Lead Veterinary Front Desk & Client Experience Leader

Mission Pet Health; Durham (NC); On-site; USD 25,000 - 33,000; Full time

Benefits offered by this job

Paid time off

Discounted veterinary care for your ow

Teladoc access

Job summary

Mission Pet Health is seeking a Lead Customer Service Representative to oversee front desk operations in a veterinary hospital setting in Durham, NC. You will guide CSRs, maintain client experiences, and partner with leadership to sustain high standards of service.

The role calls for veterinary hospital experience, 2+ years in customer service, and proven leadership. Expect collaborative teamwork, scheduling accuracy, and a focus on patient care in a fast-paced environment.

Qualifications

• Minimum of 2 years of customer service experience.
• Veterinary hospital experience is required.
• Leadership experience is required.
• Strong computer skills, including scheduling systems and POS platforms.
• Excellent communication skills.
• High school diploma or equivalent.

Responsibilities

• Lead by example in service excellence, professionalism, and teamwork across front desk duties.
• Mentor and coach CSRs, guiding onboarding and development planning.
• Serve as first escalation point for client concerns and workflow issues.
• Build relationships across departments and handle sensitive client conversations.
• Support daily front desk coverage and ensure accurate scheduling, records, and reporting.
• Uphold hospital values and maintain composure during high-volume periods.

Skills

Customer service

Leadership experience

Communication skills

Veterinary hospital experience

Education

High school diploma

Tools

Scheduling systems

POS platforms

Job description

Mission Pet Health is seeking a Lead Customer Service Representative to oversee front desk operations in a veterinary hospital setting in Durham, NC. You will guide CSRs, maintain client experiences, and partner with leadership to sustain high standards of service.

The role calls for veterinary hospital experience, 2+ years in customer service, and proven leadership. Expect collaborative teamwork, scheduling accuracy, and a focus on patient care in a fast-paced environment.