Lead CSR

Community Veterinary Partners; Houston (TX); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Competitive pay

Veterinary care discounts

Job summary

Allentown Animal Care is seeking a dynamic Customer Service Representative Lead to join our veterinary hospital team in Allentown, PA. The CSR Lead will bridge client care, medical staff, and hospital management while maintaining a calm, professional front desk operation.

You will guide a busy team in a fast-paced environment, handle escalated client concerns, and ensure accurate medical records and smooth patient continuity. Leadership, communication, and multitasking are essential for success.

Qualifications

• Minimum of 2–3 years of veterinary front desk or veterinary experience.
• Prior supervisory or leadership experience is highly preferred.
• Outstanding verbal and written communication skills.

Responsibilities

• Oversee the daily operations of the front desk team and mentor CSR staff.
• Act as first point of escalation for complex client issues and billing discrepancies.
• Manage high-volume multitasking: greeting clients, phones, payments, triage, and emails.
• Loster liaison between front desk and medical team to ensure smooth patient flow.
• Handle high-stress situations with empathy and de-escalation techniques.
• Maintain accuracy in medical records and hospital policies.

Skills

Leadership

Customer service

Communication

Multitasking

Problem solving

Tools

Avimark

Vetcove

PetDesk

Job description

Customer Service Representative Lead

Allentown Animal Care – Allentown, PA

Position Overview

We are seeking a dynamic, highly motivated, and resilient Customer Service Representative (CSR) Lead to join our veterinary hospital team. As the CSR Lead, you will be the bridge between our client care team, medical staff, and hospital management.

This role requires a unique blend of exceptional leadership, sharp multitasking abilities, and top‑tier communication skills. You will be expected to work independently to solve problems, keep the front desk running like a well‑oiled machine, and confidently navigate a fast‑paced environment filled with strong‑minded individuals, both clients and passionate veterinary professionals.

Key Responsibilities

• Team Leadership & Mentorship: Oversee the daily operations of the front desk team. Train, mentor, and coach CSR staff to ensure a high standard of client service. Assist with scheduling, performance evaluations, and resolving internal team conflicts.
• Independent Problem Solving: Act as the first point of escalation for complex client complaints, billing discrepancies, and scheduling bottlenecks, resolving them autonomously with minimal supervision.
• High-Volume Multitasking: Efficiently manage a heavy workload, including greeting clients, answering multi‑line phones, processing payments, managing triage flows, and responding to emails—all while maintaining a calm and professional demeanor.
• Communication & Collaboration: Serve as a liaison between the front desk and the medical team (veterinarians, technicians, and assistants). Facilitate clear, empathetic, and direct communication to ensure smooth patient continuity and a collaborative culture.
• Conflict Resolution: Confidently manage high‑stress situations involving anxious pet parents and strong‑willed staff members, using emotional intelligence and de‑escalation techniques.
• Administrative Oversight: Maintain accuracy in medical records, manage hospital inventory or retail displays as needed, and ensure compliance with hospital protocols and financial policies.

Qualifications & Skills

• Experience: Minimum of 2–3 years of veterinary front desk or veterinary experience is required. Prior supervisory or leadership experience is highly preferred.
• Communication: Outstanding verbal and written communication skills. Ability to speak confidently, listen actively, and advocate for both the client and the hospital team.
• Thick Skin & Strong Mindset: Comfort working alongside passionate, opinionated, and driven individuals (both veterinary staff and clients in high‑stress emotional states) without taking friction personally.
• Multitasking Mastery: Proven ability to prioritize tasks effectively under pressure in a loud, busy environment.
• Technical Savvy: Proficiency with veterinary practice management software (e.g., Avimark, Vetcove, petdesk) is a major plus.

Work Environment & Physical Demands

• Note on Environment: Veterinary hospitals are fast‑paced, emotionally charged, and unpredictable. You will be exposed to barking dogs, crying cats, grieving owners, and emergency situations.
• Must be able to stand or sit for extended periods.
• Must be comfortable handling financial transactions and discussing medical costs with clients.
• Flexibility to work varied hours, including rotating Saturdays or evenings depending on hospital needs.

What We Offer

• Competitive hourly wage/salary (commensurate with experience).
• Generous veterinary care discounts for your personal pets.
• Health, dental, and vision insurance.
• Paid time off (PTO) and holiday pay.
• Opportunities for professional development and continuing education.