Customer Service Representative Lead

Burtch Animal Hospital.; Kelowna; On-site; CAD 50,000 - 70,000; Full time

Job summary

Burtch Animal Hospital is looking for an experienced CSR Lead to enhance the client experience and lead the team. In this senior role, you'll manage operations while supporting a culture of compassion and professionalism. Join a forward-thinking clinic dedicated to delivering exceptional care and fostering a collaborative work environment.

Benefits

Competitive compensation

Benefits and training opportunities

Qualifications

• Minimum 3-5 years of CSR / reception experience in a busy medical or veterinary practice.
• Strong technical skills with client communication tools.

Responsibilities

• Mentor team members and coordinate day-to-day operations.
• Ensure a welcoming and informative client experience.

Skills

Client communication

Conflict resolution

Digital scheduling

Detail-oriented

Education

Medical office assistant training or equivalent

Tools

Avimark veterinary software

Job description

Burtch Animal Hospital is entering an exciting new chapter under fresh, forward-thinking leadership . We are a growing clinic in the heart of Kelowna, committed to delivering exceptional veterinary care while building a team culture rooted in compassion, collaboration, and professionalism.

If you’re passionate about client care and want to be part of a clinic on the rise , this is your opportunity to make a real impact.

About the Role

As our CSR Lead , you will be the front-line anchor of our client experience—mentoring team members, coordinating day-to-day operations, and ensuring every client feels welcome, informed, and supported.

This is not an entry-level position. We are seeking a seasoned professional ready to step into a leadership role in a fast-paced medical setting.

We are committed to offering a competitive wage that reflects your experience, skill set, and leadership capacity. This is a senior CSR role with high expectations and high value. Applicants are encouraged to include theircompensation expectationsin their cover letter or application.

What You’ll Bring

Minimum 3-5 years of CSR / reception experience in a busy medical or veterinary practice

Strong technical skills and comfort with digital scheduling and client communication tools

Proven ability to stay calm, professional, and solution-oriented under pressure

De-escalation and conflict resolution skills for working with upset or emotional clients

An exceptional eye for detail, accuracy, and follow-through

A warm, team-first leadership style and openness to continued learning

Preferred

Experience with Avimark veterinary software or other Patient Management Software.

Previous experience in veterinary medicine

Medical office assistant training or equivalent education

Why You’ll Love Working Here

A clinic culture that values respect, kindness, and teamwork

Supportive new management focused on growth, transparency, and development

A chance to be part of positive change and clinic evolution

Competitive compensation, benefits, and training opportunities

Next Steps

A skills assessment will be required during the interview process to ensure role readiness.

Apply today with your resume and a brief cover letter explaining why you're the perfect fit for this leadership role.

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