CSR Lead: Veterinary Client Services & Training

Charlotte Animal Referral & Emergency; Charlotte (NC); On-site; USD 55,000 - 68,000; Full time

Benefits offered by this job

80-hours of PTO

Company Health Insurance

Dental Insurance

Vision Insurance

401k with company match

Group Term Life Insurance

Voluntary Term Life Insurance

$1,500/yr Flexible Spending Account

Employee Assistance Program

Employee Discount

$750/yr CE Allowance

Uniform Allowance

Referral Program

Tuition Reimbursement

Job summary

Charlotte Animal Referral & Emergency is seeking a dynamic CSR Lead to ensure customer service operations run smoothly at our Charlotte, NC hospital. The Lead will oversee training, policy adherence, and day-to-day CSR performance to deliver the highest level of client service.

The role includes coaching CSRs, handling escalations, and coordinating scheduling while supporting hospital teamwork on a 24/7 schedule. Strong communication and emotional intelligence are essential for success.

Qualifications

• Minimum requirement is a high school diploma or equivalent.
• Two years in a supervisory or managerial role, preferably in a call center.
• Strong written and verbal communication skills; ability to stay calm under pressure.

Responsibilities

• Act as an on-the-floor resource to troubleshoot client, communication, and technical issues.
• Assist in training CSRs to CARE standards and hospital policies.
• Coach CSRs and provide feedback to improve service levels.
• De-escalate upset clients and support staff with difficult calls.
• Escalate issues to CSR Supervisor with daily performance updates.
• Manage CSR scheduling and participate in regular performance reviews.

Skills

Customer service leadership

Communication skills

Emotional intelligence

Problem solving

Calm under pressure

Education

High school diploma

Tools

Otto

Instinct

Phone system

Job description

Charlotte Animal Referral & Emergency is seeking a dynamic CSR Lead to ensure customer service operations run smoothly at our Charlotte, NC hospital. The Lead will oversee training, policy adherence, and day-to-day CSR performance to deliver the highest level of client service.

The role includes coaching CSRs, handling escalations, and coordinating scheduling while supporting hospital teamwork on a 24/7 schedule. Strong communication and emotional intelligence are essential for success.