Lead CSR / Receptionist

Bees Ferry Veterinary Hospital, LLC; Charleston (SC); On-site; USD 25,000 - 33,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401k plan

Life Insurance

Short-Term Disability

Employee Assistance Program (EAP)

Paid time off

Discounted pet care

Teladoc access

Job summary

Bees Ferry Veterinary Hospital, LLC in Charleston, SC is seeking a Lead Customer Service Representative to guide the front desk team, coach CSRs, and maintain exceptional client experiences. You will be the primary escalation point for client concerns and help ensure smooth operations across the hospital.

The role emphasizes mentorship, interdepartmental collaboration, and maintaining service standards in a fast-paced veterinary environment with a supportive team culture.

Qualifications

• High school diploma or equivalent is required.
• Minimum of 2 years of customer service experience is required.
• Strong computer skills, including 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

• Lead by example, perform core CSR duties, including scheduling, check-ins, and financial transactions.
• Mentor and train CSRs, providing real-time coaching and development planning.
• Serve as the first escalation point for client concerns and service recovery.
• Foster cross-department collaboration with technicians, veterinarians, and leadership.
• Manage daily front desk coverage, verify scheduling accuracy, and maintain records and reporting.
• Uphold hospital values and maintain a calm, supportive presence during high-volume periods.

Skills

Customer service

Leadership

Communication

Computer skills

Mentoring/Coaching

Veterinary/healthcare familiarity

Education

High school diploma or equivalent

Tools

Scheduling systems

POS platforms

Job description

If you are looking for a hospital defined by its commitment to quality and comprehensive care, Bees Ferry Veterinary Hospital in Charleston, SC, offers an exceptional opportunity. We have been a trusted partner in pet healthcare since 1993, and the community recognizes our dedication, giving us an excellent 4.7-star Google rating. Crucially, we are recognized as an American Animal Hospital Association (AAHA) accredited facility. This means we voluntarily undergo regular, rigorous evaluations to meet or exceed the highest benchmarks in areas like surgery, patient care, diagnostic imaging, and anesthesiology. This is where you can truly do your best work alongside collaborative teammates.At Bees Ferry, we focus on an integrated approach to veterinary medicine characterized by professional collaboration and open communication. We believe every teammate should feel supported to achieve their career goals. As part of a larger network, we maintain a culture of growth and continuous education, ensuring veterinarians have access to robust internal specialty consultations when needed. We are dedicated to supporting all members of our team as they seek to succeed in their careers, whether through advancing skills in current roles or moving into leadership positions.Because we operate as an AAHA accredited facility, you will be joining a practice that holds itself to the highest worldwide standards of quality care. This commitment is evident in the broad scope of advanced medicine we offer. You will have the opportunity to utilize advanced testing and diagnostics, including on-site Ultrasound, to deliver the best patient outcomes. Our extensive service offerings include surgical procedures, urgent care, and emergency services, ensuring that we are ready to address critical cases while providing comprehensive small animal wellness and essential services like dentistry.Bees Ferry Veterinary Hospital is situated in the historic and vibrant community of Charleston, SC. This community has trusted us with their beloved pets since 1993. Our extensive hours allow us to meet the diverse needs of pet owners across the city, providing full-service veterinary care and urgent care when they need it most. When you join our team, you become part of a practice deeply embedded in the local fabric, dedicated to treating pets like our own and supporting the overall wellness of the Charleston pet population.

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.

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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