Customer Service Lead

150321 Central, Great Road, & Leominster; Leominster (MA); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Competitive pay

401(k) matching

Student loan assistance

Health insurance

Dental insurance

Vision insurance

Life insurance

Mental health resources

Paid time off

Job summary

Leominster Animal Hospital is seeking a Customer Service Representative (CSR) Supervisor to guide and support our front desk team in delivering compassionate, high-quality care. You will lead by example, coach, and mentor CSRs while balancing client service with team management in a busy veterinary setting.

The role emphasizes strong communication, empathy, and a team-oriented culture, with opportunities for growth and a competitive benefits package.

Qualifications

• Experience leading customer-service teams in a fast-paced setting.
• Strong communication, empathy, and problem-solving skills.
• Experience in supervisory or leadership roles is preferred (veterinary/medical a plus).

Responsibilities

• Oversee, coach, and support the CSR team to ensure excellent client service and teamwork.
• Train new CSRs and provide mentorship and feedback for growth.
• Manage scheduling, workflow, and responsibilities for the front desk team.
• Greet clients and patients with warmth and professionalism in person, by phone, and via email.
• Coordinate client communication with the medical team, appointments, and billing accuracy.
• Handle escalated client concerns with empathy and professionalism.
• Foster a positive, collaborative, and solutions-oriented culture.

Skills

Leadership

Customer service

Mentoring

Job description

Do you love helping people as much as you love animals? Are you energized by leading others, building strong teams, and creating an exceptional client experience? Leominster Animal Hospital is seeking a Customer Service Representative (CSR) Supervisor to guide and support our front desk team. As the leader of our client service group, you will set the tone for compassionate, high-quality care by ensuring our clients and their pets feel valued from the moment they walk through our doors.

What We’re Looking For:

• A natural leader who can motivate, mentor, and support a team of CSRs.
• Someone who genuinely enjoys working with people and leading by example in providing exceptional client care.
• A strong communicator who is patient, empathetic, positive, and solutions-focused.
• A team player who thrives in a fast-paced environment and can balance client service with team management.
• Previous experience in customer service and supervisory or leadership roles (veterinary/medical experience is a plus).

Key Responsibilities:

• Oversee, coach, and support the CSR team to ensure excellent client service and teamwork.
• Train new CSRs and provide ongoing mentorship and feedback to foster growth and development.
• Manage scheduling, workflow, and responsibilities for the front desk team.
• Greet clients and patients with warmth and professionalism - in person, by phone, and via email.
• Support client communication with the medical team, appointment scheduling, and billing accuracy.
• Assist in handling escalated client concerns with empathy and professionalism.
• Help maintain a positive, collaborative, and solutions-oriented culture.

Why You’ll Love It Here:

At Leominster Animal Hospital, we believe excellent care starts at the front desk - and that starts with a strong leader. You’ll join a close-knit team that values humor, hard work, and heart. We’re proud of the way we support one another, and we’re excited to welcome a supervisor who will help our client service team shine. This is a full-time position with competitive pay, benefits, and opportunities for growth. If you’re a people-person with leadership skills who wants to make a difference in a pet’s life every single day - this is the role for you.

Current hours of operation: Monday, Tuesday, Thursday 8-6pm, Wednesdays 8-7pm, Fridays 8-5pm. We are also planning to open Saturday hours (8-1pm) and extend some weekday hours (until 7pm) in the future.

Here’s what you can expect when you join our team:

• Tailored development programs, mentorship, and career pathing to help you achieve your unique goals.
• Competitive pay, performance bonuses, 401(k) matching, and student loan assistance to foster your financial well-being.
• Health, dental, vision, life insurance, and mental health resources to support your overall well-being.
• Generous paid time off and holidays, because your personal time matters.
• A supportive, collaborative environment where everyone feels a sense of belonging.

Please note: Any Benefits listed above apply to full-time employees.

At AmeriVet, your unique skills and passion are celebrated, and every team member has the tools to thrive.

Our people-focused approach is centered on helping you grow in your career while making a meaningful impact on the communities we serve.

At AmeriVet we believe thriving teams build thriving communities.

You will have the tools, resources and opportunities to grow your career - no matter where you start.