Lead Veterinary Customer Service Representative

Responsibilities

• As you join our mission to provide the most comprehensive and personalized care for our highly-valued clients and their pets in a warm and welcoming state-of-the-art facility, expect to be supported in your work and home life with:
• All the benefits you deserve-medical, dental, vision, and retirement.
• Paid time off. Take the time you need to recharge.
• Employee pet discount because we know your pets are family, too.
• 401(k) with a generous company match to help you invest in your future while you care for pets today.
• Employee referral bonus. Earn $1,000 when you refer a new team member to one of our 180+ partner hospitals across the country.
• Salary: $25.00 per hour, determined by the candidate's skills, experience, and qualifications.
• Schedule: This is a full-time position. Monday - Friday and occasional Saturday mornings.
• Lead the ongoing training, coaching, and development of the Client Service Representative (CSR) team.
• Create and maintain training resources, workflows, and best practices to support staff success.
• Monitor team performance and provide regular feedback, mentorship, and accountability.
• Foster a culture of continuous improvement by identifying opportunities to elevate client service and operational efficiency.
• Champion a high standard of customer service, professionalism, and communication throughout every client interaction that reflects the hospital's standards and values.
• Work proactively to improve client satisfaction, strengthen client relationships, and support client retention efforts.
• Identify training opportunities and implement initiatives that help the team continuously grow and develop their skills.
• Assist with hiring, onboarding, training, and performance management
• Create and manage staff schedules to ensure smooth daily operations
• Foster a positive, collaborative, and accountable team culture
• Address client concerns with professionalism, empathy, and problem-solving skills
• Support client retention initiatives and help grow the practice
• Oversee appointment scheduling, medical record management, and front office workflows
• Manage billing, payments, invoicing, and account reconciliation as needed
• Ensure compliance with hospital policies, procedures, and applicable regulations
• Maintain a clean, organized, and welcoming front office environment
• Assist with community outreach, educational events, and hospital initiatives
• Collaborate closely with leadership to support hospital goals and initiatives

Requirements

• Previous supervisory, management, or leadership experience
• Veterinary, medical, or healthcare office experience preferred
• Strong customer service and conflict-resolution skills
• Excellent communication, organization, and multitasking abilities
• Ability to lead by example and motivate a team
• Experience with scheduling, billing, and administrative systems
• Strong attention to detail and commitment to accuracy
• Ability to remain calm and professional in a busy environment
• A positive attitude, strong work ethic, and collaborative approach
• High school diploma or equivalent required
• Additional education in business management, veterinary technology, or a related field is a plus
• Experience with veterinary practice management software is preferred but not required
• Physical Requirements
• Ability to lift up to 50 pounds independently and more with team assistance
• Ability to stand, sit, bend, squat, and move throughout the workday as needed
• About Hudson Highlands Veterinary Medical Group

Benefits

Additional Information

Lead Veterinary Customer Service Representative Hudson Highlands Veterinary Medical Group Are you a natural leader who thrives in a fast-paced environment and loves building strong relationships with clients and teammates? Hudson Highlands Veterinary Medical Group is seeking a Lead CSR to help guide our client service team, support hospital operations, and ensure an exceptional experience for our clients and patients. The Lead CSR serves as both a leader and mentor for the Client Service Representative team, helping to create a culture of exceptional customer service, accountability, and continuous improvement. This role is responsible for developing staff, elevating client experience, and ensuring the front office consistently operates at the highest level.

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