Lead CSR

Lead Veterinary CSR – Ponderosa Veterinary Clinic

Location: Colorado Springs, CO
Job Type: Full-Time

Ponderosa Veterinary Clinic is seeking an experienced and compassionate Lead Veterinary CSR to join our growing team. This role is ideal for someone who is highly organized, confident in leading others, and dedicated to creating exceptional client and patient experiences.

The Lead Veterinary CSR supports the management team by overseeing the front desk team, ensuring smooth daily operations, and maintaining a positive and professional atmosphere for clients, patients, and staff. You will guide CSRs, provide training and coaching, and help set the standard for excellent communication and client care.

• Serve as the primary point of contact for the CSR team
• Train, mentor, and support CSRs in daily tasks and protocols
• Ensure accurate scheduling, client communication, and medical record entry
• Maintain a calm, professional, and solutions-focused environment during busy or stressful situations
• Handle escalated client concerns with empathy and professionalism
• Assist with workflow coordination between reception, technicians, and doctors
• Monitor CSR performance and provide feedback to management
• Support financial transactions, estimates, and invoicing with accuracy
• Help standardize procedures and identify opportunities for process improvement
• Participate in staff meetings, training sessions, and hospital initiatives