Customer Service Lead
About The Position
The Client Service Representative Supervisor is a leadership role on Sharon Vet Clinic’s general practice team. The position combines direct client service with reception-team supervision and operational support. The supervisor serves as a first and last point of contact for clients while guiding the reception team to provide excellent experiences for clients and patients. The role includes communicating with clients, scheduling appointments, maintaining electronic medical records and payment workflows, and supporting preventive care. Leadership duties include recruiting, onboarding, training, mentoring, coaching, providing performance feedback, overseeing end-of-day procedures, maintaining training materials, and fostering accountability, teamwork, and strong customer service. This is a full-time position, Monday through Friday, with some weekend hours, in a fast-paced environment. The role requires the ability to lift 40 pounds and perform occasional physical tasks.
Requirements
- High school diploma.
- At least 3 years of customer service experience.
- At least 1 year of veterinary experience.
- Strong verbal and written communication skills.
- Knowledge of animal handling, patient care principles, and common veterinary medications.
- Strong organizational and operational skills.
- Patience, empathy, and professionalism.
- Comfort using scheduling software and electronic medical records.
- Ability to lift 40 pounds and perform occasional physical tasks.
Nice To Haves
- A degree in veterinary or a related field.
- 1–2 years of leadership or supervisory experience.
Responsibilities
- Answer phone calls and emails promptly and provide professional, friendly service.
- Schedule appointments according to patient needs and veterinarian availability.
- Send appointment reminders, confirmations, and follow-ups using electronic systems.
- Contact inactive clients to re-engage them.
- Greet clients warmly and help ensure a positive visit experience.
- Communicate with empathy and professionalism, particularly with emotional or concerned clients.
- Provide accurate post-visit instructions and promote preventive care services.
- Maintain accurate electronic medical records.
- Process billing transactions, including credit cards, digital payments, financing options, and insurance claims.
- Maintain organized communication and scheduling systems.
- Ensure practice scheduling supports client access and medical efficiency.
- Recruit, onboard, and train reception team members.
- Mentor, coach, and provide performance feedback to reception team members.
- Address performance concerns professionally and with accountability.
- Audit end-of-day procedures and ensure operational accuracy.
- Update and maintain training materials.
- Foster accountability, teamwork, and exceptional customer service.
Benefits
- Competitive compensation, with pay up to $22 per hour based on experience.
- Bonus pay and performance bonus opportunities.
- Medical insurance.
- Dental insurance.
- Vision insurance.
- 401(k) with matching options.
- Paid time off.
- Paid holidays.
- Continuing education allowance.
- Employee pet discounts.
- Life insurance.
- Flexible scheduling options.
- Student loan assistance.
- Mental health resources.
- Tailored development programs, mentorship, and career pathing.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
