Lead Veterinary Front Desk & Team Coach

Mission Pet Health; Phoenixville (Chester County); On-site; USD 28,000 - 39,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401k plan

Life Insurance

Short-Term Disability

Employee Assistance Program (EAP)

Paid time off

Pet care discount

Teladoc access

Job summary

Mission Pet Health is seeking a Lead Customer Service Representative to guide the hospital's front desk operations and mentor the CSR team. You will ensure exceptional client experiences, support scheduling and records accuracy, and partner with leadership to uphold service standards across multiple locations.

You will lead with empathy and integrity, manage escalations, and collaborate with technicians, veterinarians, and leadership to maintain a positive culture and high-quality patient care.

Qualifications

• High school diploma or equivalent is required.
• Minimum of 2 years of customer service experience is required.
• Experience in veterinary, healthcare, or multi-location service environments 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 required.

Responsibilities

• Lead CSR role: set tone for hospital’s first impression and supervise daily front desk operations.
• Mentor and coach CSR team, providing real-time feedback and development planning.
• Serve as escalation point for client concerns and workflow issues.
• Build cross-department relationships and handle sensitive client conversations.
• Support scheduling accuracy, records, and reporting; monitor client experience.
• Uphold hospital values and maintain a calm, supportive presence during high-volume periods.

Skills

Customer service

Communication

Leadership

Healthcare experience

Scheduling systems

POS platforms

Veterinary environment experience

Education

High school diploma or equivalent

Job description

Mission Pet Health is seeking a Lead Customer Service Representative to guide the hospital's front desk operations and mentor the CSR team. You will ensure exceptional client experiences, support scheduling and records accuracy, and partner with leadership to uphold service standards across multiple locations.

You will lead with empathy and integrity, manage escalations, and collaborate with technicians, veterinarians, and leadership to maintain a positive culture and high-quality patient care.