Lead Receptionist - Ford-Caputo Veterinary Hospital

Ford-Caputo; Redford Charter Township (MI); On-site; USD 2,066,000 - 3,031,000; Full time

Benefits offered by this job

Health, Dental, and Vision insurance

401k retirement plan

Life Insurance

Short-Term Disability

Paid Time Off

Discounted veterinary care for pets

Teladoc access

Job summary

Ford-Caputo is seeking a Lead Customer Service Representative to lead and coach the CSR team at our veterinary hospital network. You will supervise front desk operations, ensure exceptional client experiences, and act as the primary escalation point for client and workflow issues.

You will partner with leadership to maintain service standards and a positive culture. Ideal candidates have 2+ years of customer service experience, strong communication, and familiarity with scheduling systems and

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, clear, empathetic and professional.
• Prior lead, senior, or mentoring experience is preferred.
• Experience in veterinary, healthcare, or multi-location service environments is preferred.

Responsibilities

• Lead CSR duties including scheduling, check-ins, and financial transactions.
• Coach and mentor CSR team with real-time feedback and development planning.
• Serve as escalation point for client concerns and recovery.
• Collaborate across departments to ensure smooth operations and culture.
• Support daily front desk coverage and maintain scheduling accuracy.
• Uphold hospital values and a calm presence during high-volume periods.

Skills

Customer service

Leadership

Scheduling systems

POS platforms

Communication

Veterinary experience

Education

High school diploma

Tools

Scheduling systems

POS platforms

Job description

If you are looking for a hospital where delivering the highest standard of care is the daily expectation, Ford-Caputo is your destination. We are proud to be AAHA Accredited, reflecting our deep commitment to excellence in small animal medicine. This dedication is consistently recognized by our community, which has given us an outstanding 4.6-star Google rating. We offer you the immediate opportunity to join a respected team where you can truly do your best work and make a profound difference in the lives of pets and their families.Joining the Ford-Caputo family means becoming part of a supportive network dedicated to your personal and professional growth. We understand that career advancement is crucial, and we have established programs in place to help all teammates achieve their professional goals, whether that means becoming a credentialed technician or moving into a leadership role. This collaborative culture ensures that you have the stability and resources necessary to focus on providing outstanding patient care, allowing you to succeed at every stage of your veterinary career.Providing quality, comprehensive small animal medicine is the foundation of our practice. Our veterinarians have access to immediate internal specialty consultations and dedicated mentorship opportunities, ensuring they are always equipped to handle the most complex cases. We emphasize continuous education and collaborative medicine, enabling you to practice evidence-based care in a structured environment. At Ford-Caputo, we provide the advanced tools and support you need to maintain the highest medical standards for our patients.Located in Redford Charter Township, Michigan, you will find a vibrant, established community offering convenient access to everything metro Detroit has to offer. Redford provides a comfortable, residential setting perfect for establishing roots while keeping you close to major highways, cultural attractions, and excellent regional resources. This location offers the perfect blend of suburban comfort and regional connectivity, giving you the ideal balance between a professionally rewarding life and a personally fulfilling lifestyle.

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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