Customer Service Lead
About The Position
The Veterinary Care Coordinator (VCC) Supervisor is a key leadership position within our hospital, responsible for elevating both client experience and front desk team performance. In this role, you will lead, support, and develop the reception team while ensuring smooth daily operations and an exceptional standard of care for every client and patient interaction. A Day in the Life Start your day by setting the tone for the front desk — reviewing the schedule and aligning the team for success. Be a visible, supportive leader on the floor — jumping in where needed and keeping the team steady during busy moments. Help guide client conversations, ensuring every interaction feels professional, compassionate, and solution-focused. Work closely with doctors and technicians to keep communication flowing and the day running smoothly. Turn real-time moments into coaching opportunities to help your team grow. Step back throughout the day to adjust, problem-solve, and keep operations on track. This role is a balance of leadership, teamwork, and real-time problem solving — no two days look the same.
Requirements
- High school diploma (required)
- 3+ years of customer service experience
- 1–2+ years of veterinary experience
Nice To Haves
- Degree in veterinary or related field (preferred)
- 1–2+ years of leadership or supervisory experience (preferred)
- Strong communication and interpersonal skills
- A commitment to exceptional client service
- Knowledge of veterinary workflows, patient care, and common medications
- A high level of organization and operational awareness
- Patience, empathy, and a team-first mindset
Responsibilities
- Lead and support the reception team through coaching, mentorship, and accountability
- Manage staff scheduling and ensure efficient, appropriate appointment flow
- Partner with leadership on hiring, onboarding, and training new team members
- Address performance concerns with a solutions-focused, supportive approach
- Audit end-of-day processes and ensure operational consistency
- Maintain and update training materials and SOPs
- Champion a high standard of client service and communication across the hospital
Benefits
- Medical, Dental, and Vision insurance
- 401(k) with company match
- Paid Time Off
- CE allowance
- Employee pet discounts
- Performance bonuses
- Student loan assistance
- 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
High school or GED
