Lead Veterinary Front Desk & Customer Experience

Mission Pet Health; Durham (NC); On-site; USD 25,000 - 39,000; Full time

Benefits offered by this job

Paid time off

Discounted veterinary care for your 
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Teladoc 24/7 access to doctors

Job summary

Mission Pet Health in Durham, NC is seeking a Lead Customer Service Representative to guide the front desk, elevate client experiences, and uphold service standards within a collaborative veterinary network. You will be a working leader, mentoring CSRs and coordinating scheduling, records, and client communications to support doctors and patients.

In this role you will manage daily front desk operations, handle escalations with empathy, and foster a positive hospital culture through teamwork and

Qualifications

• Minimum 2 years of customer service experience.
• Veterinary experience required.
• Leadership experience required.
• Strong computer skills with scheduling systems and POS.
• Excellent communication skills.

Responsibilities

• Leading by Example: you will be a role model for service excellence, professionalism, 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 real-time coaching, feedback, and development planning to help teammates succeed.
• Solving Problems: you will act as the first point of escalation for client concerns and workflow issues, using sound judgment to resolve issues and identifying workflow gaps to suggest improvements.
• Driving Communication: you will build strong relationships across departments (technicians, veterinarians, leadership) and handle sensitive or escalated client conversations with confidence and care.
• Managing Operations: you will support daily front desk coverage, monitor client experience, and ensure the accuracy of scheduling, records, and reporting.
• Championing Culture: you will lead with integrity and empathy, maintaining a calm, supportive presence during high-volume situations and reinforcing hospital values.

Skills

Customer service

Leadership

Communication

Computer skills

Scheduling systems

POS platforms

Veterinary experience

Education

High school diploma or equivalent

Job description

Mission Pet Health in Durham, NC is seeking a Lead Customer Service Representative to guide the front desk, elevate client experiences, and uphold service standards within a collaborative veterinary network. You will be a working leader, mentoring CSRs and coordinating scheduling, records, and client communications to support doctors and patients.

In this role you will manage daily front desk operations, handle escalations with empathy, and foster a positive hospital culture through teamwork and