisfaction.
• Monitor schedules to optimize appointment flow and maximize hospital productivity.
• Support hospital initiatives, promotions, and client communication strategies.
• Maintain a clean, organized, and welcoming reception area.

• Minimum of 3 years of customer service experience in a veterinary or medical setting required.
• Previous leadership or supervisory experience preferred.
• Strong communication, organizational, and problem‑solving skills.
• Ability to multitask and remain composed in a fast‑paced environment.
• Proficiency with veterinary practice management software (Avimark experience is a plus).
• Financial and administrative experience, including handling payments and estimates.
• A positive attitude with a passion for teamwork and client care.
• High school diploma or equivalent required.

• Experience in an AAHA‑accredited veterinary hospital.
• Familiarity with AllyDVM, Vetstoria, or similar communication platforms.
• Strong conflict resolution and team development skills.
• Commitment to continuous improvement and leadership growth.

Hourly Structure

• Base hourly rate of $26-$30 DOE
• Eligible for periodic bonus (where applicable)
• Medical, Vision, and Dental Insurance
• 401(k) matching
• Health Savings Account (HSA)
• Paid Time Off
• Employee Discounts
• Continuing Education and Leadership Development Opportunities

At Ridgetop Animal Hospital, we live by the following principles:

• We Are Better as One
• We Care About Results
• We Lead with Compassion
• We Do the Right Thing

NVA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.