Customer Service Lead - Norwood.

Job Description

Job Description

Description:

Position Summary:

The Customer Service Lead serves as a working front office leader for EveryPet, balancing direct client service responsibilities with leadership support for the customer service team. This role is responsible for helping mediate client concerns, supporting and mentoring team members, addressing personnel issues in a professional and solutions-focused manner, and helping develop, implement, and uphold policies and procedures that promote consistency, accountability, and excellent client service. The Customer Service Lead works closely with leadership to ensure the front office operates efficiently, respectfully, and in alignment with EveryPet’s mission, values, and service standards.

Key Responsibilities:

• Serve as a shift leader for the customer service team while modeling EveryPet’s mission, values, and expectations in daily practice.
• Actively support front office operations by performing CSR duties while also providing leadership, direction, and real-time support to team members throughout the day.
• Take ownership of front office operations during assigned shifts by proactively identifying workflow, staffing, client service, and operational concerns; addressing issues within the scope of the Lead role; and escalating appropriately when additional leadership support is needed.
• Help mediate client concerns and service-related issues with professionalism, empathy, and sound judgment, working to de-escalate situations and support positive outcomes.
• Provide real-time coaching, mentoring, recognition, training, and corrective guidance to team members, reinforcing expectations and addressing performance or workflow concerns as they occur.
• Oversight of the daily front office operation, including delegating daily tasks to each employee. This ensures a daily checklist and requires duties to be completed acceptably.
• Monitor appointment flow and client wait times while ensuring an exceptional client experience and efficient clinic operations.
• Serve as a front office point of support for rescue partners, helping ensure accurate scheduling, intake, invoicing, communication, timely resolution of concerns, and collaborative partner relationships.
• Leading daily team huddles to improve communication, workflow, and engagement.
• Help mediate personnel concerns within the department in a fair, respectful, and solutions-oriented manner, escalating concerns appropriately when needed.
• Partner with leadership to identify opportunities for team development, operational improvement, and stronger communication within the department.
• Support the development, implementation, communication, and enforcement of policies and procedures to ensure consistency, accountability, and compliance across the front office team.
• Monitor daily workflows, assignments, and task completion to ensure smooth front office operations and adherence to established expectations.
• Follow through on delegated assignments, established procedures, and leadership directives to ensure expectations are completed accurately and timely; address gaps through real-time coaching and escalate repeated concerns when appropriate.
• Foster a culture of safety, trust, respect, and inclusion where employees feel valued and supported
• Maintain open communication with leadership regarding staff concerns, client issues, workflow barriers, and opportunities for improvement.
• Ensure significant client concerns, personnel matters, workflow issues, and operational exceptions are documented and communicated to the appropriate leadership team member in a timely manner.
• Assist with schedule support and daily adjustments as needed to meet operational demands.
• Promote a culture of accountability, teamwork, professionalism, and compassion in all interactions with clients and team members.
• Support financial and administrative front office responsibilities, including payment processes, financing options, cashier reconciliation support, and accurate documentation when applicable.
• Participate in leadership discussions, team meetings, and process improvement efforts that strengthen client experience and department effectiveness.

Requirements:

Qualifications :

• Strong customer service and conflict-resolution skills.
• Demonstrated ability to mentor, train, and support team members in a fast-paced environment.
• Ability to navigate sensitive client and personnel situations with discretion, professionalism, and emotional intelligence.
• Strong understanding of policy and procedure adherence, with the ability to reinforce standards consistently and respectfully.
• Strong organizational skills, sound judgment, and ability to adapt to changing daily needs.
• Commitment to EveryPet’s mission and a collaborative, service-focused culture.
• Previous leadership, lead, supervisory, or demonstrated peer-leadership experience preferred.
• Experience in veterinary medicine, healthcare, high-volume customer service, or a similarly fast-paced service environment preferred.

Benefits :

• 401(k) and 401(k) matching
• Medical, Dental, and Vision insurance
• Employee veterinary discount
• Flexible schedule
• Life insurance
• Paid time off

Responsibilities: 

The responsibilities listed above are not intended to represent an exhaustive or comprehensive list of all responsibilities, duties, tasks, or activities required of this position. Responsibilities may change, or additional duties may be assigned at any time, with or without notice, based on organizational needs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Work Environment:

This position operates in a fast-paced, high-volume veterinary clinic environment that requires strong multitasking, adaptability, and professionalism. The front office is designed to be welcoming, organized, and efficient, with collaborative workflows between customer service representatives and veterinary teams, supported by modern scheduling systems and regular communication through team meetings and updates. Team members may be exposed to animals of varying temperaments, including those that may be fearful or reactive, as well as potential risks such as bites, scratches, contagious illnesses, controlled substances, and strong odors. Safety protocols, training, and resources are provided to support a safe working environment, including proper animal handling, hygiene practices, and data protection standards.

This role requires the ability to remain calm under pressure, deliver exceptional client service, manage sensitive situations with empathy, and maintain a high level of professionalism while supporting both clients and team members.

Employee Wellness & Support:

We believe that caring for our team is just as important as caring for the pets and people we serve. Our organization is proud to provide a unique level of employee support through a full-time, on-site licensed Veterinary Social Worker dedicated to promoting team well-being, emotional resilience, and a healthy workplace culture. This resource provides support in areas such as compassion fatigue prevention, stress management, grief and loss support, communication, conflict resolution, and navigating the emotional challenges of veterinary medicine.

To further support our employees, we also offer a robust Employee Assistance Program (EAP) at no cost to team members, providing confidential access to additional resources for personal and professional well-being.

About Us:

EveryPet is committed to making veterinary care affordable and accessible. Our mission includes keeping dogs and cats in homes and out of shelters, providing low-cost spay/neuter services, and offering a range of related programs and services. Join us to be part of a growing organization where your contributions make a meaningful impact in the lives of pets and their

owners.

To Apply : Interested candidates should submit their resume and a cover letter outlining their relevant experience and passion for our mission. We look forward to welcoming a new team member who is eager to make a difference in the lives of pets and their owners.

Equal Opportunity Employer: EveryPet is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.