Lead Veterinary CSR: Coaching, Front Desk & Growth

Carpenter Animal Hospital; Cary (NC); On-site; USD 25,000 - 33,000; Full time

Benefits offered by this job

Paid time off

Discounted veterinary care for yourown

Teladoc access

Job summary

Carpenter Animal Hospital and Pet Inn in Cary, NC seeks a Lead Customer Service Representative to lead the front desk, coach the CSR team, and ensure exceptional client experiences. You will collaborate with technicians and veterinarians to maintain high service standards and efficient scheduling.

Requirements include a high school diploma or equivalent, 2+ years of customer service, strong computer skills (scheduling systems and POS), and prior lead or mentoring experience.

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

Responsibilities

• Lead by example in service excellence, professionalism, and teamwork across front desk duties.
• Mentor team members, provide real-time coaching and development plans.
• Serve as first escalation point for client concerns and workflow issues.
• Foster cross‑department communication with technicians, veterinarians, and leadership.
• Support daily front desk coverage, scheduling accuracy, records, and reporting.
• Uphold hospital values and maintain a calm, supportive presence during peak times.

Skills

Customer service

Leadership

Communication

Scheduling systems

POS platforms

Veterinary environment experience

Education

High school diploma or equivalent

Tools

Scheduling software

POS platforms

Job description

Carpenter Animal Hospital and Pet Inn in Cary, NC seeks a Lead Customer Service Representative to lead the front desk, coach the CSR team, and ensure exceptional client experiences. You will collaborate with technicians and veterinarians to maintain high service standards and efficient scheduling.

Requirements include a high school diploma or equivalent, 2+ years of customer service, strong computer skills (scheduling systems and POS), and prior lead or mentoring experience.