DVSC-Grapevine, Veterinary Client Service Lead

Veterinary Client Service Lead

Are you a compassionate, enthusiastic people person with a love for animals? Do you thrive in a dynamic environment where every day brings new challenges and opportunities to make a difference?

Dallas Veterinary Surgical Center (DVSC) is seeking a dedicated professional who will thrive in a team-focused atmosphere and is committed to delivering top-tier patient care and excel in providing exceptional client service.

For over 30 years,
DVSC has been a trusted surgical resource for veterinarians across the Dallas-Fort Worth area. We specialize in advanced diagnostics and cutting‑edge surgical treatments for dogs and cats, including neurologic, orthopedic, soft tissue, and minimally invasive procedures. With state‑of‑the‑art equipment and groundbreaking techniques, we set the standard for veterinary excellence.

Our Grapevine location is expanding, and we’re excited to welcome a Veterinary Client Service Lead to our growing team. If you're ready to be part of a practice that values expertise, compassion, and innovation, we want to hear from you!

• $24-$28 hourly, based on experience

• Full Time
  • Monday - Friday

The Client Service Lead plays a vital role in delivering exceptional customer service by overseeing a team of client service representatives and technicians. This position ensures seamless operations and a positive client experience by effectively managing customer interactions and serving as a liaison between clients, doctors, and support staff. The Client Service Lead is committed to exceeding client expectations through professionalism, empathy, and continuous improvement of service delivery.

By fostering a culture of respect and compassion, they actively seek opportunities to enhance the client experience and streamline processes.

In addition to functioning as a Client Service Representative or Client Service Technician, the Client Service Lead's responsibilities will include the following:

• Collaborate with the Surgical Operations Manager (SOM) to ensure efficient DVSC operations at each location.
• Oversee the daily functions of Client Services employees, ensuring smooth workflows and optimal team performance.
• Manage Client Service staff schedules, ensuring adequate coverage, including handling PTO, call-outs, and other staffing adjustments.
• Provide hands‑on support when necessary to maintain seamless operations.

• Conduct annual performance reviews and provide ongoing feedback to Client Service staff.
• Work closely with other Client Service Leads and the Hospital Director to develop and refine client service policies and workflows.
• Enforce all DVSC and Ethos policies and procedures to maintain consistency and compliance.
• Lead the planning and execution of Veterinary Receptionist Week to recognize and celebrate team contributions.
• Provide coaching, guidance, and professional development opportunities for Client Service employees.
• Collaborate with HR on employee performance issues, including disciplinary actions when necessary.

• Oversee training and onboarding of all new Client Service staff, ensuring a smooth transition into their roles.
• Address client service concerns brought forth by DVMs and other DVSC staff, ensuring prompt and professional resolution.
• Handle client complaints effectively, escalating issues to the Hospital Director as needed.
• Mediate conflicts within the team and administer appropriate disciplinary actions when required.

• Process client refund checks accurately and efficiently.
• Manage and reconcile location credit card receipts to ensure financial accuracy.
• Ensure the End of Day closeout is completed and posted by 9:00 AM the following business day.
• Oversee open invoices, ensuring they are completed and closed by the end of the month.

• Exceptional First Impressions: You effortlessly leave a positive and lasting first impression. You possess outstanding communication and customer service skills, ensuring clients and referring veterinarians feel valued and supported.
• Adapt…