Lead CSR/Receptionist - Aliso Viejo Animal Hospital

Mission Pet Health; Aliso Viejo (CA); On-site; USD 30,000 - 41,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401k

Life Insurance

Teladoc access

Paid time off

Pet care discount

Job summary

Aliso Viejo Animal Hospital in Orange County seeks a Lead Customer Service Representative to elevate client experiences at the front desk and guide the CSR team.

You will mentor peers, handle escalations, coordinate scheduling and billing, and partner with hospital leadership to maintain a calm, service-oriented environment. This role offers growth opportunities within a supportive network and comprehensive benefits.

Qualifications

• High school diploma or equivalent is required.
• Minimum of 2 years of customer service experience is required.
• Strong computer skills, including experience with scheduling systems and POS platforms.
• Excellent communication skills with the ability to communicate clearly, empathetically, and professionally.
• Prior lead, senior, or mentoring experience is strongly preferred.
• Experience in veterinary, healthcare, or multi-location service environments is preferred.

Responsibilities

• Leading by Example: role model for service excellence, professionalism, and teamwork across core CSR duties.
• Mentoring the Team: onboard and coach CSRs, provide feedback and development plans.
• Solving Problems: first escalation point for client concerns and workflow improvements.
• Driving Communication: build relationships across departments and handle sensitive conversations.
• Managing Operations: support front desk coverage, monitor client experience, ensure scheduling accuracy.
• Championing Culture: maintain calm, empathetic leadership and reinforce hospital values.

Skills

Customer service

Leadership / mentoring

Communication

Scheduling systems

POS platforms

Education

High school diploma or equivalent

Tools

Scheduling systems

POS platforms

Job description

Welcome to Aliso Viejo Animal Hospital, where our mission is centered on providing excellent small animal care backed by deep community trust. That dedication to quality is why the hospital holds an excellent 4.5-star Google rating, reflecting the confidence our clients place in us every day. We believe in fostering a supportive and collaborative environment where every single teammate feels valued and heard. If you are looking for an opportunity to do your best work alongside committed professionals in a highly desirable Southern California location, this is where your next career step begins.Joining our team means plugging into a supportive network dedicated to your personal and professional growth. We understand that career advancement is crucial, and we have programs in place designed to help you succeed, whether you are aiming to become a credentialed technician, move into a leadership position, or pursue advanced certifications. We prioritize education, creating an environment where our teammates feel supported to achieve their career goals and excel in their roles and duties.As a small animal practice, we are focused on providing comprehensive medical care and utilize resources that ensure the best possible outcomes for our patients. You will have access to internal specialty consultation programs, allowing you to easily connect with board-certified experts when complex cases arise. This commitment to educational support and accessible consultation ensures you can consistently deliver high-quality, evidence-based medicine while growing your expertise within the practice setting.Located in the heart of Orange County, Aliso Viejo offers the quintessential Southern California lifestyle. You will enjoy excellent weather year-round, proximity to beautiful beaches, and easy access to both vibrant city amenities and stunning natural landscapes. This area provides a high quality of life with abundant recreational opportunities, making it an ideal location for veterinary professionals looking for balance between a challenging career and an engaging community.

Job Description

Your Impact as a Lead Customer Service Representative

As a Lead Customer Service Representative (Lead CSR), you are a working leader who sets the tone for the hospital's first impression. You support daily front desk operations while providing essential guidance, coaching, and support to the CSR team. In this role, you are responsible for maintaining exceptional client experiences, reinforcing service standards, and serving as the primary point of escalation for client and workflow issues. You partner closely with hospital leadership to ensure smooth operations, team alignment, and a positive, collaborative culture.

Your Impact Will Include:

• Leading by Example: You will serve as a role model for service excellence, professionalism, and teamwork, performing all core CSR duties including scheduling, check-ins, and financial transactions.
• Mentoring the Team: You will support the onboarding and training of new CSRs, providing real-time coaching, feedback, and development planning to help your teammates succeed.
• Solving Problems: You will act as the first point of escalation for client concerns and service recovery, using sound judgment to resolve issues and identifying workflow gaps to suggest improvements.
• Driving Communication: You will build strong relationships across departments (technicians, veterinarians, leadership) and handle sensitive or escalated client conversations with confidence and care.
• Managing Operations: You will support daily front desk coverage, monitor client experience, and ensure the accuracy of scheduling, records, and reporting.
• Championing Culture: You will lead with integrity and empathy, maintaining a calm, supportive presence during high-volume situations and reinforcing hospital values.

What You'll Bring to the Team

• High school diploma or equivalent is required.
• Minimum of 2 years of customer service experience is required.
• Strong computer skills, including experience with scheduling systems and POS platforms.
• Excellent communication skills with the ability to communicate clearly, empathetically, and professionally.
• Prior lead, senior, or mentoring experience is strongly preferred.
• Experience in veterinary, healthcare, or multi-location service environments is preferred.

Responsibilities and Benefits

How You're Supported

As part of the Mission Pet Health family, you get the stability of a local practice backed by the comprehensive benefits and resources of a larger network. The focus is on investing in you, so you can focus on what you love.
Note: Our comprehensive benefits package is designed to support you at every stage. Eligibility for specific benefits varies based on your role and hours worked.

Competitive Compensation

A competitive hourly rate based on your experience and leadership role.

Comprehensive coverage including Health, Dental, and Vision insurance, plus access to our Employee Assistance Program (EAP).

Plan for your future with a 401k retirement plan, plus Life Insurance and Short-Term Disability options.

Commitment to Growth

We support your career goals with opportunities for professional development and training.

The Power of a Network

Join a nationwide community of over 20,000 veterinary professionals who share a passion for collaboration and career growth.

Enjoy paid time off, discounted veterinary care for your own pets, and free 24/7 access to doctors through Teladoc.

About Mission Pet Health

Mission Pet Health was founded by veterinarians on the belief that local practices thrive with clinical autonomy, collaboration, and medical excellence. The organization provides world-class support to its 850+ hospital teams on a hyper‑local basis so they can focus on what matters most: the medicine, their patients, and their team culture. Learn more at missionpethealth.com .

Driving the award‑winning culture are the WAG values – Work Together, Amaze, and Grow. Mission Pet Health is veterinarian‑led, people‑focused, and on a mission to be the best place to work in veterinary medicine. We are proud to be recognized as a 2025 "Most Loved Workplace," ranked #2 in America's Top 100 and #1 in veterinary care.

Physical Requirements: Ability to sit, stand, and walk for extended periods. Manual dexterity to operate computers and office equipment. Ability to communicate clearly with clients and team members. Reasonable accommodations may be made.

Reasonable Accommodations: Applicants with disabilities may be entitled to reasonable accommodation. Please contact [e-mail] with your request and contact information.

EEO Statement: Mission Pet Health is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive environment for all employees.

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