Lead CSR/Receptionist

Mission Pet Health; Fort Worth (TX); On-site; USD 25,000 - 39,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401k retirement plan

Life Insurance

Short-Term Disability

Paid time off

Pet care discount

Teladoc access

Job summary

Summer Creek Animal Clinic in Fort Worth, TX is seeking a Lead Customer Service Representative to guide the CSR team and uphold exceptional client experiences.

You will support front desk operations, coach CSRs, and serve as the escalation point while maintaining high service standards in a Fear Free, AAHA-accredited setting. Veterinary experience is required and leadership is essential.

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 needed for this role.
• Veterinary experience is required.
• Available to work during Monday-Friday, as well as, Saturday.

Responsibilities

• Leading by Example: model service excellence, professionalism and teamwork; perform core CSR duties like scheduling, check-ins, and financial transactions.
• Mentoring the Team: onboard and train CSRs; provide real-time coaching and development planning.
• Solving Problems: serve as first escalation point for client concerns and workflow issues; identify gaps and suggest improvements.
• Driving Communication: build relationships across departments and handle sensitive client conversations with care.
• Managing Operations: support daily front desk coverage, monitor client experience, ensure scheduling/records accuracy.
• Championing Culture: lead with integrity and empathy during high-volume times and uphold hospital values.

Skills

Customer service experience

Leadership/mentoring

Scheduling systems

POS platforms

Communication skills

Veterinary experience

Education

High school diploma or equivalent

Tools

Scheduling systems

POS platforms

Job description

You are invited to join Summer Creek Animal Clinic, a practice built on providing comprehensive and specialized care in Fort Worth, Texas. We take immense pride in being recognized as the only AAHA Accredited and Fear Free Certified Clinic in the area, showcasing our dedication to world-class standards in surgery, diagnostics, and patient care. Since 2018, the community has trusted us, evidenced by our excellent 4.7-star Google rating. If you are seeking a supportive environment where quality medicine is paramount, this is where you can do your best work. Joining our hospital means integrating into a deeply committed group of teammates who uphold the Fear Free mission daily. This specialized training ensures that you will practice in an environment designed to minimize fear, anxiety, and stress for both patients and the people who care for them. Every teammate plays a crucial role in maintaining the rigorous standards set by our AAHA accreditation across nearly every aspect of the hospital, from client service to anesthesiology, ensuring you always have the best support system to succeed. At Summer Creek, you will be utilizing a full spectrum of small animal medicine focused on achieving pet wellness. Our services extend far beyond preventative care; you will manage complex cases involving Advanced Care, Surgical Procedures, Testing and Diagnostics, and Urgent Care. As an American Animal Hospital Association (AAHA) accredited facility, you can be confident that the protocols governing our exam facilities, diagnostic imaging, and patient management meet or exceed worldwide industry benchmarks for quality care. Your future awaits in Fort Worth, Texas. This dynamic community provides a perfect setting for your professional growth, offering a supportive environment where pet owners are committed to their animals' healthcare. Located near Sycamore School Road, you will find yourself situated in a centralized area of the vibrant Fort Worth community.

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 needed for this role.
• Veterinary experience is required.
• Available to work during Monday-Friday, as well as, Saturday.

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.

Competitive Compensation

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

Total Wellbeing

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

Financial Health

• 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.

Valuable Perks

• 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.