Lead Veterinary Front Desk & Client Experience

Mission Pet Health; Charlotte (NC); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Paid time off

Discounted veterinary care for yourOwn

Teladoc access to doctors

Job summary

Piper Glen Animal Hospital in Charlotte, NC is seeking a Lead Customer Service Representative to set the tone for the hospital's first impression and lead the CSR team at the front desk.

You will mentor CSRs, manage scheduling, financial transactions, and partner with technicians, veterinarians, and leadership to maintain exceptional client experiences and smooth operations in a high-standard AAHA-accredited environment.

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 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 coaching and development planning.
• Solving Problems: you will be the first point of escalation for client concerns and service recovery, identifying workflow gaps.
• Driving Communication: you will build relationships across departments and handle sensitive client conversations with care.
• Managing Operations: you will support daily front desk coverage, monitor client experience, and ensure accurate scheduling, records, and reporting.
• Championing Culture: you will uphold hospital values and maintain a calm presence during high-volume times.

Skills

Customer service

Leadership

Communication

Tech-savvy

Education

High school diploma or equivalent

Tools

Scheduling systems

POS platforms

Job description

Piper Glen Animal Hospital in Charlotte, NC is seeking a Lead Customer Service Representative to set the tone for the hospital's first impression and lead the CSR team at the front desk.

You will mentor CSRs, manage scheduling, financial transactions, and partner with technicians, veterinarians, and leadership to maintain exceptional client experiences and smooth operations in a high-standard AAHA-accredited environment.