Customer Service Representative Lead

Job Description: Veterinary Customer Service Representative (CSR) Lead

Position Overview

We are seeking a dynamic, highly motivated, and resilient Customer Service Representative (CSR) Lead to join our veterinary hospital team. As the CSR Lead, you will be the bridge between our client care team, medical staff, and hospital management.

This role requires a unique blend of exceptional leadership, sharp multitasking abilities, and top-tier communication skills. You will be expected to work independently to solve problems, keep the front desk running like a well-oiled machine, and confidently navigate a fast-paced environment filled with strong-minded individuals, both clients and passionate veterinary professionals.

Key Responsibilities

Team Leadership & Mentorship: Oversee the daily operations of the front desk team. Train, mentor, and coach CSR staff to ensure a high standard of client service. Assist with scheduling, performance evaluations, and resolving internal team conflicts.

Independent Problem Solving: Act as the first point of escalation for complex client complaints, billing discrepancies, and scheduling bottlenecks, resolving them autonomously with minimal supervision.

High-Volume Multitasking: Efficiently manage a heavy workload, including greeting clients, answering multi-line phones, processing payments, managing triage flows, and responding to emails—all while maintaining a calm and professional demeanor.

Communication & Collaboration: Serve as a liaison between the front desk and the medical team (veterinarians, technicians, and assistants). Facilitate clear, empathetic, and direct communication to ensure smooth patient continuity and a collaborative culture.

Conflict Resolution: Confidently manage high-stress situations involving anxious pet parents and strong-willed staff members, using emotional intelligence and de-escalation techniques.

Administrative Oversight: Maintain accuracy in medical records, manage hospital inventory or retail displays as needed, and ensure compliance with hospital protocols and financial policies.

Qualifications & Skills

Experience: Minimum of 2–3 years of veterinary front desk or veterinary experience is required. Prior supervisory or leadership experience is highly preferred.

Communication: Outstanding verbal and written communication skills. Ability to speak confidently, listen actively, and advocate for both the client and the hospital team.

Thick Skin & Strong Mindset: Comfort working alongside passionate, opinionated, and driven individuals (both veterinary staff and clients in high-stress emotional states) without taking friction personally.

Multitasking Mastery: Proven ability to prioritize tasks effectively under pressure in a loud, busy environment.

Technical Savvy: Proficiency with veterinary practice management software (e.g., Cornerstone, Vetcove) is a major plus.

Work Environment & Physical Demands

Note on Environment: Veterinary hospitals are fast-paced, emotionally charged, and unpredictable. You will be exposed to barking dogs, crying cats, grieving owners, and emergency situations.

Must be able to stand or sit for extended periods.

Must be comfortable handling financial transactions and discussing medical costs with clients.

Flexibility to work varied hours, including rotating Saturdays or evenings depending on hospital needs.

What We Offer

Competitive hourly wage/salary (commensurate with experience).

Generous veterinary care discounts for your personal pets.

Health, dental, and vision insurance.

Paid time off (PTO) and holiday pay.

Opportunities for professional development and continuing education.