Lead Veterinary Front Desk & Service Leader

Southpoint Animal Hospital, LLC; Durham (NC); On-site; USD 24,796 - 38,572; Full time

Benefits offered by this job

Health, Dental, Vision insurance

401(k) retirement plan

Life Insurance

Short-Term Disability

Paid time off

Pet care discount

Teladoc access

Job summary

Southpoint Animal Hospital, LLC in Durham, NC is hiring a Lead Customer Service Representative (Lead CSR) to guide the front desk team and ensure exceptional client experiences. You will supervise daily operations, coach CSRs, and serve as the primary escalation point for client concerns and workflow issues.

The role emphasizes collaboration with clinicians and leadership to maintain service standards, scheduling accuracy, and a positive, client-focused culture in a high-performing hospital.

Qualifications

• High school diploma or equivalent required.
• Minimum of 2 years of customer service experience required.
• Veterinary experience is required.
• Leadership experience is required.
• Strong computer skills with scheduling systems and POS familiarity.
• Excellent communication skills in a professional manner.

Responsibilities

• Leading by example as a role model for service excellence, professionalism, and teamwork; perform core CSR duties including scheduling, check-ins, and transactions.
• Mentoring the team by onboarding and training CSRs; provide real-time coaching and development planning.
• Solve problems as the first point of escalation for client concerns and workflow gaps; resolve issues and suggest improvements.
• Drive communication by building relationships across departments and handling sensitive client conversations with care.
• Manage operations by ensuring daily front desk coverage, accurate scheduling, records, and reporting.
• Champion a culture of integrity and empathy, maintaining calm during high-volume periods and reinforcing hospital values.

Skills

Customer service

Leadership

Communication

Problem solving

Team coaching

Education

High school diploma or equivalent

Tools

Scheduling systems

POS platforms

Job description

Southpoint Animal Hospital, LLC in Durham, NC is hiring a Lead Customer Service Representative (Lead CSR) to guide the front desk team and ensure exceptional client experiences. You will supervise daily operations, coach CSRs, and serve as the primary escalation point for client concerns and workflow issues.

The role emphasizes collaboration with clinicians and leadership to maintain service standards, scheduling accuracy, and a positive, client-focused culture in a high-performing hospital.