Customer Service Lead

Accreditation Council for Graduate Medical Education; Medway (MA); On-site; USD 21,000 - 34,000; Full time

Benefits offered by this job

Electronic Medical Records

Medical, Dental & Vision Insurance

401(k) with matching options

Paid Time Off

CE Allowance

Employee Pet Discounts

Life Insurance

Flexible scheduling options

Job summary

Medway Animal Hospital in Medway, MA is seeking a Client Service Representative Supervisor to lead our reception team and ensure outstanding client and patient experiences. You will serve as the first and last point of contact for clients while guiding the team to deliver friendly, efficient service.

Ideal candidates have at least 3 years of customer service, 1 year of veterinary exposure, and 1–2 years of leadership experience, with strong communication, organization, and empathy.

Qualifications

• High school diploma is required.
• Degree in veterinary or related field preferred.
• Minimum 3 years of customer service experience.
• At least 1 year of veterinary experience.
• 1-2 years of leadership or supervisory experience preferred.
• Strong communication and organizational skills.

Responsibilities

• Answer phone calls and emails promptly with professional, friendly service.
• Schedule appointments based on patient needs and veterinarian availability.
• Send appointment reminders, confirmations, and follow-ups using electronic systems.
• Greet clients warmly and ensure a positive visit experience.
• Maintain accurate electronic medical records and process billing transactions.
• Recruit, onboard, and train new reception team members.
• Provide mentorship, coaching, and performance feedback.
• Audit end-of-day procedures and maintain training materials.
• Foster a culture of accountability, teamwork, and exceptional customer service.

Skills

Communication

Customer service

Leadership

Empathy

Team mentorship

Scheduling

Record keeping

Education

High school diploma

Veterinary degree

Tools

EMR software

Billing & payments software

Job description

Client Service Representative Supervisor

Medway Animal Hospital

Who 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 Role

Client 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 Responsibilities

Client Service & Communication

• Answer phone calls and emails promptly with professional, friendly service
• Schedule appointments based on patient needs and veterinarian availability
• Send appointment reminders, confirmations, and follow-ups using our electronic systems
• Re-engage inactive clients through outbound calls
• Greet clients warmly and ensure a positive visit experience
• Demonstrate empathy and professionalism, especially with emotional or concerned clients
• Provide accurate post-visit instructions and promote preventive care services

Patient Records & Technology

• Maintain accurate electronic medical records
• Process billing transactions (credit cards, digital payments, financing options, insurance claims)
• Maintain organized communication and scheduling systems

Leadership & Supervision

• Ensure practice scheduling supports both client access and medical efficiency
• Recruit, onboard, and train new reception team members
• Provide mentorship, coaching, and performance feedback
• Address performance concerns with professionalism and accountability
• Audit end-of-day procedures and ensure operational accuracy
• Update and maintain training materials
• Foster a culture of accountability, teamwork, and exceptional customer service

What 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 skills
• Knowledge of animal handling, patient care principles, and common veterinary medications
• Strong organizational and operational skills
• Demonstrated patience, empathy, and professionalism
• Comfort with scheduling software and electronic medical records

Ideal 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 Records
• A positive, team-oriented work environment
• A supportive leadership team
• Strong emphasis on leadership development and professional growth

Benefits

We offer a competitive compensation and benefits package including:

• Pay up to $25 per hour (based on experience)
• Bonus pay opportunities
• Medical, Dental & Vision Insurance
• 401(k) with matching options
• Paid Time Off
• CE AllowanceEmployee Pet Discounts
• Life Insurance
• Flexible scheduling options

Working Conditions

• Full-time position
• Flexible Schedule
• Fast-paced, dynamic environment
• Ability to lift 40 pounds and perform occasional physical tasks

If 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.