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NVA

Lead Client Services Representative

I-20 Animal Medical Center

Job Description

🌟 Lead Client Service Representative


24/7 Emergency & Specialty Hospital | Arlington, TX


🕑 Schedule: Mid Shift starting at 2:00 PM 


I-20 Animal Medical Center is a large, 24/7 emergency and multi-service animal hospital serving the Dallas–Fort Worth community. In addition to emergency care, we provide general practice, boarding, grooming, and advanced dental services—supported by in-house labs and advanced diagnostics.

We’re seeking a Lead Client Service Representative who brings experience, confidence, and heart to the front desk. This role is ideal for someone who leads by example, supports their teammates, and helps maintain an exceptional client experience—especially during high-volume, high-emotion emergency hours.


💼 What You’ll Do

As a Lead CSR, you’ll serve as a frontline leader while still being hands-on with clients and daily operations.

  • Act as a point of support and guidance for the CSR team during shifts
  • Assist with complex client situations, escalations, and emergency intakes
  • Provide exceptional client service while setting the tone for the front desk team
  • Ensure accurate client and patient documentation, including medical history and referrals
  • Collaborate closely with hospital leadership, veterinarians, and technician teams
  • Support financial accuracy, including transactions, invoicing, and opening/closing procedures
  • Help maintain smooth workflow, task prioritization, and team communication
  • Model empathy, professionalism, and calm decision-making in high-stress situations

🕑 Schedule & Availability

  • Primary schedule: 2:00 PM – 12:00 AM
  • Includes evenings, weekends, and holidays as part of a rotating 24/7 hospital schedule

? What We’re Looking For

  • Prior Client Service Representative experience required (veterinary or emergency setting strongly preferred)
  • Demonstrated ability to lead, coach, or mentor peers
  • Strong communication skills and emotional intelligence
  • Comfortable making decisions and supporting teammates in fast-paced environments
  • Organized, detail-oriented, and calm under pressure
  • A positive, team-first mindset and genuine compassion for people and pets

💰 Compensation & Benefits

  • Compensation Range: $20-$24 an hour based on experience
  • Comprehensive benefits package for eligible employees, including medical, dental, vision, 401(k) with employer match, paid time off, and employee discounts

🌟 Why Join I-20 Animal Medical Center?

You’ll be part of a collaborative, dedicated team that values extraordinary care, clinical excellence, and outstanding client service. As a Lead CSR, you’ll play a key role in supporting your teammates, strengthening workflows, and ensuring every client feels heard, supported, and cared for—no matter the circumstance.



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.

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.
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This Job

Location:

Arlington, Texas, United States

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