Customer Service Lead

About the role

This leadership role blends exceptional client service with team supervision and operational support. As both a Client Service Representative and Supervisor, you will serve as the first and last point of contact for our clients while guiding and supporting the reception team to ensure outstanding client and patient experiences.

Responsibilities

• Answer phone calls and emails promptly with professional, friendly service
• Schedule appointments based on patient needs and veterinarian availability
• Send appointment reminders, confirmations, and follow-ups using our electronic systems
• Re-engage inactive clients through outbound calls
• Greet clients warmly and ensure a positive visit experience
• Demonstrate empathy and professionalism, especially with emotional or concerned clients
• Provide accurate post-visit instructions and promote preventive care services
• Maintain accurate electronic medical records
• Process billing transactions (credit cards, digital payments, financing options, insurance claims)
• Maintain organized communication and scheduling systems
• Ensure practice scheduling supports both client access and medical efficiency
• Recruit, onboard, and train new reception team members
• Provide mentorship, coaching, and performance feedback
• Address performance concerns with professionalism and accountability
• Audit end-of-day procedures and ensure operational accuracy
• Update and maintain training materials
• Foster a culture of accountability, teamwork, and exceptional customer service

Requirements

• High school diploma (required)
• Minimum 3 years of customer service experience (required)
• At least 1 year of veterinary experience (required)
• 1–2 years of leadership or supervisory experience (preferred)

Skills & Experience

• Strong verbal and written communication skills
• Knowledge of animal handling, patient care principles, and common veterinary medications
• Strong organizational and operational skills
• Demonstrated patience, empathy, and professionalism
• Comfort with scheduling software and electronic medical records

Benefits

• Pay up to $22 per hour (based on experience)
• Bonus pay opportunities
• Medical, Dental & Vision Insurance
• 401(k) with matching options
• Paid Time Off
• CE Allowance
• Employee Pet Discounts
• Life Insurance
• Flexible scheduling options
• Working Conditions: Full-time position Monday–Friday with some weekend hours
• Ability to lift 40 pounds and perform occasional physical tasks

Why Work with Sharon Vet Clinic?

We are committed to elevating the culture within our practice while delivering the highest standard of veterinary medicine. Our goal is to ensure that every client and patient experiences warmth, empathy, and excellence at every visit. We offer:

• Electronic Medical Records
• A positive, team-oriented work environment
• A supportive leadership team
• A strong emphasis on leadership development and professional growth

What You Can Expect When You Join Our Team

• Tailored development programs, mentorship, and career pathing to help you achieve your unique goals
• Competitive pay, performance bonuses, 401(k) matching, and student loan assistance to foster your financial well-being
• Health, dental, vision, life insurance, and mental health resources to support your overall well-being
• Generous paid time off and holidays, because your personal time matters
• A supportive, collaborative environment where everyone feels a sense of belonging