Customer Service Lead

We are seeking an experienced, compassionate, and highly organized Lead Customer Service Representative to join our fast‑paced veterinary hospital. This role is ideal for someone who thrives in a busy environment, enjoys helping clients and pets, and is skilled at guiding a team to deliver outstanding customer service. As the Lead Customer Service Representative, you will serve as the primary point of contact for clients, oversee front desk operations, and support the hospital's administrative flow to ensure an efficient, positive experience for both clients and staff. Key Responsibilities Lead, support, and mentor the reception team to ensure smooth daily operations. Provide exceptional client service through in‑person interactions, phone calls, emails, and online communication. Manage appointment scheduling, check‑ins, and check‑outs efficiently. Oversee client billing, payment processing, estimates, and invoice accuracy. Troubleshoot scheduling conflicts and help maintain effective patient flow. Train new reception team members and provide ongoing coaching. Coordinate communication between clients, technicians, and doctors. Maintain reception area cleanliness, organization, and professional appearance. Assist with hospital communications, inventory coordination, and administrative tasks as needed. Handle escalated client concerns with professionalism and empathy. Qualifications 2+ years of veterinary reception or customer service experience required; leadership experience strongly preferred. Knowledge of veterinary terminology, services, and appointment types. Strong multitasking abilities in a high‑volume environment. Excellent verbal and written communication skills. Competency with veterinary software systems (e.g., Cornerstone, ezyVet, Avimark, etc.). Demonstrated ability to lead, inspire, and support a team. Compassionate, patient, and comfortable working in an environment that includes pets, emergencies, and emotional situations. Compensation $22–$25/hr based on experience Benefits Competitive pay based on experience Health, dental, and vision benefits Paid time off and holiday pay Opportunities for professional growth and continuing education Supportive team culture focused on collaboration and high‑quality care We empower team members with the resources, support, and opportunities needed to thrive in their careers and make a lasting impact in our communities. Here’s what you can expect when you join our team: Tailored development programs, mentorship, and career pathing to help you achieve your unique goals. Competitive pay, performance bonuses, 401(k) matching, and student loan assistance to foster your financial well‑being. Health, dental, vision, life insurance, and mental health resources to support your overall wellbeing. Generous paid time off and holidays, because your personal time matters. A supportive, collaborative environment where everyone feels a sense of belonging. Please note: Any benefits listed above apply to full‑time employees. #J-18808-Ljbffr Accreditation Council for Graduate Medical Education