Lead Veterinary Front Desk & Client Experience

Carpentervet; Cary (NC); 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

Discounted veterinary care

Teladoc access

Job summary

Mission Pet Health is seeking a Lead Customer Service Representative (Lead CSR) at Care Animal Hospital network in Cary, NC. You will oversee front desk operations, coach CSRs, and maintain high standards of client service across multiple hospitals.

You will mentor team members, resolve escalations, and collaborate with technicians and veterinarians to ensure smooth daily workflows while upholding the organization’s commitment to excellence in veterinary care.

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

• Leading by example by delivering service excellence and handling core CSR duties including scheduling, check-ins, and transactions.
• Mentoring onboarding and training of new CSRs with real-time coaching and development planning.
• First point of escalation for client concerns and service recovery, identifying workflow gaps for improvements.
• Builds strong cross-department relationships and handles escalated client conversations with care.
• Support daily front desk operations, monitor client experience, and ensure accurate scheduling and records.

Skills

Customer service

Leadership

Mentoring

Communication

Scheduling systems

POS platforms

Veterinary experience

Education

High school diploma or equivalent

Tools

Scheduling software

POS systems

Job description

Mission Pet Health is seeking a Lead Customer Service Representative (Lead CSR) at Care Animal Hospital network in Cary, NC. You will oversee front desk operations, coach CSRs, and maintain high standards of client service across multiple hospitals.

You will mentor team members, resolve escalations, and collaborate with technicians and veterinarians to ensure smooth daily workflows while upholding the organization’s commitment to excellence in veterinary care.