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Job Details

Client Services Lead

Location Las Vegas, Nevada
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Category
Support Staff
Job ID
34300
Role Type
Full-time
Hospital
Rainbow Animal Hospital
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Lead Veterinary Customer Service Representative (CSR)

Position Summary

We are seeking an experienced, compassionate, and organizedLead Veterinary Customer Service Representative (CSR) to lead our front office team while delivering exceptional service to clients and patients. The Lead CSR oversees daily reception operations, coaches and develops the client service team, fosters a positive and supportive workplace culture, and partners with hospital leadership to support an outstanding client experience and a thriving practice.

Key Responsibilities

  • Lead, coach, and support the Client Service Representative team.

  • Assist with hiring, onboarding, training, and ongoing development of front desk staff.

  • Coordinate daily front office workflow, scheduling, and team coverage.

  • Foster a positive, collaborative, and accountable culture focused on exceptional client service.

  • Partner with hospital leadership to drive client visits, strengthen client retention, and support the hospital's operational and financial success.

  • Ensure an exceptional client experience throughout every stage of the patient visit.

  • Greet clients and patients with professionalism, empathy, and compassion.

  • Answer multi-line phones, schedule appointments, and manage client communications.

  • Resolve client concerns professionally and escalate issues when appropriate.

  • Process payments, maintainaccurate medical records, and reconcile daily transactions.

  • Collaborate with veterinarians and technicians to ensure efficient patient flow.

  • Identify opportunities to improve front office workflows and team performance.

  • Promote hospital servicesand preventive care.

  • Maintain an organized reception area and ensure compliance with hospital policies and confidentiality standards.

Qualifications

  • Veterinary client service or veterinary reception experience preferred.

  • Previous leadership or supervisory experience is strongly preferred.

  • Excellent communication, coaching, and conflict-resolution skills.

  • Strong organizational and multitasking abilities in a fast-paced environment.

  • Comfortable handling financial transactions and maintainingaccurate records.

  • Passion for animal care and providing exceptional client service.

Skills

  • Leadership and team development

  • Customer service excellence

  • Problem-solving and conflict resolution

  • Workflow coordination and organization

  • Time management and attention to detail

  • Strong verbal, written, and computer skills

Schedule

Full-time –evenings and weekendsmay be required.

Compensation
Base hourly rate of $18.00-$21.00
Example Benefits offered to full-time team members, if applicable
    Medical, Vision, Dental insurance
    401(k)
    Health Savings Account
    Paid time off
    Employee discounts

Ideal Candidate

The ideal candidate is a positive, dependable leader who enjoys developing others, creating an exceptional client experience, and contributing to the success of the hospital. You thrive in a fast-paced environment, communicate effectively, and are committed to building a supportive team culture while helping the practice grow.

National Veterinary Associates is a leading global pet care organization united in the love of animals and the people who love them.
At NVA, we’re on a mission to improve the lives of pets and the people who love them. That starts by empowering our care teams. We nurture their growth with resources to practice medicine their way. Our network of 1,000 hospitals connects them to a community of professionals who share their passion so they can learn and grow together. Our national presence enables us to deliver technology and innovations that simplify work and expand care for all. At NVA, we're committed to your professional growth. We support your entire career journey, offering opportunities ranging from mentorship to ownership.
At National Veterinary Associates, we want to make sure your experience connecting with us is seamless and straightforward. Here’s what to expect when interacting with us:
- We’ll always reach out via verified LinkedIn profiles or emails ending in @nva.com
- We may also contact you via text message from an identified NVA representative for recruiting-related communication
- All job opportunities and applications are hosted on our official careers site: careers.nva.com
- There is no cost or confidential information required to apply or be considered for a position
If you have any doubts about a communication, feel free to visit our careers page to verify authenticity or email us at hiringhub@nva.com. Thank you for exploring opportunities at NVA!
NVA offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees.  The team can provide more information about compensation and benefits for your specific location during the process.  For positions based in Colorado, NVA provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.
NVA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.
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