Lead Receptionist

Southpoint Animal Hospital, LLC; Durham (NC); On-site; USD 24,796 - 38,572; Full time

Benefits offered by this job

Health, Dental, Vision insurance

401(k) retirement plan

Life Insurance

Short-Term Disability

Paid time off

Pet care discount

Teladoc access

Job summary

Southpoint Animal Hospital, LLC in Durham, NC is hiring a Lead Customer Service Representative (Lead CSR) to guide the front desk team and ensure exceptional client experiences. You will supervise daily operations, coach CSRs, and serve as the primary escalation point for client concerns and workflow issues.

The role emphasizes collaboration with clinicians and leadership to maintain service standards, scheduling accuracy, and a positive, client-focused culture in a high-performing hospital.

Qualifications

• High school diploma or equivalent required.
• Minimum of 2 years of customer service experience required.
• Veterinary experience is required.
• Leadership experience is required.
• Strong computer skills with scheduling systems and POS familiarity.
• Excellent communication skills in a professional manner.

Responsibilities

• Leading by example as a role model for service excellence, professionalism, and teamwork; perform core CSR duties including scheduling, check-ins, and transactions.
• Mentoring the team by onboarding and training CSRs; provide real-time coaching and development planning.
• Solve problems as the first point of escalation for client concerns and workflow gaps; resolve issues and suggest improvements.
• Drive communication by building relationships across departments and handling sensitive client conversations with care.
• Manage operations by ensuring daily front desk coverage, accurate scheduling, records, and reporting.
• Champion a culture of integrity and empathy, maintaining calm during high-volume periods and reinforcing hospital values.

Skills

Customer service

Leadership

Communication

Problem solving

Team coaching

Education

High school diploma or equivalent

Tools

Scheduling systems

POS platforms

Job description

Welcome to Southpoint Animal Hospital, where our mission is centered on compassionate, advanced patient care and fostering deep community trust. That dedication is reflected in our exceptional 4.9‑star Google rating, confirming our commitment to excellence within the Durham community. When you join our hospital, you are stepping into an environment where collaboration is paramount and patient advocacy guides every decision. This is an opportunity for you to truly impact animal health and do your best work in a supportive, high‑performing environment. We understand that you need dedicated support to succeed in veterinary medicine. As part of a larger network of hospitals, Southpoint Animal Hospital invests heavily in your professional development. We offer clear programs designed to help all teammates achieve their career goals, whether that means becoming a credentialed technician, moving into leadership, or pursuing advanced educational opportunities. We provide robust continuing education resources and systems designed to promote efficient workflow and scheduling stability, ensuring you have the resources necessary to grow professionally. Quality of medicine is non‑negotiable here, and you will be working in a facility equipped to handle complex cases, including access to specialized in‑house services such as Cardiology. For our doctors, this means immediate access to internal specialty consultations and resources that support advanced diagnostics and detailed patient management across a wide spectrum of care. We emphasize a collaborative approach to challenging cases, ensuring that every patient benefits from collective knowledge and state‑of‑the‑art medical protocols. Locating your career in Durham, NC, means embracing a vibrant, energetic community often affectionately referred to as the "City of Medicine" due to its world‑class health institutions. Durham offers a perfect blend of historic charm, technological innovation, and a nationally recognized culinary scene. Known for its strong commitment to arts, excellent educational opportunities, and proximity to Research Triangle Park, this location offers an ideal balance between professional challenge and quality of life. You will find that Durham provides an enriching setting for both personal and professional growth.

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.
• Veterinary experience is required.
• Time within a leadership role 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.

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.

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.

Benefits

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

Plan for your future with a 401(k) 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.

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.