Customer Service Lead - Norwood.

EveryPet is seeking a Customer Service Lead to serve as a working front office leader, balancing direct client service with leadership support for the customer service team.

About the role

The Customer Service Lead is responsible for helping mediate client concerns, supporting and mentoring team members, addressing personnel issues, and helping develop, implement, and uphold policies and procedures that promote consistency, accountability, and excellent client service. This role works closely with leadership to ensure the front office operates efficiently, respectfully, and in alignment with EveryPet’s mission, values, and service standards.

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.
• Oversee daily front office operations, including delegating tasks to ensure completion of a daily checklist and acceptable performance of duties.
• 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.
• Lead 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

• 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.

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.

Benefits

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

Employee Wellness & Support

EveryPet provides a full-time, on-site licensed Veterinary Social Worker dedicated to promoting team well-being, emotional resilience, and a healthy workplace culture. This resource supports areas such as compassion fatigue prevention, stress management, grief and loss support, communication, conflict resolution, and navigating the emotional challenges of veterinary medicine.

A robust Employee Assistance Program (EAP) is also offered 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.