Lead Veterinary CSR — Front Desk Leader & Coach

Aliso Viejo Animal Hospital; Aliso Viejo (CA); On-site; USD 30,000 - 41,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401k

Life Insurance

Teladoc access

Paid time off

Pet care discount

Job summary

Aliso Viejo Animal Hospital in Orange County seeks a Lead Customer Service Representative to elevate client experiences at the front desk and guide the CSR team.

You will mentor peers, handle escalations, coordinate scheduling and billing, and partner with hospital leadership to maintain a calm, service-oriented environment. This role offers growth opportunities within a supportive network and comprehensive benefits.

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: role model for service excellence, professionalism, and teamwork across core CSR duties.
• Mentoring the Team: onboard and coach CSRs, provide feedback and development plans.
• Solving Problems: first escalation point for client concerns and workflow improvements.
• Driving Communication: build relationships across departments and handle sensitive conversations.
• Managing Operations: support front desk coverage, monitor client experience, ensure scheduling accuracy.
• Championing Culture: maintain calm, empathetic leadership and reinforce hospital values.

Skills

Customer service

Leadership / mentoring

Communication

Scheduling systems

POS platforms

Education

High school diploma or equivalent

Tools

Scheduling systems

POS platforms

Job description

Aliso Viejo Animal Hospital in Orange County seeks a Lead Customer Service Representative to elevate client experiences at the front desk and guide the CSR team.

You will mentor peers, handle escalations, coordinate scheduling and billing, and partner with hospital leadership to maintain a calm, service-oriented environment. This role offers growth opportunities within a supportive network and comprehensive benefits.