Customer Service Lead
About The Position
We are looking for someone who is ready to take the next step in their veterinary career and become a leader while remaining an active member of the reception team. The successful candidate will be someone who can lead by example, coach and support their coworkers, stay organized under pressure, confidently handle client concerns, and jump in wherever needed to keep the front desk running smoothly. If you are an experienced veterinary receptionist who enjoys helping others, takes initiative, and is ready for a hands-on leadership opportunity in a general practice, we would love to hear from you.
Requirements
- Veterinary experience is required
- Previous experience working as a veterinary receptionist strongly preferred
- Previous lead, supervisory, or team leadership experience preferred
- Strong understanding of veterinary reception and general practice workflows
- Knowledge of veterinary terminology and client/patient records
- Experience with appointment scheduling and managing a busy veterinary schedule
- Knowledge of preparing health certificates preferred
- Excellent customer service and communication skills
- Strong organizational and multitasking abilities
- Comfortable delegating responsibilities and providing constructive feedback
- Strong conflict-resolution and problem-solving skills
- Ability to remain calm and professional when dealing with upset or frustrated clients
- Detail-oriented and able to maintain accuracy in a fast-paced environment
- Reliable, professional, positive, and team-oriented
- Willingness to work the front desk alongside the reception team, rather than functioning solely in a supervisory capacity
Responsibilities
- Lead and support the veterinary reception team while actively working reception
- Serve as a role model for excellent client service and professional communication
- Manage and coordinate daily appointment scheduling and help maintain an efficient doctor and hospital schedule
- Delegate daily tasks and responsibilities among reception team members
- Train, onboard, and coach new and existing reception staff
- Provide ongoing guidance and coaching to improve staff performance and client service
- Assist receptionists with questions, challenging situations, and workflow issues
- Handle client concerns and de-escalate difficult or stressful situations in a calm, professional, and compassionate manner
- Prepare and process health certificates and ensure all required information is accurate and complete
- Check clients in and out, answer multi phones lines, schedule appointments, process payments, and perform other front-desk responsibilities
- Maintain accurate client and patient records
- Communicate effectively with doctors, veterinary technicians, assistants, clients, and management
- Help coordinate communication between the reception team and medical team
- Monitor the front desk and help ensure appropriate coverage during busy periods
- Identify opportunities to improve scheduling, workflow, and overall client experience
- Assist with resolving scheduling conflicts and other day-to-day reception challenges
- Lead by example and promote teamwork, accountability, and a positive work environment
- Continue performing regular reception duties and assisting the team as needed
Benefits
- Competitive pay
- performance bonuses
- 401(k) matching
- student loan assistance
- Health, dental, vision, life insurance
- mental health resources
- Generous paid time off and holidays
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
