Lead Receptionist - Piper Glen Animal Hospital - (PIPER)

Lead Customer Service Representative

Piper Glen Animal Hospital is built on a mission to provide comprehensive, quality care, treating every patient like our own. You will be joining an elite group of professionals committed to the highest standards, as evidenced by our distinction as an American Animal Hospital Association (AAHA) accredited facility. This recognition confirms that we meet or exceed standards across nearly every aspect of our hospital, from surgery and diagnostics to emergency services. Our commitment to excellence resonates deeply within the Charlotte community, which has rewarded us with an exceptional 4.9-star Google rating. This is where you can truly do your best work, supported by a strong foundation of trust and quality medicine. Since 2001, Piper Glen Animal Hospital has been a reliable healthcare partner for the Charlotte community, giving our teammates the stability needed to build long-term careers. As part of a highly selective AAHA-accredited hospitala benchmark achieved by only 15% of practices nationwideyou are assured of working within established, high-level protocols for patient safety and client service, allowing you to focus purely on medical outcomes. We seek dedicated teammates who value clear processes and collaboration as we deliver pet wellness, advanced care, urgent services, and surgical procedures. Our AAHA accreditation ensures that our standards for surgery, exam facilities, patient care, and diagnostic imaging are maintained at the highest level. You will be utilizing established protocols for anesthesiology and emergency services to provide superior patient outcomes, moving beyond routine wellness into complex surgical procedures and urgent care needs. We provide the structure and the rigorous standards necessary for you to execute sophisticated diagnostic and medical strategies daily for small animals in need. Piper Glen Animal Hospital is ideally situated in Charlotte, North Carolina, a dynamic and growing city known for its excellent blend of southern charm and metropolitan energy. You will find yourself in a location that offers robust opportunities both professionally and personally. From the thriving local food scene to accessible outdoor recreation and cultural events, Charlotte provides an exceptional quality of life, ensuring that when you step away from the hospital, you have ample resources to recharge and enjoy your time off.

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.

What You'll Bring to the Team

• 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.
• Prior lead, senior, or mentoring experience is strongly preferred.
• Experience in veterinary, healthcare, or multi-location service environments is preferred.

Responsibilities and Benefits

How You're Supported

As part of the Mission Pet Health family, you get the stability of a local practice backed by the comprehensive benefits and resources of a larger network. The focus is on investing in you, so you can focus on what you love. Note: Our comprehensive benefits package is designed to support you at every stage. Eligibility for specific benefits varies based on your role and hours worked.

Competitive Compensation

A competitive hourly rate based on your experience and leadership role.

Total Wellbeing

Comprehensive coverage including Health, Dental, and Vision insurance, plus access to our Employee Assistance Program (EAP).

Financial Health

Plan for your future with a 401k retirement plan, plus Life Insurance and Short-Term Disability options.

Commitment to Growth

We support your career goals with opportunities for professional development and training.

The Power of a Network

Join a nationwide community of over 20,000 veterinary professionals who share a passion for collaboration and career growth.

Valuable Perks

Enjoy paid time off, discounted veterinary care for your own pets, and free 24/7 access to doctors through Teladoc.

About Mission Pet Health

Mission Pet Health was founded by veterinarians on the belief that local practices thrive with clinical autonomy, collaboration, and medical excellence. The organization provides world-class support to its 850+ hospital teams on a hyper-local basis so they can focus on what matters most: the medicine, their patients, and their team culture. Learn more at missionpethealth.com.

Driving the award-winning culture are the WAG values Work Together, Amaze, and Grow . Mission Pet Health is veterinarian-led, people-focused, and on a mission to be the best place to work in veterinary medicine. We are proud to be recognized as a 2025 "Most Loved Workplace," ranked #2 in America's Top 100 and #1 in veterinary care.

Physical Requirements: Ability to sit, stand, and walk for extended periods. Manual dexterity to operate computers and office equipment. Ability to communicate clearly with clients and team members. Reasonable accommodations may be made.

Reasonable Accommodations: Applicants with disabilities may be entitled to reasonable accommodation. Please contact View email address on click.appcast.io with your request and contact information.

EEO Statement: Mission Pet Health is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive environment for all employees.

Mission Pet Health