Lead Receptionist - Avalon Veterinary Hospital

Avalon Veterinary Hospital; Pittsburgh (Allegheny County); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Health, Dental, and Vision insurance

401k retirement plan

Paid time off

Discounted veterinary care

Teladoc access

Job summary

Avalon Veterinary Hospital in Pittsburgh, PA, is seeking a Lead Customer Service Representative to guide front desk operations, coach the CSR team, and ensure outstanding client experiences alongside technicians and veterinarians.

You will mentor peers, resolve client interactions, and help optimize workflows while upholding the hospital's standards and values. This role offers growth within a supportive, network-backed environment in a vibrant city.

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.
• 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 and teamwork, performing core CSR duties.
• Mentoring the team: onboarding and training of new CSRs with coaching and development planning.
• Solving problems: first point of escalation for client concerns and workflow improvements.
• Driving communication: build relationships across departments and handle sensitive client conversations.
• Managing operations: support daily front desk coverage and ensure scheduling accuracy.
• Championing culture: lead with integrity and empathy, reinforcing hospital values during high-volume periods.

Skills

Communication skills

Customer service

Leadership

Mentoring

Education

High school diploma

Tools

Scheduling systems

POS platforms

Job description

At Avalon Veterinary Hospital in Pittsburgh, PA, our mission centers on delivering exceptional small animal care within a culture of accountability and partnership. We are proud to be AAHA Accredited, a distinction that confirms our deep commitment to the highest standards of veterinary medicine and operational excellence. This dedication to quality is reflected in our outstanding 4.6-star Google rating, showing the strong trust our community places in us. If you are seeking a place where you can immediately do your best work alongside supportive teammates, this is your opportunity.As part of a larger network of hospitals, you are joining a culture deeply focused on professional growth and continuous education. We understand that stable, supported teammates succeed, which is why we provide structured programs to help you achieve your career goals, whether that means becoming a credentialed technician, pursuing advanced certifications, or moving into a leadership role. We prioritize mentorship and access to educational resources to ensure every teammate feels valued and empowered to contribute fully to the practice.Your access to advanced medical resources is paramount here. While we focus intensely on small animal general practice, our hospital network ensures veterinarians have immediate access to internal specialty consultations and resources, allowing you to manage complex cases efficiently without referral delay. We invest in the tools and education necessary so that you can consistently deliver high-quality, comprehensive patient care. We believe in continuous learning, ensuring you always have the support needed to practice medicine at your highest level.Beyond the hospital walls, you will discover the unique energy of Pittsburgh, Pennsylvania. Known as the City of Bridges, Pittsburgh offers an accessible lifestyle blending historic charm, world-class dining, and championship sports teams. Whether you enjoy exploring vibrant cultural districts, taking advantage of the robust arts scene, or spending time outdoors in the nearby parks and rivers, Pittsburgh provides a dynamic and affordable setting where you can build a fulfilling life outside of the operating room.

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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