Lead Customer Service Representative

Lead Customer Service Representative (CSR) – Veterinary Practice

We are seeking a dependable, organized, and compassionate Lead Customer Service Representative to join our one-doctor veterinary practice. This position plays a vital role in ensuring excellent client communication, efficient patient flow, and daily operational support for our veterinary team.

The ideal candidate is a strong communicator who thrives in a fast-paced environment, can confidently multitask, and enjoys helping both clients and coworkers. This is a leadership-oriented role that works closely with the Practice Manager and helps support and guide our part-time CSR team member.

Position Summary

The Lead CSR serves as the primary point of contact for clients while helping coordinate communication, scheduling, and workflow throughout the day. This individual helps maintain a positive client experience, supports the veterinary team in staying on schedule, and assists with front office leadership responsibilities.

Responsibilities

Answer incoming phone calls professionally and efficiently

Monitor and respond to emails and faxes

Triage phone calls and relay accurate messages to doctors and staff

Manage appointment scheduling and daily calendar flow

Room patients and assist with maintaining timely appointments

Handle walk-in client questions and appointment requests

Call prescriptions into outside pharmacies as directed

Communicate clearly with clients regarding appointments, medications, and follow-up care

Assist in maintaining smooth front office operations

Work collaboratively with the veterinary team to support patient care and client service

Provide leadership and support to the part-time CSR team member

Report directly to the Practice Manager regarding workflow, scheduling, and operational needs

Qualifications

Previous veterinary reception or veterinary customer service experience preferred

Strong communication and interpersonal skills

Ability to multitask and remain organized in a busy environment

Comfortable handling multiple phone lines and client interactions

Professional, compassionate, and team-oriented attitude

Basic computer and scheduling software proficiency

Ability to prioritize tasks and maintain efficiency under pressure

Preferred Qualities

Leadership or supervisory experience

Experience in a veterinary or medical office setting

Strong attention to detail and follow-through

Positive attitude and willingness to help wherever needed

What We Offer

Supportive team environment

Opportunity for growth

Meaningful work helping pets and their families

Competitive pay based on experience

If you are passionate about client service, enjoy working as part of a collaborative veterinary team, and are looking for a leadership opportunity in a small practice setting, we would love to hear from you.