Lead Client Service Representative (CSR)

📍 Ridgetop Animal Hospital – Silverdale, WA
🐾 Full-Time | Leadership Opportunity

Ridgetop Animal Hospital is seeking a motivated, compassionate, and experienced Lead Client Service Representative (CSR) to join our team. This leadership role is ideal for someone who excels in customer service, thrives in a fast-paced environment, and is passionate about creating exceptional experiences for both clients and their pets.

As the first point of contact for our hospital, our CSRs play a vital role in delivering outstanding service. The Lead CSR will support daily front desk operations, mentor team members, and ensure efficiency, professionalism, and consistency in every client interaction.

About Us

Ridgetop Animal Hospital is a full-service, 6 doctor, AAHA-accredited veterinary hospital dedicated to providing high-quality medicine and compassionate care. We pride ourselves on fostering a collaborative, supportive, and positive workplace culture where team members are empowered to grow and succeed.

Key Responsibilities

• Lead and support the Client Service Representative team in daily operations.
• Provide exceptional client service and set the standard for professionalism and empathy.
• Oversee front desk workflow, including scheduling, patient check-in/check-out, and financial transactions.
• Train, mentor, and onboard new CSR team members.
• Assist in creating and maintaining standard operating procedures (SOPs).
• Ensure accuracy in medical records, estimates, and invoices.
• Address client concerns with professionalism and resolve issues effectively.
• Collaborate with hospital leadership to improve efficiency and client satisfaction.
• Monitor schedules to optimize appointment flow and maximize hospital productivity.
• Support hospital initiatives, promotions, and client communication strategies.
• Maintain a clean, organized, and welcoming reception area.

Qualifications

• Minimum of 3 years of customer service experience in a veterinary or medical setting required.
• Previous leadership or supervisory experience preferred.
• Strong communication, organizational, and problem-solving skills.
• Ability to multitask and remain composed in a fast-paced environment.
• Proficiency with veterinary practice management software (Avimark experience is a plus).
• Financial and administrative experience, including handling payments and estimates.
• A positive attitude with a passion for teamwork and client care.
• High school diploma or equivalent required.

Preferred Skills

• Experience in an AAHA-accredited veterinary hospital.
• Familiarity with AllyDVM, Vetstoria, or similar communication platforms.
• Strong conflict resolution and team development skills.
• Commitment to continuous improvement and leadership growth.

Compensation

Hourly Structure

• Base hourly rate of $26-$30 DOE
• Eligible for periodic bonus (where applicable)

Benefits

• Medical, Vision, and Dental Insurance
• 401(k) matching
• Health Savings Account (HSA)
• Paid Time Off
• Employee Discounts
• Uniform Allowances
• Continuing Education and Leadership Development Opportunities

Our Core Values

At Ridgetop Animal Hospital, we live by the following principles:

• We Are Better as One
• We Care About Results
• We Lead with Compassion
• We Do the Right Thing

Submit your resume and cover letter to join our exceptional team at Ridgetop Animal Hospital.

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.