Description

Veterinary Client Service Representative - Lead

Heart of Texas

Round Rock, TX

Full-time

About You

Heart of Texas Veterinary Specialty Center is looking for an experienced Lead Veterinary Client Service Representative/Receptionist to support our front desk client service team in a fast-paced emergency and specialty veterinary hospital. This hands-on leadership role is ideal for someone who enjoys coaching others, managing hospital flow, supporting appointment scheduling and medical records, and providing calm, compassionate communication to clients and care teams. The role is structured around approximately 80% floor support and 20% administrative responsibilities.

Education and Experience:

• 2+ years of previous experience in veterinary client service/front desk required

• Experience in emergency veterinary and/or specialty hospitals required
• Previous leadership in veterinary client service strongly preferred

Knowledge, Skills and Abilities:

• Exceptional professionalism and communication skills, both written and oral
• Excellent client service and de-escalation skills
• Must be detail-oriented and able to identify errors
• Works independently when assigned tasks, goal-oriented
• Able to handle multiple tasks at once and work well under pressure in an environment with continuously changing priorities
• Must maintain practical knowledge of the hospital’s procedures, services, and policies
• Performs administrative duties such as training, scheduling, and documented coaching
• Provides leadership within the hospital to delegate tasks; ensure CSR job duties are performed in a timely manner according to proven processes
• Able to attend monthly lead and department meetings and disseminate information to staff through all forms of communication (email, verbal, meeting, etc.)

Core Job Duties and Responsibilities:

The responsibilities listed below are representative of the role and may be adjusted as business needs evolve. Additional duties may be assigned as needed. We provide training, tools, and support to help team members successfully perform core job responsibilities.

• Perform everyday CSR duties appropriately and train others, including:
  • Maintain proper documentation in the electronic medical record (client communication, records requests, etc.)
  • Proficient in Microsoft Suite, ezyVet, and all other computer programs needed for daily tasks
  • Check clients in and out appropriately
  • Answer phone calls from clients in a timely fashion with a friendly greeting
  • Schedule appointments and procedures appropriately
• Provide exemplary customer service
• Be attentive to client and pet needs, especially while they’re waiting in the lobby
• Identify and de-escalate distressed or frustrated clients in a patient and compassionate manner
• Handle payments of all types, submit EOD reports, identify & correct any financial discrepancies
• Monitor patient schedule and manage hospital flow
• Keep all client-facing areas of the hospital clean, either by helping to clean or by delegating when appropriate
• Professionally relay information to/from clients to the medical team or management
• Assist in organizing CSR meetings; present content to small groups
• Assist in creating CSR schedule and finding coverage for CSR time off or callouts

Physical Requirements:

The physical requirements listed below are essential job functions and may be performed with or without reasonable accommodation.

• Must be willing to work long or irregular hours under high pressure conditions while maintaining composure
• Visual acuity to maintain accurate records, recognize people, and understand written directions
• Ability to speak and hear sufficiently to understand and give information in person or by telephone
• Fine motor skills adequate for utilizing office and hospital equipment

Additional Requirements:

• Dependable attendance is required
• May be required to work evenings, weekends, holidays

• May need to work overtime or work a special schedule to cover various shifts

You’ll Grow with Us

Here, you can grow your career as best fits you through access to comprehensive learning and skillset programs. You can build your skills and earn credentials through:

• Our vast, diverse, and free library of continuing education courses - ThriveU
• Live, virtual interactive workshops to develop valuable leadership skills
• A program designed to teach you the fundamentals of running a pet hospital

And, with so many locations nationwide, you can find and move into any specialty, hospital type, or environment. Join us and provide your best care at a clinic that is deeply rooted within its community and bolstered by the resources of Thrive Pet Healthcare.

Benefits - our care in action

Thrive offers a suite of benefits to support team members’ emotional, physical, professional, and financial wellbeing. In addition to our health and life insurance, and short- and long- term disability plans, we offer eligible team members:

• Competitive pay
• 401(k) with employer match
• Mental health resources, including easy access to therapy through Lyra Health
• Paid parental leave
• Purr-ental leave for when you adopt a pet
• Subsidized backup childcare and elder care
• Expert advice, support and network discounts for fertility and family planning
• FREE CE courses
• Pet perks and veterinary service discounts
• Student loan support tools and assistance

*Some benefits shown are only for full-time team members who work 30 hours or more per week. Certain benefits may be subject to waiting periods or length of service requirements.

About the Hospital

Heart of Texas Veterinary Specialty Center is a 24-hour emergency and specialty referral hospital that invests heavily in our team's growth and development. We pride ourselves on providing the Round Rock area with compassionate and quality emergency and specialty care including surgery, internal medicine, and oncology. We provide an emotionally intelligent work environment and strive to maintain a positive work/life balance.

About Thrive

Thrive Pet Healthcare creates the future of pet well-being through medical excellence, innovative technology, and a connected community of teams and partners. Today, its network of 360+ primary, emergency, and specialty hospitals across the U.S. cares for pets of all ages and health needs, while portfolio companies provide tools and technology that help veterinary teams work smarter and deliver better care. Thrive invests in its people-through mentorship, leadership programs, continuing education, and well-being initiatives-so teams can grow and feel supported. For pet owners, convenient solutions such as a mobile app, digital booking, Thrive PlusTM membership, HereFurYou Helpline, an online pharmacy and flexible financial options* make accessing quality care simpler- giving families the peace of mind their pets deserve. Learn more at thrivepetcare.com.

We welcome you to join our story and join where #WeThriveTogether.