Veterinary Receptionist - East Riverside Veterinary Hospital

Your Impact as a Lead Customer Service Representative

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.

• 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.

What You'll Bring To The Team

• A 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 strongly preferred.
• Experience in veterinary, healthcare, or multi-location service environments is preferred.