Lead Receptionist

About the role

As a Lead Customer Service Representative (Lead CSR), you are a working leader who sets the tone for the hospital's first impression. You support daily front desk operations while providing essential guidance, coaching, and support to the CSR team. In this role, you are responsible for maintaining exceptional client experiences, reinforcing service standards, and serving as the primary point of escalation for client and workflow issues. You partner closely with hospital leadership to ensure smooth operations, team alignment, and a positive, collaborative culture.

Responsibilities

• Leading by Example: Serve as a role model for service excellence, professionalism, and teamwork, performing all core CSR duties including scheduling, check-ins, and financial transactions.
• Mentoring the Team: Support the onboarding and training of new CSRs, providing real-time coaching, feedback, and development planning to help your teammates succeed.
• Solving Problems: Act as the first point of escalation for client concerns and service recovery, using sound judgment to resolve issues and identifying workflow gaps to suggest improvements.
• Driving Communication: Build strong relationships across departments (technicians, veterinarians, leadership) and handle sensitive or escalated client conversations with confidence and care.
• Managing Operations: Support daily front desk coverage, monitor client experience, and ensure the accuracy of scheduling, records, and reporting.
• Championing Culture: Lead with integrity and empathy, maintaining a calm, supportive presence during high-volume situations and reinforcing hospital values.

Requirements

• High school diploma or equivalent is required.
• Minimum of 2 years of customer service experience is required.
• Veterinary experience is required.
• Time within a leadership role is required.
• Strong computer skills, including experience with scheduling systems and POS platforms.
• Excellent communication skills with the ability to communicate clearly, empathetically, and professionally.

About the hospital

Southpoint Animal Hospital is dedicated to compassionate, advanced patient care and fostering deep community trust, reflected in our exceptional 4.9-star Google rating. When you join our hospital, you step into an environment where collaboration is paramount and patient advocacy guides every decision. This is an opportunity to truly impact animal health and do your best work in a supportive, high-performing environment.

As part of a larger network of hospitals, Southpoint Animal Hospital invests heavily in your professional development. We offer clear programs designed to help all teammates achieve their career goals, whether that means becoming a credentialed technician, moving into leadership, or pursuing advanced educational opportunities. We provide robust continuing education resources and systems designed to promote efficient workflow and scheduling stability.

Quality of medicine is non-negotiable here, and you will be working in a facility equipped to handle complex cases, including access to specialized in-house services such as Cardiology. For our doctors, this means immediate access to internal specialty consultations and resources that support advanced diagnostics and detailed patient management across a wide spectrum of care. We emphasize a collaborative approach to challenging cases, ensuring that every patient benefits from collective knowledge and state-of-the-art medical protocols.

About the location

Durham, NC, is a vibrant, energetic community often referred to as the "City of Medicine" due to its world-class health institutions. Durham offers a perfect blend of historic charm, technological innovation, and a nationally recognized culinary scene. Known for its strong commitment to arts, excellent educational opportunities, and proximity to Research Triangle Park, this location offers an ideal balance between professional challenge and quality of life.

Benefits

• Competitive Compensation: A competitive hourly rate based on your experience and leadership role.
• Total Wellbeing: Comprehensive coverage including Health, Dental, and Vision insurance, plus access to our Employee Assistance Program (EAP).
• Financial Health: Plan for your future with a 401k retirement plan, plus Life Insurance and Short-Term Disability options.
• Commitment to Growth: Support for your career goals with opportunities for professional development and training.
• The Power of a Network: Join a nationwide community of over 20,000 veterinary professionals who share a passion for collaboration and career growth.
• Valuable Perks: Paid time off, discounted veterinary care for your own pets, and free 24/7 access to doctors through Teladoc.

Physical Requirements

• Ability to sit, stand, and walk for extended periods.
• Manual dexterity to operate computers and office equipment.
• Ability to communicate clearly with clients and team members.

Reasonable accommodations may be made for applicants with disabilities.