Lead Veterinary Client Services Specialist

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

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.