Lead CSR - Tazewell Pike Animal Clinic

Job description

Tazewell Pike Animal Clinic , located in Corryton, Tennessee just outside of Knoxville, is a full service animal hospital that takes both emergency cases and less urgent medical, surgical, and dental cases. Our practice has proudly served the community for over 24 years, delivering exceptional patient care with a commitment to integrity and respect. We have a close-knit, family-oriented team of doctors passionate about providing excellent mentorship and a large, skilled support staff that gets along and enjoys delivering incredible care. On top of our extremely low turnover team, we also have a state-of-the-art ultrasound unit and dedicated sonographer who performs over 500 full abdominal ultrasounds per year. We welcome experienced and new graduate veterinary professionals to join our team!

Lead Client Service Representative

Position Summary:

The Lead Client Service Representative (Lead CSR) serves as the primary point of contact for the hospital’s front desk operations andis responsible forensuring an exceptional client experience from check-in to check-out. In addition to performing all standard CSR duties, the Lead CSR provides day-to-day leadership to the client service team, ensuring adherence to service standards, accuracy in recordkeeping, and smooth coordination between front desk operations and clinical teams.

Primary Responsibilities

Model and reinforce exceptional client service standards through professional, empathetic, and responsive communication.

Resolve escalated client issues promptly and professionally, ensuring client satisfaction while supporting team accountability.

Partner with technicians and doctors to coordinate patient flow, ensuringtimelyandaccurateinformation sharing.

Maintain a welcoming and organized reception area.

Provideday-to-day guidance and support to CSRs, ensuring consistency in service delivery and adherence to hospital protocols.

Assistwithhiring,onboarding, training, and mentoring new team members.

Serve as a role model and first point of contact for team questions and support.

Collaborate with the Practice Manager on staff scheduling, coverage, and performance feedback.

Oversee appointment scheduling accuracy, patient record updates, and charge capture to ensure operational efficiency.

Maintain client communication standards across phone, email, and written correspondence.

Ensureaccuratefinancial transactions, deposits, and reconciliation of end-of-day reports.

Support hospital inventory management,over-the-counter product sales, and prescription processing.

Partner with the Practice Manager toidentifyopportunities to improve front desk workflows, communication, and client satisfaction.

Support hospital initiatives and events, including wellness campaigns and client education efforts.

Maintain compliance with all safety, confidentiality, and patient care protocols.

Perform all standard CSR duties as needed to support hospital operations.

Other duties as assigned by the Practice Manager.

Qualifications

High school diploma or equivalent required.

Minimum of3years of veterinary client service or related experiencerequired.

Prior leadership or training experienceis stronglypreferred.

Strong communication, organizational, and problem-solving skills.

Demonstrated ability to lead by example and foster a positive, team-oriented work environment.

Proficiencyin veterinary practice management software, Microsoft Office, and basic scheduling and billing systems.

Ability to handle sensitive and emotionally charged situations with professionalism and empathy.

Ability to lift and carry up to 50 pounds and safely handle animals up to 130 pounds.

Comfortable sitting, standing, walking, bending, and kneeling for extended periods throughout the workday.

Professional, neat appearance consistent with hospital standards.

Hours

Must be able to work a flexible schedule and be available for scheduling during all hours the practice is open to support hospital operations

Compensation and Benefits

We offer a comprehensive benefits package that includes medical, dental, and vision coverage.

In addition, employees are eligible toparticipatein our401(k) retirementplan.

Other benefits include paid time off, paidholidaysand access to employeeassistanceprogram.

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As set forth in Tazewell Pike Animal Clinic’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

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Worksite address

corryton, TN, 37721, US

Who can apply

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