Lead Client Service Representative (Lead CSR)

Lead Client Service Representative (Lead CSR) Peachtree Hills Animal Hospital | Atlanta, GA About the Role: Peachtree Hills Animal Hospital is seeking an experienced, compassionate, and highly organized Lead Client Service Representative (Lead CSR) to join our team. Lead CSR serves as a key leader within our Client Service team, helping ensure exceptional experience for our clients, patients, and team members while supporting the efficient day-to-day operations of the hospital. This position is ideal for someone who thrives in a fast-paced veterinary environment, enjoys developing and supporting others, and takes pride in creating a welcoming, professional, and positive client experience. Lead CSR will serve as a resource for the CSR team, help maintain consistent front-desk standards, and partner closely with hospital leadership and other departments. Key Responsibilities: Team Leadership & Support Serve as a daily resource and point of contact for the Client Service team. Lead by example and model exceptional client service, professionalism, teamwork, and communication. Assist with training, onboarding, and ongoing development of CSRs. Help reinforce hospital policies, procedures, and client service standards. Provide coaching and real-time support to CSRs as needed. Identify opportunities for team improvement and communicate concerns or recommendations to hospital leadership. Help foster a positive, collaborative, and accountable team culture. Assist with scheduling and workflow coordination for the CSR team as assigned. Support leadership with team meetings, training, and department initiatives. Client Experience: Provide warm, compassionate, and professional service to clients in person, over the phone, and through digital communication. Create a welcoming first and last impression for every client and patient. Handle client questions, concerns, and service recovery situations with empathy and professionalism. Help educate clients regarding hospital policies, appointment processes, payment expectations, and available services. Support the team in navigating difficult or emotional client interactions. Promote consistent, high-quality client experience throughout every stage of the visit. Help identify opportunities to improve client satisfaction, retention, and overall engagement. Front Desk & Hospital Operations: Assist with daily front-desk operations and ensure appropriate coverage and workflow. Support appointment scheduling, check-in, check-out, telephone calls, medical record requests, prescription requests, and other CSR responsibilities. Assist with maintaining accurate client and patient information in the practice management system. Help ensure timely communication between CSRs, veterinary technicians, doctors, and hospital leadership. Monitor phone calls, messages, and other client communications to help ensure timely follow-up. Assist with managing appointment flow and identifying scheduling or workflow concerns. Help ensure the reception area and front desk remain organized, professional, and clients ready. Assist with payment collection, estimates, invoices, deposits, and other financial transactions according to hospital procedures. Support compliance with hospital policies related to controlled substances, prescription requests, medical records, and client information. Communication & Collaboration: Maintain strong communication with doctors, veterinary technicians, assistants, CSRs, and hospital leadership. Help facilitate effective communication between the front desk and medical team. Communicate important client concerns, workflow issues, and operational needs to appropriate leadership. Participate in department and hospital-wide meetings and initiatives. Collaborating with other departments leads to promoting efficient patient flow and a positive team environment. Administrative & Leadership Support: Assist the Practice Manager and hospital leadership with projects and operational initiatives. Help monitor department goals and identify opportunities for improvement. Assist with implementing new processes, technology, and workflow changes. Help maintain and update CSR procedures, resources, and training materials. Support hospital initiatives related to client retention, appointment access, patient care, and overall client experience. Perform other duties as assigned. Qualifications Required: Previous veterinary reception/client service experience required. Previous leadership, supervisory, or lead experience strongly preferred. Strong knowledge of veterinary hospital workflows and terminology. Excellent verbal and written communication skills. Exceptional customer service and interpersonal skills. Strong organizational and time-management abilities. Ability to multitask and prioritize effectively in a fast-paced environment. Strong attention to detail and accuracy. Ability to remain calm, professional, and compassionate during challenging situations. Comfortable providing coaching, feedback, and support to team members. Proficiency with computers and practice management software. Ability to work effectively both independently and as part of a team. What We're Looking For: The ideal candidate is someone who: Is naturally welcoming, positive, and approachable. Takes ownership and follows through on responsibilities. Leads by example rather than simply delegating tasks. Is comfortable having difficult conversations while maintaining professionalism and empathy. Enjoy helping others learn and grow. Can balance excellent client service with the operational needs of a busy veterinary hospital. Is proactive and looks for solutions rather than simply identifying problems. Communicate clearly and consistently. Understands the importance of teamwork and accountability. Is passionate about veterinary medicine and provide an exceptional experience for both pets and their people. Physical & Work Environment Requirements: Ability to stand and sit for extended periods. Ability to move throughout a busy veterinary hospital environment. Ability to occasionally lift and carry up to 25 pounds. Ability to work around dogs, cats, and other animals. Ability to work in a fast-paced environment with frequent interruptions and changing priorities. Must be comfortable working with clients who may be experiencing stressful or emotional situations. Benefits: Short Term Disability paid for by employer Complimentary Life Insurance $25,000; with options to purchase additional voluntary benefits for self or family Company Sponsored Employee Assistance Program (Headspace) 401K with 100% company match up to 3% and 50% company match up to 5%, eligible after 6 months of employment Medical Insurance Plans with multiple options Flexible Spending Account or Health Savings Account options United Healthcare Dental Insurance; includes a 100% paid premium option for team members United Healthcare Vision Insurance options Long Term Disability option Progyny-Fertility and Family Building Support (up to $10,000) Team Member Discounts for Pet Care Paid time off inclusive of sick, personal, and vacation Referral Bonus Program DailyPay on Demand Paid employee parking  Why Join Peachtree Hills Animal Hospital? At Peachtree Hills Animal Hospital, we believe that exceptional patient care starts with an exceptional team. Our CSRs play a critical role in creating a positive experience for every client and patient who walks through our doors. As our Lead CSR, you'll have the opportunity to make a meaningful impact not only on the client experience, but also on the development, success, and culture of our Client Service team.