Lead CSR

Key Responsibilities

• Oversee the daily operations of the front desk team.
• Train, mentor, and coach CSR staff to ensure a high standard of client service.
• Aid in scheduling, performance evaluations, and resolving internal team conflicts.
• Resolve complex client complaints, billing discrepancies, and scheduling bottlenecks independently.
• Manage a heavy workload, including greeting clients, answering multi-line phones, processing payments, managing triage flows, and responding to emails.
• Serve as a liaison between the front desk and the medical team, facilitating clear, empathetic, and direct communication.
• Confidently manage high-stress situations involving anxious pet parents and strong-willed staff members, using emotional intelligence and de-escalation techniques.
• Maintain accuracy in medical records, manage hospital inventory or retail displays as needed, and ensure compliance with hospital protocols and financial policies.

Qualifications & Skills

• Minimum of 2–3 years of veterinary front desk or veterinary experience.
• Prior supervisory or leadership experience is highly preferred.
• Outstanding verbal and written communication skills.
• Ability to speak confidently, listen actively, and advocate for both the client and the hospital team.
• Comfort working alongside passionate, opinionated, and driven individuals (both veterinary staff and clients in high-stress emotional states) without taking friction personally.
• Proven ability to prioritize tasks effectively under pressure in a loud, busy environment.
• Proficiency with veterinary practice management software (e.g., Avimark, Vetcove, petdesk) is a major plus.