Customer Service Lead

AmeriVet•Portsmouth, NH

10d•$22•Onsite

About The Position

Customer Service Representative Supervisor is an exciting opportunity to join our dynamic general practice team. This leadership role blends exceptional client service with team supervision and operational support. As both a Customer Service Representative and Supervisor, you will serve as the first and last point of contact for our clients while guiding and supporting the reception team to ensure outstanding client and patient experiences.

Requirements

High school diploma (required)
Minimum 3 years of customer service experience (required)
At least 1 year of veterinary experience (required)
Strong verbal and written communication skills
Knowledge of animal handling, patient care principles, and common veterinary medications
Strong organizational and operational skills
Demonstrated patience, empathy, and professionalism
Comfort with scheduling software and electronic medical records

Nice To Haves

Degree in veterinary or related field (preferred)
1–2 years of leadership or supervisory experience (preferred)
Ideal candidates are motivated, energetic, compassionate, and committed to both patient care and team development.

Responsibilities

Answer phone calls and emails promptly with professional, friendly service
Schedule appointments based on patient needs and veterinarian availability
Send appointment reminders, confirmations, and follow-ups using our electronic systems
Re-engage inactive clients through outbound calls
Greet clients warmly and ensure a positive visit experience
Demonstrate empathy and professionalism, especially with emotional or concerned clients
Provide accurate post-visit instructions and promote preventive care services
Maintain accurate electronic medical records
Process billing transactions (credit cards, digital payments, financing options, insurance claims)
Maintain organized communication and scheduling systems
Ensure practice scheduling supports both client access and medical efficiency
Recruit, onboard, and train new reception team members
Provide mentorship, coaching, and performance feedback
Address performance concerns with professionalism and accountability
Audit end-of-day procedures and ensure operational accuracy
Update and maintain training materials
Foster a culture of accountability, teamwork, and exceptional customer service