Lead Veterinary CSR & Client Experience

Mission Pet Health; Texas; On-site; USD 25,000 - 30,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401k

Life insurance

Short-Term Disability

Employee Assistance Program (EAP)

Paid time off

Discounted veterinary care

Teladoc access

Job summary

Mission Pet Health is seeking a Lead Customer Service Representative (Lead CSR) for Cypress Fairhaven Animal Hospital in Cypress, TX. You will supervise front desk operations, coach the CSR team, and ensure exceptional client experiences while upholding service standards across the hospital’s daily workflows.

The role emphasizes mentoring, escalation management, cross-department collaboration, and a calm leadership presence during busy periods.

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 strongly preferred.
• Experience in veterinary, healthcare, or multi-location service environments is preferred.

Responsibilities

• 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 onboarding and training of new CSRs, providing real-time coaching, feedback, and development planning.
• Solving Problems: you will act as the first point of escalation for client concerns and service recovery, identifying workflow gaps and suggesting improvements.
• Driving Communication: you will build strong relationships across departments and handle sensitive 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.

Skills

Customer service

Leadership

Communication

Scheduling systems

POS platforms

Tools

Scheduling systems

POS platforms

Job description

Mission Pet Health is seeking a Lead Customer Service Representative (Lead CSR) for Cypress Fairhaven Animal Hospital in Cypress, TX. You will supervise front desk operations, coach the CSR team, and ensure exceptional client experiences while upholding service standards across the hospital’s daily workflows.

The role emphasizes mentoring, escalation management, cross-department collaboration, and a calm leadership presence during busy periods.