Lead Client Relations Repesentative

Position Overview:

The Lead Client Relations Representative provides day-to-day leadership and operational support for Houston Humane Society’s clinic’s call center and front desk, with a primary focus on call center performance, phone-based client service, and appointment coordination. This role helps ensure calls and client inquiries are handled promptly, accurately, and compassionately; appointments are scheduled appropriately; and clients receive clear, consistent information about clinic services and processes.

The Lead serves as a resource for Client Relations Representatives (CRRs), supports onboarding and ongoing training, monitors daily workflows and service standards, assists with escalated client concerns, and shares performance trends and operational needs with the Clinic & Community Relations Manager. The role also provides front desk coverage and support as needed to maintain consistent service across the clinic.

Principal Duties and Responsibilities:

Call Center Leadership and Daily Coordination

• Coordinate daily call center activities to support timely call handling, accurate information sharing, and efficient appointment scheduling.
• Monitor call volume, missed calls, voicemail queues, callback needs, and workflow indicators; help prioritize work during high-volume periods.
• Support consistent use of phone scripts, scheduling procedures, client communication standards, and clinic protocols.
• Assist with appointment scheduling, rescheduling, cancellations, reminders, and follow-up communications as needed.
• Identify recurring call issues, scheduling bottlenecks, and opportunities to improve access, efficiency, and client experience; communicate recommendations to the Clinic & Community Relations Manager.
• Ensure client inquiries are routed to the appropriate team and clinical questions are referred to authorized veterinary staff.

Team Support, Training and Coaching

• Serve as primary day-to-day resource for CRRs regarding call handling, scheduling workflows, client communications, and standard operating procedures.
• Assist with onboarding and training new CRRs and provide ongoing peer coaching and support.
• Reinforce service expectations, accuracy, professionalism, confidentiality, and compassionate communication.
• Help coordinate daily task assignments and workflow coverage in collaboration with the Clinic & Community Relations Manager.
• Share feedback about training needs, workflow concerns, and team performance trends with the manager.

Client Service and Issue Resolution

• Model a client-first approach and ensure interactions are courteous, empathetic, clear and solution-focused.
• Respond to routine client concerns and assist with escalated calls or complaints within the scope of the role.
• Help maintain consistent, accurate information about clinic services, appointment requirements, policies, and processes.
• Escalate clinical questions, urgent animal-care concerns, sensitive complaints, and matters outside the role’s authority to the appropriate supervisor.

Front Desk Oversight and Coverage

• Support front desk operations, including client check-in and out, appointment confirmations, payment processing, and in-person inquiries.
• Help maintain smooth coordination between the call center, front desk, and veterinary team so client needs and appointment information are communicated accurately.
• Promote consistent service standards and professional presentation across phone, email, and in-person client interactions.

Performance Tracking and Reporting

• Track and communicate relevant call center indicators, such as call volume, missed calls, callback completion, appointment scheduling activity, client wait times, and common inquiry types, as available.
• Identify trends, recurring client questions, and service gaps and recommend practical improvements to the Clinic & Community Relations Manager.
• Support implementation of updated procedures, training materials, and service improvements.

Communication and Clinic Support

• Maintain clear and professional communication with the CRRs, front desk staff, veterinary team, and leadership management.
• Help coordinate client communications and scheduling changes in response to clinic capacity, provider availability, or operational updates.
• Perform other duties as assigned to support clinic operations and the mission of Houston Humane Society.

Supervision Received:

Clinic & Community Relations Manager

Supervision Exercised Front Desk and Call Center Client Relations Representatives (CRRs)

Qualifications & Skills:

• High school diploma or equivalent required; additional education or training in business, communications, healthcare administration, or a related field preferred.
• At least 2-3 years of customer service experience, preferably in a call center, veterinary clinic, healthcare, or other high-volume service environment.
• Previous experience providing peer leadership, training, coaching, or shift coordination preferred.
• Strong etiquette, active listening, written and verbal communication, and client-service skills.
• Ability to manage competing priorities, organize workflows, and remain calm and professional during high call-volumes or difficult client interactions.
• Comfort using appointment scheduling systems, phone systems, email, and customer relationship management (CRM).
• Strong attention to detail and ability to document information accurately and follow established procedures.
• Ability to recognize when questions or concerns require escalation to a supervisor.
• Empathy, reliability, sound judgement, teamwork, and a commitment to animal welfare and accessible veterinary care.
• Bilingual English/Spanish skills are a plus.

Working Conditions

• Work is primarily performed in a busy clinic office, call center, and front desk environment.
• May require extended periods of sitting, phone use, computer work, and frequent communication with clients and staff.
• Schedule flexibility may be needed to support clinic operating hours, staffing coverage, and changing service demands.