LEAD VETERINARY 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

• Serve as a role model for service excellence, professionalism, and teamwork, performing all core CSR duties including scheduling, check-ins, and financial transactions.
• Support the onboarding and training of new CSRs, providing real-time coaching, feedback, and development planning.
• 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.
• Build strong relationships across departments (technicians, veterinarians, leadership) and handle sensitive or escalated client conversations with confidence and care.
• Support daily front desk coverage, monitor client experience, and ensure the accuracy of scheduling, records, and reporting.
• 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.
• Strong computer skills, including experience with scheduling systems and POS platforms.
• Excellent communication skills with the ability to communicate clearly, empathetically, and professionally.
• Prior lead, senior, or mentoring experience is required.
• Experience in veterinary, healthcare, or multi-location service environments is required.

Benefits

• Competitive hourly rate based on your experience and leadership role.
• Comprehensive coverage including Health, Dental, and Vision insurance, plus access to Employee Assistance Program (EAP).
• 401k retirement plan, plus Life Insurance and Short-Term Disability options.
• Opportunities for professional development and training.
• Paid time off.
• Discounted veterinary care for your own pets.
• 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

Applicants with disabilities may be entitled to reasonable accommodation. Please contact benefits@mvetpartners.com with your request and contact information.