Lead Customer Service Representative (Lead Receptionist)

Mission Veterinary Partners; Westland (MI); On-site; USD 22,041 - 24,796; Full time

Benefits offered by this job

Competitive compensation

Paid time off

Medical, dental, and vision coverage

401K plan with company match

Job summary

A veterinary hospital is seeking a Lead Customer Service Representative to enhance client relationships and ensure exceptional service. The ideal candidate will have a background in veterinary customer service with strong communication skills. This full-time position offers competitive compensation and benefits, with a commitment to fostering a supportive team environment.

Qualifications

• Prior experience in customer service/reception in the veterinary field required.
• Computer knowledge required- keyboarding and use of communication tools (e-mail/internet).
• Working knowledge of veterinary terminology.

Responsibilities

• Greet clients and pets by name with a positive attitude.
• Answer phones promptly and professionally;
• Schedule appointments and surgeries according to hospital scheduling guidelines.

Skills

Client service

Communication

Multi-tasking

Education

High school diploma or equivalent

Job description

Lead Customer Service Representative (Lead Receptionist)

Join to apply for the Lead Customer Service Representative (Lead Receptionist) role at Mission Pet Health

Overview

Westland Veterinary Hospital has an opportunity for a full-time Lead Customer Service Representative to join our team! We are a full-service veterinary hospital that offers specialty and generalized pet care for dogs, cats, and exotic pets such as birds, rabbits, ferrets, and other pocket pets! We offer a wide variety of diagnostic services, and surgical procedures, such as spaying and neutering for dogs, cats, rabbits, and ferrets, vaccinations, microchipping, and routine check-ups.

Location: 7610 N Wayne Rd, Westland, MI 48185

Shift Details: This is a full-time position (30+ hours/week) working Monday-Friday 9:00am - 6:00pm with one to two early shifts per week starting at 8am to facilitate surgery check-ins, rotating Saturdays 8:00am - 1:00pm. Must be available to work at least two Saturdays a month.

Pay Range: $16.00 - $18.00/hour

What we are looking for: The ideal candidate will excel in client service and communication, ensuring every client interaction leaves a positive and lasting impression. You must be able to handle payments, assist with financial issues, and confidently manage multiple tasks in a fast-paced environment. Veterinary customer service experience preferred, but leadership experience in other fields will be equally considered. If you have a friendly attitude, strong organizational skills, and thrive under pressure, we’d love to have you on our team!

What We Offer

• A dynamic and supportive team environment where collaboration and compassion are valued.
• Opportunities for growth and advancement within our rapidly expanding practice.
• Get the work-life balance you deserve with a great schedule
• Competitive compensation and benefits package, including paid time off, medical, dental, and vision coverage.
• 401K plan with company match

Job Summary: The Lead Customer Service Representative (CSR) focuses on client service and excellent communication. The Lead CSR is the first and last contact that a client will have with the hospital and a key to creating first and lasting impressions. The Lead CSR must have exceptional client service and communication skills, computer literacy, ability to handle payment and financial issues, ability to multi-task, a friendly attitude and confidence to deal with stressful situations. The Lead CSR will support veterinarians, technicians, veterinary assistants, groomers and kennel staff in daily patient and client care.

Responsibilities

• Maintain and uphold the Core Values and Mission Statement of MVP.
• Greet clients and pets by name with a smile and a positive, solution-oriented attitude.
• Answer phones promptly and professionally using a multi-line phone system; answering client inquiries about basic animal care and routine procedures, questions about veterinary services and products, and provide knowledgeable advice about wellness, prevention, and diseases.
• Screen and route calls to appropriate staff; take and deliver messages promptly to appropriate staff, pulling medical records of patients so staff can properly document information.
• Schedule appointments and surgeries according hospital scheduling guidelines and make surgery and appointment confirmation calls.
• Note in medical records the details discussed during client conservations including the date, time, key points of the discussion and any required information.
• Train new employees using level training method.
• Foster collaborative relationships with other team members and departments.
• Enter accurate charges; explain invoices to show value for care provided, stating all services and products provided before the total; echo doctors’ recommendations when checking out clients.
• Collect payment when services are rendered, including making change for cash payments, processing credit cards and getting proper ID for checks.
• Verify the eligibility of clients with charge accounts.
• Balance the cash drawer at end of each day.
• Check medical and computer records for accurate client addresses, phone numbers, e-mail addresses and scan appropriate new documents to patient’s medical records.
• Fill prescriptions refill forms and provide routine administrations instructions to clients.
• Advise clients on flea/tick preventative, heartworm preventatives, pre-anesthetic testing, pain management, shampoos, home dental products, and other retail items.

Qualifications

• High school diploma or equivalent.
• Prior experience in customer service/reception in veterinary field required.
• Demonstrated commitment to MVP core values.
• Computer knowledge required- keyboarding and use of communication tools (e-mail/internet).
• Working knowledge of veterinary terminology- must be able to pronounce, spell, and know the meaning.
• Must have excellent spelling and grammar.
• Ability to handle varied and sometimes difficult conditions: will be exposed to highly emotional situations, unpleasant odors, noises and animal excrement.
• Ability to display tact and respect with clients and team members, even when busy or hectic.
• Ability to conduct oneself in a confident, calm, and professional manner with clients and staff when situations are stressful and/or focused on individual tasks.
• Must feel and express a genuine liking for animals and their owners and for working in an animal care field.

Identity Statement

Mission Veterinary Partners (MVP) is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.