CSR Lead - Elevate Client Experience in Vet Care

CARE | Charlotte Animal Referral & Emergency; Charlotte (NC); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

PTO 80 hours

Health Insurance

Dental Insurance

Vision Insurance

401k with company match

Life Insurance

Voluntary Life Insurance

Flexible Spending Account

Employee Assistance Program

Employee Discount

CE Allowance

Uniform Allowance

Referral Program

Tuition Reimbursement

Job summary

CARE | Charlotte Animal Referral & Emergency in Charlotte, NC is seeking a dynamic CSR Lead to guide customer service operations on a rotating shift schedule. The Lead will supervise CSRs, train staff, and collaborate with hospital teams to ensure top-quality client communication and service.

The role requires a high school diploma, 2+ years in a supervisory role, and excellent communication. Veterinary experience is preferred. Competitive benefits offered.

Qualifications

• High school diploma or GED.
• At least 2 years in a supervisory/managerial role, preferably in a call center.
• Veterinary medicine experience preferred.
• Ability to stay calm when customers are stressed or upset.
• Proficient with computers.
• Excellent written and verbal communication skills.
• Emotional intelligence and social awareness.

Responsibilities

• Act as an on-floor resource for staff to troubleshoot client, communication and/or technical issues.
• Assist in training new CSRs on CARE standards, hospital policies, and technology (Otto, Instinct, phone system).
• Coach CSRs on policies and provide feedback regularly.
• Help de-escalate difficult calls and assist in resolving concerns.
• Provide daily updates to the CSR Supervisor on staff performance and client matters.
• Coordinate with CSR Lead on staffing and scheduling to ensure continuity of service.
• Suggest process improvements for CSRs to maximize efficiency and collaboration.
• Attend 7:30am Operations Team meetings on the first and third Tuesday of the month.
• Maintain CSR schedule and resolve scheduling conflicts.
• Conduct quarterly 1:1s and yearly reviews with CSR staff.
• Other tasks as assigned by management.

Skills

Customer service experience

Communication skills

Emotional intelligence

Computer proficiency

Calm under pressure

Education

High school diploma

Tools

Otto

Instinct

Phone system

Job description

CARE | Charlotte Animal Referral & Emergency in Charlotte, NC is seeking a dynamic CSR Lead to guide customer service operations on a rotating shift schedule. The Lead will supervise CSRs, train staff, and collaborate with hospital teams to ensure top-quality client communication and service.

The role requires a high school diploma, 2+ years in a supervisory role, and excellent communication. Veterinary experience is preferred. Competitive benefits offered.