Lead Client Service Representative - Internal Posting
S. Daytona
Future Opening: Lead Client Service Representative - Internal Posting
Full Time • S. Daytona
Responsive recruiter
Benefits:
- Free uniforms
- Opportunity for advancement
- Paid time off
- Training & development
- Vision insurance
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discounts
Allied Veterinary Specialists (AVS)
We are excited to announce an internal opportunity for a team member to step into the role of Lead Client Service Representative (CSR).
This position is ideal for someone who is passionate about exceptional client service, enjoys supporting and developing others, and is ready to take on additional leadership responsibilities while remaining actively involved in the day-to-day operations of the front desk.
As a Lead CSR, you will work closely with hospital leadership, doctors, technicians, and the CSR team to help create a consistent, organized, and welcoming client experience. You will serve as a resource for the team, help maintain communication and workflow standards, and support smooth coordination between our clients and clinical departments.
✨ What You’ll Do
In addition to your regular CSR responsibilities, the Lead CSR will:
- Serve as a primary resource and support person for the CSR team
- Help coordinate daily front desk workflow, responsibilities, and coverage
- Support efficient communication between clients, referring veterinarians, doctors, technicians, and hospital departments
- Help maintain consistency with scheduling, check-in, check-out, deposits, estimates, payments, and discharge workflows
- Assist with managing incoming calls, client concerns, emergencies, and high-volume periods
- Help ensure client communications and medical messages are documented accurately and routed appropriately
- Assist with training, mentoring, and onboarding new and existing CSR team members
- Provide hands-on coaching and identify areas where additional training may be beneficial
- Help reinforce established hospital policies, procedures, and client service standards
- Support appropriate scheduling of Emergency and Specialty appointments based on hospital protocols
- Help maintain accurate client and patient information within the hospital's systems
- Assist the team with difficult or emotionally sensitive client interactions when additional support is needed
- Help resolve workflow concerns before they negatively impact the client or patient experience
- Facilitate strong communication between CSR, Surgery, Internal Medicine, ECC/ICU, and hospital leadership
- Identify opportunities to improve efficiency and collaborate with management on solutions
- Lead by example through professionalism, accountability, reliability, teamwork, and compassion
- Create an environment where team members feel comfortable asking questions, requesting assistance, and continuing to learn
💙 Delivering an Exceptional Client Experience
At AVS, our Client Service Representatives do much more than answer phones and schedule appointments.
Our clients often contact us during stressful, emotional, and sometimes frightening situations involving their pets. The Lead CSR plays an important role in helping the team provide a calm, compassionate, and professional experience from the client's first phone call through their final interaction with the hospital.
We are looking for a leader who understands how to balance compassion with efficiency, empathy with clear expectations, and excellent customer service with the operational needs of a busy Emergency & Specialty hospital.
🩺 What We're Looking For
The ideal candidate:
- Has strong veterinary client service experience, preferably within an Emergency, Specialty, or high-volume veterinary environment
- Demonstrates excellent verbal and written communication skills
- Provides compassionate and professional service even during challenging client interactions
- Is organized and able to manage multiple priorities in a fast-paced environment
- Understands the importance of accuracy when scheduling appointments, documenting communications, and processing financial transactions
- Communicates effectively with clients, doctors, technicians, fellow CSRs, and leadership
- Enjoys teaching, mentoring, and helping others grow
- Is comfortable providing respectful coaching and reinforcing team expectations
- Takes initiative and looks for solutions rather than waiting to be directed
- Maintains a calm and professional presence during stressful or emotionally charged situations
- Demonstrates reliability, consistency, and attention to detail
- Is comfortable helping navigate client concerns and conflict professionally
- Supports collaboration between departments and understands the importance of continuity of communication
- Represents AVS values through Compassion, Respect, Education, Advancement, and Service
🌟 What Leadership Looks Like at AVS
Being a Lead CSR does not simply mean answering questions or telling others what to do. It means being someone the team can rely on, learn from, and feel comfortable communicating with.
Our Lead CSRs are expected to lead from within the team—stepping in when help is needed, maintaining professionalism during difficult moments, supporting accountability, and helping create solutions.
AVS leaders are expected to incorporate the principles of Nonviolent Communication (NVC) into their everyday leadership.
This means:
- Communicating concerns using clear and objective observations rather than assumptions, accusations, or blame
- Listening to understand another person's perspective before responding
- Asking questions and seeking clarification rather than immediately assuming intent
- Recognizing the needs of the client, patient, team member, and hospital when working through challenges
- Providing feedback privately, respectfully, and constructively whenever possible
- Making clear and reasonable requests when expectations or behaviors need to change
- Addressing concerns directly with the appropriate person rather than allowing frustration, gossip, or resentment to build
- Separating the person from the problem and focusing conversations on behaviors, expectations, and solutions
- Remaining calm and professional when another person is frustrated or emotional
- Helping de-escalate difficult client and team interactions through empathy and clear communication
- Creating an environment where employees feel comfortable asking questions, acknowledging mistakes, and requesting assistance
- Maintaining accountability while treating others with compassion and respect
- Encouraging collaboration and helping the team move toward solutions rather than focusing on blame
A strong Lead CSR understands that how we communicate is just as important as what we communicate.
Leadership does not mean avoiding difficult conversations. It means being able to have those conversations respectfully, clearly, and productively while maintaining expectations and supporting the success of the team.
🌱 Leading Through Example
We are looking for someone who demonstrates the behaviors they expect from others.
A Lead CSR should be willing to jump in during a busy phone queue, assist with a difficult client interaction, help a teammate who is overwhelmed, communicate concerns appropriately, and take ownership when something does not go as planned.
Our goal is to develop leaders who don't simply identify problems—they help the team find solutions, improve processes, and move forward together.
💙 Interested in Growing With Us?
If you enjoy supporting clients and teammates, are passionate about creating an exceptional client experience, and are interested in taking the next step in your leadership development with AVS, we encourage you to apply.
We look forward to supporting the next leader from within our AVS team!
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Welcome to AVS
We are a family of premier veterinary specialty centers comprised of board-certified veterinarians, licensed veterinary technicians, and highly trained support teams who provide advanced and comprehensive specialty care for pets in partnership with your primary care veterinarian. AVS doctors have provided over a decade of exemplary specialty services to the southeast region. The human-animal bond drives us and understand that compassionate care for our patients, clients, and referring veterinarians is our driving force.
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