Lead Veterinary Front Desk Specialist

Mission Pet Health; Cary (NC); On-site; USD 21,000 - 34,000; Full time

Benefits offered by this job

Paid time off

Discounted veterinary care for your 0w

Free Teladoc access

Job summary

Mission Pet Health seeks a Lead Customer Service Representative in Cary, NC to shape the hospital's first impression and guide the CSR team. You will manage front desk operations, coach teammates, and act as the primary escalation point for client and workflow issues, partnering with hospital leadership to uphold service standards.

You will lead by example, mentor team members, resolve problems, and drive cross-department communication to ensure exceptional client experiences and smooth daily

Qualifications

• High school diploma or equivalent required.
• Minimum of 2 years of customer service experience required.
• Strong computer skills, including scheduling systems and POS platforms.
• Excellent communication skills with empathy and professionalism.
• Prior lead, senior, or mentoring experience required.
• Experience in veterinary, healthcare, or multi-location service environments preferred.

Responsibilities

• Lead CSR and front desk operations with a focus on exceptional client experiences.
• Coach and develop the CSR team with real-time feedback and performance planning.
• Serve as escalation point for client concerns and workflow issues.
• Collaborate across departments (technicians, veterinarians, leadership) to ensure smooth operations.
• Support daily front desk coverage and ensure accurate scheduling, records, and reporting.
• Model the hospital values and maintain a calm, supportive presence during busy periods.

Skills

Customer service

Leadership

Communication

Mentoring

Education

High school diploma or equivalent

Tools

Scheduling systems

POS platforms

Job description

Mission Pet Health seeks a Lead Customer Service Representative in Cary, NC to shape the hospital's first impression and guide the CSR team. You will manage front desk operations, coach teammates, and act as the primary escalation point for client and workflow issues, partnering with hospital leadership to uphold service standards.

You will lead by example, mentor team members, resolve problems, and drive cross-department communication to ensure exceptional client experiences and smooth daily