Customer Service Lead

Accreditation Council for Graduate Medical Education; Sharon (MA); On-site; USD 25,000 - 30,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) with matching

Paid Time Off

CE Allowance

Employee Pet Discounts

Life Insurance

Flexible scheduling options

Job summary

Sharon Vet Clinic seeks a Client Service Representative Supervisor to lead the front-desk team in delivering exceptional client care and coordinating daily operations. You will act as a bridge between clients and veterinarians, ensuring smooth communication and accurate record-keeping.

The role blends customer service, supervision, and operational support, with emphasis on mentoring staff, managing schedules, and maintaining EMRs in a fast-paced practice.

Qualifications

• 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.
• Comfort with scheduling software and electronic medical records.

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 our 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 and feedback.
• Audit end-of-day procedures and update training materials.

Skills

Customer service

Leadership

Communication

Scheduling software

Electronic medical records

Animal handling knowledge

Education

High school diploma (required)

Degree in veterinary or related field (preferred)

Tools

Billing software

Scheduling software

EMR systems

Job description

Client Service Representative Supervisor

Sharon Vet Clinic

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 Sharon Vet Clinic?

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 $22 per hour (based on experience)
• Bonus pay opportunities
• Medical, Dental & Vision Insurance
• 401(k) with matching options
• Paid Time Off
• CE Allowance
• Employee Pet Discounts
• Life Insurance
• Flexible scheduling options

Working Conditions

• Full-time position
• Monday-Friday with some weekend hours
• 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.