Description

Lead Client Service Representative

Full-time

New Braunfels, TX

The Lead Client Service Representative (CSR) is responsible for overseeing the daily operations of the front desk and client service team at Thrive New Braunfels and CanyonVet New Braunfels, ensuring excellent client experience, smooth communication between departments, and consistent adherence to hospital and company protocols. This role combines leadership and mentorship with direct client service responsibilities, supporting the hospital’s mission to deliver high-quality veterinary care with compassion and efficiency. The Lead CSR will report to the Practice Manager.

Key Responsibilities:

Include but are not limited to:

Leadership & Supervision

• Provide day-to-day oversight and direction for the CSR team, including scheduling, delegation of tasks, and coverage planning.
• Train, mentor, and coach new and existing CSRs on communication standards, software use, payment processing, and client service best practices.
• Monitor performance, give constructive feedback, and escalate concerns to management when necessary.
• Assist with hiring, onboarding, and performance reviews of CSRs in collaboration with hospital management.

Client Service Excellence

• Serve as the first point of escalation for client concerns, ensuring issues are resolved promptly and professionally.
• Model best practices in client interactions, including phone etiquette, appointment scheduling, check-in/check-out processes, and handling sensitive client situations.
• Ensure consistent communication of medical recommendations, hospital policies, and financial policies.
• Promote preventive care plans, promotions, and hospital services to support client education and compliance.

Operational Support

• Oversee accuracy of client accounts, invoices, and payment processing.
• Ensure reception area and lobby are clean, welcoming, and efficiently organized.
• Maintain CSR training manuals, checklists, and SOPs in collaboration with hospital leadership.
• Track and report on key front desk metrics (call volume, client wait times, appointment fill rates, MIA calls, etc.).
• Support communication flow between doctors, technicians, and CSRs to ensure seamless client and patient care.

Qualifications:

• Must have veterinary front desk/CSR experience
• Leadership experience is required
• Excellent interpersonal, communication, and problem-solving skills
• Ability to remain calm and professional in a fast-paced environment
• Proficient in veterinary software
• Highschool diploma or equivalent required
• Passion for animals and strong understanding of veterinary services and terminology

Benefits: We offer incredible benefits including medical, dental, vision, PTO, matching 401(k), paid parental leave, generous pet discounts, and much more!