Lead CSR

Community Veterinary Partners•Greer, SC

12d

About The Position

Cleveland Park Animal Hospital of Greer is seeking a dynamic, highly motivated, and resilient Customer Service Representative (CSR) Lead to join its veterinary hospital team. The CSR Lead serves as a bridge between the client care team, medical staff, and hospital management. The role combines leadership, multitasking, and communication skills, and requires independent problem-solving to keep front desk operations running effectively in a fast-paced environment.

Requirements

At least 2–3 years of veterinary front desk or veterinary experience.
Outstanding verbal and written communication skills.
Ability to speak confidently, listen actively, and advocate for both clients and the hospital team.
Comfort working with passionate, opinionated, and driven staff and with clients experiencing high-stress emotional situations.
Ability to prioritize tasks effectively under pressure in a loud, busy environment.
Ability to stand or sit for extended periods.
Comfort handling financial transactions and discussing medical costs with clients.
Flexibility to work varied hours, including rotating Saturdays or evenings depending on hospital needs.

Nice To Haves

Prior supervisory or leadership experience.
Proficiency with veterinary practice management software such as Cornerstone or Vetcove.

Responsibilities

Oversee daily operations of the front desk team.
Train, mentor, and coach CSR staff to maintain a high standard of client service.
Assist with scheduling, performance evaluations, and resolving internal team conflicts.
Resolve complex client complaints, billing discrepancies, and scheduling bottlenecks as the first point of escalation, with minimal supervision.
Greet clients, answer multi-line phones, process payments, manage triage flows, and respond to emails while maintaining a calm, professional demeanor.
Liaise between the front desk and the medical team, including veterinarians, technicians, and assistants, to support clear communication and patient continuity.
Manage high-stress situations involving anxious pet parents and staff using emotional intelligence and de-escalation techniques.
Maintain accurate medical records.
Manage hospital inventory or retail displays as needed.
Ensure compliance with hospital protocols and financial policies.