Lead Veterinary Receptionist
About The Position
Your Impact as a Lead Customer Service Representative As a Lead Customer Service Representative (Lead CSR), you are a working leader who sets the tone for the hospital's first impression. You support daily front desk operations while providing essential guidance, coaching, and support to the CSR team. In this role, you are responsible for maintaining exceptional client experiences, reinforcing service standards, and serving as the primary point of escalation for client and workflow issues. You partner closely with hospital leadership to ensure smooth operations, team alignment, and a positive, collaborative culture. Your Impact Will Include: Leading by Example: You will serve as a role model for service excellence, professionalism, and teamwork, performing all core CSR duties including scheduling, check-ins, and financial transactions. Mentoring the Team: You will support the onboarding and training of new CSRs, providing real-time coaching, feedback, and development planning to help your teammates succeed. Solving Problems: You will act as the first point of escalation for client concerns and service recovery, using sound judgment to resolve issues and identifying workflow gaps to suggest improvements. Driving Communication: You will build strong relationships across departments (technicians, veterinarians, leadership) and handle sensitive or escalated client conversations with confidence and care. Managing Operations: You will support daily front desk coverage, monitor client experience, and ensure the accuracy of scheduling, records, and reporting. Championing Culture: You will lead with integrity and empathy, maintaining a calm, supportive presence during high-volume situations and reinforcing hospital values.
Requirements
- High school diploma or equivalent is required.
- Minimum of 2 years of customer service experience is required.
- Strong computer skills, including experience with scheduling systems and POS platforms.
- Excellent communication skills with the ability to communicate clearly, empathetically, and professionally.
Nice To Haves
- Prior lead, senior, or mentoring experience is strongly preferred.
- Experience in veterinary, healthcare, or multi-location service environments is preferred.
Responsibilities
- Serve as a role model for service excellence, professionalism, and teamwork, performing all core CSR duties including scheduling, check-ins, and financial transactions.
- Support the onboarding and training of new CSRs, providing real-time coaching, feedback, and development planning.
- Act as the first point of escalation for client concerns and service recovery, using sound judgment to resolve issues and identifying workflow gaps to suggest improvements.
- Build strong relationships across departments (technicians, veterinarians, leadership) and handle sensitive or escalated client conversations with confidence and care.
- Support daily front desk coverage, monitor client experience, and ensure the accuracy of scheduling, records, and reporting.
- Lead with integrity and empathy, maintaining a calm, supportive presence during high-volume situations and reinforcing hospital values.
Benefits
- Competitive hourly rate based on your experience and leadership role.
- Health, Dental, and Vision insurance
- Employee Assistance Program (EAP)
- 401k retirement plan
- Life Insurance
- Short-Term Disability options
- Opportunities for professional development and training.
- Paid time off
- Discounted veterinary care for your own pets
- Free 24/7 access to doctors through Teladoc
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
