Customer Service Lead

3M HEALTHCARE; Wakefield (RI); On-site; USD 30,307 - 34,440; Full time

Benefits offered by this job

Health, dental, and vision benefits

Paid time off and holiday pay

401(k) matching

Job summary

AmeriVet is seeking a Lead Customer Service Representative for our Wakefield, RI veterinary hospital. You will supervise the front desk, guide a team, and ensure a positive client and patient experience.

The role requires 2+ years in veterinary reception or customer service, leadership skills, and proficiency with vet software. You will manage scheduling, billing, and communications across clinicians and clients in a fast-paced environment.

Qualifications

• 2+ years of veterinary reception or customer service experience.
• Leadership experience strongly preferred.
• Familiarity with veterinary terminology and services.
• Proficient in vet software systems (Cornerstone, ezyVet, Avimark).

Responsibilities

• Lead, support, and mentor the reception team to ensure smooth daily operations.
• Provide exceptional client service through in-person, phone, email, and online channels.
• Manage appointment scheduling, check-ins, and check-outs efficiently.
• Oversee client billing, estimates, and invoice accuracy.
• Troubleshoot scheduling conflicts and maintain patient flow.
• Train new reception staff and provide ongoing coaching.
• Coordinate communication between clients, technicians, and doctors.
• Maintain reception area cleanliness and professional appearance.
• Assist with hospital communications, inventory, and admin tasks as needed.
• Handle escalated client concerns with professionalism and empathy.

Skills

Leadership

Vet terminology

Multitasking

Communication

Customer service

Tools

Cornerstone

ezyVet

Avimark

Job description

We are seeking an experienced, compassionate, and highly organized Lead Customer Service Representative to join our fast‑paced veterinary hospital. This role is ideal for someone who thrives in a busy environment, enjoys helping clients and pets, and is skilled at guiding a team to deliver outstanding customer service.

As the Lead Customer Service Representative, you will serve as the primary point of contact for clients, oversee front desk operations, and support the hospital’s administrative flow to ensure an efficient, positive experience for both clients and staff.

Key Responsibilities

• Lead, support, and mentor the reception team to ensure smooth daily operations.
• Provide exceptional client service through in‑person interactions, phone calls, emails, and online communication.
• Manage appointment scheduling, check‑ins, and check‑outs efficiently.
• Oversee client billing, payment processing, estimates, and invoice accuracy.
• Troubleshoot scheduling conflicts and help maintain effective patient flow.
• Train new reception team members and provide ongoing coaching.
• Coordinate communication between clients, technicians, and doctors.
• Maintain reception area cleanliness, organization, and professional appearance.
• Assist with hospital communications, inventory coordination, and administrative tasks as needed.
• Handle escalated client concerns with professionalism and empathy.

Qualifications

• 2+ years of veterinary reception or customer service experience required; leadership experience strongly preferred.
• Knowledge of veterinary terminology, services, and appointment types.
• Strong multitasking abilities in a high‑volume environment.
• Excellent verbal and written communication skills.
• Competency with veterinary software systems (e.g., Cornerstone, ezyVet, Avimark, etc.).
• Demonstrated ability to lead, inspire, and support a team.
• Compassionate, patient, and comfortable working in an environment that includes pets, emergencies, and emotional situations.

Compensation

$22-$25/hr based on experience.

What We Offer

• Competitive pay based on experience.
• Health, dental, and vision benefits.
• Paid time off and holiday pay.
• Opportunities for professional growth and continuing education.
• Supportive team culture focused on collaboration and high-quality care.

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.