Customer Service Lead

Amerivet-Veterinary-Partners; Medway (MA); On-site; USD 28,000 - 40,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) with matching options

Paid Time Off

Employee Pet Discounts

Life Insurance

Flexible scheduling options

CE Allowance

Job summary

Medway Animal Hospital is seeking a Client Service Representative Supervisor to lead our reception team and help clients reach their pets’ medical goals. You will mentor staff, manage scheduling and client communications, and ensure accurate records for smooth daily operations with compassionate, professional service.

This full-time, on-site role offers opportunities for leadership development within AmeriVet and a collaborative work environment committed to excellent animal care.

Qualifications

• High school diploma required.
• Minimum 3 years of customer service experience.
• At least 1 year of veterinary experience.
• 1–2 years of leadership or supervisory experience preferred.
• Strong verbal and written communication skills.
• Knowledge of animal handling and common veterinary medications.

Responsibilities

• Answer phone calls and emails promptly with professional, friendly service.
• Schedule appointments based on patient needs and veterinarian availability.
• Maintain accurate electronic medical records.
• Process billing transactions (credit cards, digital payments, financing options, insurance claims).
• Lead and mentor reception team members; provide coaching and feedback.
• Audit end-of-day procedures and ensure operational accuracy.
• Foster accountability, teamwork, and exceptional customer service.

Skills

Customer service

Leadership

Communication

Scheduling software

Education

High school diploma

Degree in veterinary or related field

Tools

Scheduling software

Electronic medical records

Job description

Client Service Representative SupervisorMedway Animal HospitalWho Are We Looking For?Are you a passionate veterinary receptionist ready to grow your leadership skills and help develop a strong, motivated reception team? Do you enjoy teaching and mentoring others? Do you love partnering with clients to help them reach their pets’ medical goals?Are you looking to build long-term relationships with clients and patients while bringing positivity and accountability into your workplace?If you answered YES, we would love to meet you!About the RoleClient Service Representative Supervisor is an exciting opportunity to join our dynamic general practice team. This leadership role blends exceptional client service with team supervision and operational support.As both a Client Service Representative and Supervisor, you will serve as the first and last point of contact for our clients while guiding and supporting the reception team to ensure outstanding client and patient experiences.Key ResponsibilitiesClient Service & CommunicationAnswer phone calls and emails promptly with professional, friendly serviceSchedule appointments based on patient needs and veterinarian availabilitySend appointment reminders, confirmations, and follow-ups using our electronic systemsRe-engage inactive clients through outbound callsGreet clients warmly and ensure a positive visit experienceDemonstrate empathy and professionalism, especially with emotional or concerned clientsProvide accurate post-visit instructions and promote preventive care servicesPatient Records & TechnologyMaintain accurate electronic medical recordsProcess billing transactions (credit cards, digital payments, financing options, insurance claims)Maintain organized communication and scheduling systemsLeadership & SupervisionEnsure practice scheduling supports both client access and medical efficiencyRecruit, onboard, and train new reception team membersProvide mentorship, coaching, and performance feedbackAddress performance concerns with professionalism and accountabilityAudit end-of-day procedures and ensure operational accuracyUpdate and maintain training materialsFoster a culture of accountability, teamwork, and exceptional customer serviceWhat Skills & Experience Should You Have?High school diploma (required)Degree in veterinary or related field (preferred)Minimum 3 years of customer service experience (required)At least 1 year of veterinary experience (required)1–2 years of leadership or supervisory experience (preferred)Strong verbal and written communication skillsKnowledge of animal handling, patient care principles, and common veterinary medicationsStrong organizational and operational skillsDemonstrated patience, empathy, and professionalismComfort with scheduling software and electronic medical recordsIdeal candidates are motivated, energetic, compassionate, and committed to both patient care and team development.Why Work with Medway Animal Hospital?We are committed to elevating the culture within our practice while delivering the highest standard of veterinary medicine. Our goal is to ensure that every client and patient experiences warmth, empathy, and excellence at every visit.We offer:Electronic Medical RecordsA positive, team-oriented work environmentA supportive leadership teamStrong emphasis on leadership development and professional growthBenefitsWe offer a competitive compensation and benefits package including:Pay up to $25 per hour (based on experience)Bonus pay opportunitiesMedical, Dental & Vision Insurance401(k) with matching optionsPaid Time OffCE AllowanceEmployee Pet DiscountsLife InsuranceFlexible scheduling optionsWorking ConditionsFull-time positionFlexible ScheduleFast-paced, dynamic environmentAbility to lift 40 pounds and perform occasional physical tasksIf you are looking to make a meaningful difference in the lives of pets and their people while growing your leadership career, we would love to hear from you.Apply today and become part of the Medway Animal Hospital team!Fostering Internal Growth: Employee Career Development at AmeriVetYour journey to career advancement starts where you are. Discover your potential for growth within AmeriVet as we provide mentorship and insights into cross-functional roles. Elevate your skills, transition into leadership positions, and shape your success by harnessing the power of internal opportunities.At AmeriVet, we’re committed to your growth, development, well-being, and success. We empower team members with the resources, support, and opportunities needed to thrive in their careers and make a lasting impact in our communities.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.