Lead Client Service Representative

We are seeking an experienced Client Services Lead who brings strong emotional intelligence, sound judgment, and a people-first approach to a fast-paced, client-centered practice. This role is ideal for someone who loves working with people, leads by example, and operates as a key partner in supporting both the client experience and front desk team performance. If you are adaptable, highly collaborative, and motivated by developing others while driving results, this role offers an opportunity to make a meaningful impact. The right candidate brings: Self-awareness Solutions-oriented mindset Ability to recognize patterns in client needs and workflow challenges Motivation for change and continuous improvement in both daily operations and team effectiveness Enthusiasm for delivering exceptional client care with a focus on delivering a consistent, high-quality experience, team-wide Energy and excitement for making connections with clients and coworkers in a highly social environment Full-time schedule, benefits and compensation**: This is a full-time position, with availability needed Monday-Friday. We prioritize work-life balance with a 3.5-day workweek and no weekend shifts. Compensation: $20-23 per hour, for each hour worked* Health package: Medical, dental, and vision insurance Life insurance and disability Employee Assistance Program 401k options Paid time off in accordance with site policy and applicable law Personal pet discount Uniform allowance Role Responsibilities Provide day-to-day guidance and support to Client & Patient Coordinators, reinforcing expectations and promoting a positive, accountable team environment Deliver real-time coaching and feedback to support skill development, service consistency, and performance improvement Partner with hospital leadership on team development, performance discussions, and workflow optimization Support daily operations of the front desk, helping ensure efficient workflow and a high standard of client service Monitor key performance indicators and identify trends or gaps, escalating insights and recommendations as appropriate Assist in addressing and resolving client concerns, modeling professionalism, empathy, and effective problem-solving Act as a liaison between the front desk team and leadership, helping to communicate priorities, changes, and expectations clearly Minimum qualifications and skill set: 3+ years of client service experience Previous veterinary experience is highly preferred Experience leading teams Proficiency in the following skills: Leading, training and mentorship Team scheduling Conflict resolution Creating SOPs Implement and execute sales initiatives with a focus on delivering tangible outcomes At Eastown Veterinary Clinic, we're more than just a medical team-we're compassionate professionals dedicated to helping owners and pets make the most of every moment. With a team of 5 doctors and nine fully equipped exam rooms, we're able to provide personalized, high-quality care for every patient. Each day, we work together to deliver comprehensive care-from wellness exams and outpatient services, to advanced dentistry, ultrasonography, and acupuncture-while maintaining high standards of care for every pet and their family. For us, every patient matters, and every visit is an opportunity to make a difference in our community. If you share our values, apply today! #LI-HK1 *To determine specific pay Company will consider the following factors: the applicant's education, training, or experience related to the job position, geographic location where the work is performed, and other relevant factors. **During the process, you may request more information about compensation and benefits for your specific location where the work is performed. Where required under applicable law, WVP provides eligible employees with leave, and similar benefits programs, all in accordance with state and local law. WVP 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, genetic information, or any other protected characteristic under federal, state or local laws. WVP will consider qualified applicants with a criminal history, in a manner consistent with the requirements of applicable state and local laws. Qualified Applicants with disabilities are entitled to reasonable accommodations under applicable state and local law, and the Americans with Disabilities Act. Please contact People Operations, if you need assistance completing the application process.