Veterinary Client Service Representative - Lead

Description

Position at Capital Veterinary Specialists, Jax

Lead Client Service Representative - Capital Veterinary Specialists

Jacksonville, Florida

Full-Time Schedule

More than a word, care is present in everything you do. At Capital Veterinary Specialists and Specialty, a Thrive Pet Healthcare partner, we take action to empower your best care for pets, their families, and yourself.

We are a community of 400 clinics forming an extraordinary network of unparalleled resources and people. Through outstanding learning and career options, comprehensive benefits, and abundant support, you’ll be nurtured and appreciated for who you are and what you bring to the table. We come together in both the joys and heartaches of our profession to lift each other up through laughter and empathy.

And, we have plenty of fun along the way!

Who we are

At Capital Veterinary Specialists, you’ll feel the warmth and openness of a small clinic, while having the opportunity and support of a united network. 

Capital Veterinary Specialists is a high-quality practice equipped with the latest technology in beautiful and clean facilities. We offer excellent medicine, surgery, dentistry, laparoscopy, endoscopy, radiology, , ultrasound, laser and more. We promote an emotionally intelligent work environment with a positive work/life balance. At Capital Veterinary Specialists, we invest heavily in our employee's long term health and happiness!

Provide your best care with more bridges and less barriers.

Capital Veterinary Specialists is looking for aClient Service Representative Lead to join us as part of the Thrive Pet Healthcare community.

As a Client Service Representative (CSR), you are the first point of contact for our clients and play a vital role in creating a welcoming, professional, and compassionate experience. You’ll support our medical team by managing client communication, ensuring accurate records, and facilitating smooth patient flow while delivering outstanding customer service.

Role Responsibilities:

• Greeting clients warmly and with a smile, checking patients in, and ensure accurate client/patient, RDVM, and RDVM previous records information is collected.
• Answer phones promptly, triage calls, schedule appointments, and manage requests.
• Communicate treatment plans, payment policies, payment options, and confirm discharge instructions clearly and empathetically.
• Process invoices, collect payments, reconcile transactions, and maintain accurate financial records.
• Maintain and update client and patient records in the practice management system.
• Support appointment flow to maximize efficiency and minimize client wait times.
• Keep reception and lobby areas clean, organized, and client/patient-ready.
• Provide compassionate support in difficult situations, ensuring client trust and comfort.
• Collaborate with veterinarians, technicians, and fellow CSRs to ensure seamless care and communication.
• Assist with reminder calls, follow-up communication, and other outreach as needed.

Experience & Skills Requirements:

• 3+ years of veterinary client service experience required; leadership or supervisory experience strongly preferred.
• Strong organizational, communication, and conflict resolution skills.
• Knowledge of veterinary medical terminology, patient record systems (Vetspire, Cornerstone, or something similar), and payment processing (CareCredit, SCRATCH Pay, and Pet Insurance).
• Ability to multitask in a fast-paced environment with empathy, efficiency, and attention to detail.
• Commitment to delivering outstanding client service while supporting hospital goals.

You’ll Grow With Us

At Capital Veterinary Specialists, growth isn’t just for our patients - it’s for our people too. As a Client Service Representative (CSR), you’ll have the opportunity to strengthen your client service, communication, and administrative skills while building a career that fits your passion. Through Thrive Pet Healthcare, you’ll gain access to:

• ThriveU – a vast, free library of continuing education courses to expand your knowledge.
• Career Development Workshops – live, virtual sessions designed to help you grow confidence and practical client service skills.
• Fundamentals Training – specialized programs to build skills in scheduling, client communication, team support, and hospital operations.
• Career Mobility – with hospitals nationwide, you’ll have the flexibility to explore new specialties, hospital settings, and future opportunities.

Join us and grow in a role where your dedication matters—supporting your team, serving our community, and creating exceptional experiences for pets and their families.

Benefits – our care in action

We provide benefits spread comprehensively across your mental, physical, emotional, and financial wellbeing designed to meet your needs as a unique individual. Some key benefits include:

●​​​​​​Paid time off including 8-weeks of full-pay parental leave, bereavement to grieve both humans and pets, and time off for new pet adoptions

●Top quality medical, dental, and vision insurance plus health savings account and flexible spending account ​​​​​​​

●Pet perks including free exams, discounts on products and services, and more at all Thrive Pet Healthcare locations

●Generously subsidized backup and ongoing care support for children, adults, and pets

●Mental health benefits including coaching and therapy sessions

●401k with employer contribution and no waiting period

●Continuing education and development supportthrough our library offree CE courses and paid time off to complete

●Scholarship opportunities and student loan support program

and so much more!

Compensation is negotiable based on credentials and experience with ahourly pay rate starting at $20 - $23 / hour. The actual rate offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location.

At Thrive Pet Healthcare, we celebrate and embrace the uniqueness and diversity of all our team members, pet parents, and pets. We strive to create a diverse, equitable, and inclusive culture where all team members belong and feel empowered.

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