Customer Service Lead

About the role

The Veterinary Care Coordinator (VCC) Supervisor is a key leadership position within our hospital, responsible for elevating both client experience and front desk team performance. In this role, you will lead, support, and develop the reception team while ensuring smooth daily operations and an exceptional standard of care for every client and patient interaction.

Responsibilities

• Lead and support the reception team through coaching, mentorship, and accountability
• Manage staff scheduling and ensure efficient, appropriate appointment flow
• Partner with leadership on hiring, onboarding, and training new team members
• Address performance concerns with a solutions-focused, supportive approach
• Audit end-of-day processes and ensure operational consistency
• Maintain and update training materials and SOPs
• Champion a high standard of client service and communication across the hospital

Qualifications

• High school diploma (required)
• Degree in veterinary or related field (preferred)
• 3+ years of customer service experience
• 1–2+ years of veterinary experience
• 1–2+ years of leadership or supervisory experience (preferred)

Benefits

• Competitive pay ($20.00-$24.00/hour), $1,000 sign-on bonus, and additional bonus opportunities
• Medical, Dental, and Vision insurance
• 401(k) with company match
• Paid Time Off
• CE allowance
• Employee pet discounts

Schedule

• Full-time
• Day shifts, Monday–Friday
• Occasional weekend rotation