Lead Customer Service Representative

About the role

Campus Vet Clinic is looking for a personable and skilled Lead Client Service Representative (CSR) to join our team! As the primary point of contact at our clinic, you will play a crucial role in ensuring every client interaction-whether over the phone or in person-results in a positive and memorable impression. Your ability to create a welcoming environment and deliver exceptional service will be key to our success.

• Salary: $26 - $36 per hour depending on experience and education
• Schedule: Full-time, four - five shifts per week 6 (average 30-40 hours/week)
• Location: 1807 Martin Luther King Jr Way, Berkeley, CA 94709

What Our Clients Say

"The vets, vet techs, and staff at Campus Veterinary Clinic have been so kind, thoughtful, and knowledgeable when helping and working with our sweet elderly kitty. They've gone above and beyond to help her, explain things in layman's terms, and been empathetic. Highly recommend them!" Jenna S.

Who You Are

If you have a professional, friendly personality and love to help people and their pets, you will fit right in with our Client Service Team!

The Lead Client Service Representative (Lead CSR) is responsible for managing the front desk operations, supporting a team of CSRs, and ensuring an exceptional client experience from check-in to check-out. This role combines client-facing responsibilities with team leadership, training, and operational oversight. The Lead CSR will collaborate closely with the medical and management teams to ensure smooth day-to-day workflow and optimal client satisfaction.

Key Responsibilities

Team Leadership and Front Desk Oversight

• Lead the CSR team by setting a professional and service-oriented example.
• Support hiring, onboarding, and ongoing training of CSR team members.
• Organize and adjust front desk schedules to maintain adequate coverage.
• Conduct performance feedback, coaching, and role development discussions in partnership with leadership.
• Identify opportunities to improve workflows and implement process enhancements.

Client Communication and Scheduling

• Oversee scheduling practices and ensure appointments are booked efficiently across providers.
• Respond to and resolve complex client concerns or complaints.
• Ensure timely and professional communication via phone, email, and digital tools.
• Reinforce and audit appointment reminder, confirmation, and follow-up systems.

Client Relations and Service Delivery

• Welcome clients and their pets warmly, ensuring a positive and consistent experience.
• Triage inquiries and ensure accurate handoff of medical concerns to clinical staff.
• Promote practice services, wellness plans, and active campaigns to increase client engagement.
• Manage service recovery when needed, addressing concerns with empathy and professionalism.

Technology and Information Management

• Maintain accurate and complete patient and client records in the practice management system.
• Oversee CSR handling of billing transactions, payment plans, and insurance processing.
• Ensure records are up-to-date and documentation standards are met.

Support of Clinical and Practice Operations

• Provide accurate post-visit instructions to clients and ensure discharge protocols are followed.
• Support inventory communication, online product education, and client navigation of virtual tools.
• Assist in maintaining cleanliness and organization of the reception area and shared spaces.

Qualifications

• High school diploma or equivalent required; additional training in management or healthcare administration preferred.
• Minimum 2 years in a veterinary or medical CSR role; 1 year of team leadership experience strongly preferred.
• Exceptional communication and interpersonal skills.
• Technologically proficient and comfortable with practice management software and digital communication tools.
• Demonstrated ability to multitask and perform in a fast-paced, client-facing environment.

Working Conditions

• Must be able to lift up to 40 pounds and perform physical tasks as needed.
• Requires consistent use of a computer and telephone system.

Additional information

At AmeriVet, we're committed to your growth, development, well-being, and success. We empower team members with the resources, support, and opportunities needed to thrive in their careers and make a lasting impact in our communities.

Here's what you can expect when you join our team

• Tailored development programs, mentorship, and career pathing to help you achieve your unique goals.
• Competitive pay, performance bonuses, 401(k) matching, and student loan assistance to foster your financial well-being.
• Health, dental, vision, life insurance, and mental health resources to support your overall well-being.
• Generous paid time off and holidays, because your personal time matters.
• A supportive, collaborative environment where everyone feels a sense of belonging.

Please note: Any Benefits listed above apply to full-time employees.

At AmeriVet, your unique skills and passion are celebrated, and every team member has the tools to thrive. Our people-focused approach is centered on helping you grow in your career while making a meaningful impact on the communities we serve.