CSR Supervisor

Community Veterinary Partners•Allentown, PA

7h•Onsite

About The Position

We are seeking a dynamic, highly motivated, and resilient Customer Service Representative (CSR) Lead to join our veterinary hospital team. As the CSR Lead, you will be the bridge between our client care team, medical staff, and hospital management. This role requires a unique blend of exceptional leadership, sharp multitasking abilities, and top-tier communication skills. You will be expected to work independently to solve problems, keep the front desk running like a well-oiled machine, and confidently navigate a fast-paced environment filled with strong-minded individuals, both clients and passionate veterinary professionals.

Requirements

Minimum of 2–3 years of veterinary front desk or veterinary experience is required.
Outstanding verbal and written communication skills.
Ability to speak confidently, listen actively, and advocate for both the client and the hospital team.
Comfort working alongside passionate, opinionated, and driven individuals (both veterinary staff and clients in high-stress emotional states) without taking friction personally.
Proven ability to prioritize tasks effectively under pressure in a loud, busy environment.
Must be able to stand or sit for extended periods.
Must be comfortable handling financial transactions and discussing medical costs with clients.

Nice To Haves

Prior supervisory or leadership experience is highly preferred.
Proficiency with veterinary practice management software (e.g., Cornerstone, Vetcove) is a major plus.

Responsibilities

Oversee the daily operations of the front desk team.
Train, mentor, and coach CSR staff to ensure a high standard of client service.
Assist with scheduling, performance evaluations, and resolving internal team conflicts.
Act as the first point of escalation for complex client complaints, billing discrepancies, and scheduling bottlenecks, resolving them autonomously with minimal supervision.
Efficiently manage a heavy workload, including greeting clients, answering multi-line phones, processing payments, managing triage flows, and responding to emails—all while maintaining a calm and professional demeanor.
Serve as a liaison between the front desk and the medical team (veterinarians, technicians, and assistants).
Facilitate clear, empathetic, and direct communication to ensure smooth patient continuity and a collaborative culture.
Confidently manage high-stress situations involving anxious pet parents and strong-willed staff members, using emotional intelligence and de-escalation techniques.
Maintain accuracy in medical records, manage hospital inventory or retail displays as needed, and ensure compliance with hospital protocols and financial policies.