Client Services Lead

Keystone Veterinary Care, located in State College, PA, 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. This will be a leadership role, requiring applicant to be confident and capable of leading a team.

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, a clean and welcoming environment, and consistency in every client interaction.

The position is full time (Monday – Friday), with no weekend hours. The schedule will be based on hospital needs and requirements. Compensation will be determined based on experience.

• 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 2 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.

• Familiarity with AllyDVM, Vetstoria, or similar communication platforms.
• Strong conflict resolution and team development skills.
• Commitment to continuous improvement and leadership growth.

• Medical, Vision, and Dental Insurance
• 401(k) matching
• Health Savings Account (HSA)
• Paid Time Off
• Employee Discounts
• Uniform Allowances
• Continuing Education and Leadership Development Opportunities

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

Submit your resume and cover letter to join our exceptional team at Keystone Veterinary Care.

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.