Lead CSR

Community Veterinary Partners•Greer, SC

12d•Onsite

About The Position

Cleveland Park Animal Hospital of Greer is seeking a dynamic, motivated, and resilient Customer Service Representative (CSR) Lead for its veterinary hospital team. The CSR Lead connects the client care team, medical staff, and hospital management, and helps keep front-desk operations running smoothly in a fast-paced environment. The role calls for leadership, multitasking, communication, independent problem-solving, and the ability to work effectively with clients and veterinary professionals.

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 clients and the hospital team.
Comfort working with passionate, opinionated, and driven staff and clients in stressful situations without taking friction personally.
Proven ability to prioritize tasks 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 front-desk team operations.
Train, mentor, and coach CSR staff to maintain high client-service standards.
Assist with scheduling, performance evaluations, and resolving internal team conflicts.
Resolve escalated client complaints, billing discrepancies, and scheduling bottlenecks independently with minimal supervision.
Greet clients, answer multi-line phones, process payments, manage triage flows, and respond to emails while maintaining a calm, professional demeanor.
Serve as a liaison between the front desk and medical staff, facilitating clear communication and continuity of patient care.
Manage high-stress interactions with clients and staff using emotional intelligence and de-escalation techniques.
Maintain accurate medical records, manage hospital inventory or retail displays as needed, and ensure compliance with hospital protocols and financial policies.