Lead Veterinary Front Desk & Customer Experience

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

Benefits offered by this job

Paid time off

Discounted veterinary care for your ow

Free Teladoc 24/7 access

Job summary

Mission Pet Health is seeking a Lead Customer Service Representative to guide the CSR team and oversee frontline operations. You will coach, schedule, and handle escalations while maintaining exceptional client experiences across a multi-location veterinary network.

As a working leader, you will partner with hospital leadership to align teams, uphold service standards, and drive a positive culture across stations and visits. This role offers growth within a nationwide veterinary network.

Qualifications

• High school diploma or equivalent is required.
• Minimum of 2 years of customer service experience is required.
• Strong computer skills, including 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

• Lead by example and serve as a role model for service excellence, professionalism, and teamwork, performing core CSR duties including scheduling, check-ins, and financial transactions.
• Mentor the CSR team, onboarding and training new CSRs with real-time coaching and development planning.
• Act as the first point of escalation for client concerns and service recovery, identifying workflow gaps and suggesting improvements.
• Build strong cross-department relationships and handle sensitive client conversations with care.
• Support daily front desk coverage, monitor client experience, and ensure accurate scheduling, records, and reporting.
• Lead with integrity and empathy, maintaining composure during high-volume situations and reinforcing hospital values.

Skills

Customer service experience

Leadership

Coaching

Communication skills

POS platforms

Scheduling software

Education

High school diploma or equivalent

Tools

Scheduling systems

POS platforms

Job description

Mission Pet Health is seeking a Lead Customer Service Representative to guide the CSR team and oversee frontline operations. You will coach, schedule, and handle escalations while maintaining exceptional client experiences across a multi-location veterinary network.

As a working leader, you will partner with hospital leadership to align teams, uphold service standards, and drive a positive culture across stations and visits. This role offers growth within a nationwide veterinary network.