Lead Veterinary Receptionist

Carpentervet; Cary (NC); On-site; USD 25,000 - 39,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

401k retirement plan

Life Insurance

Short-Term Disability

Paid time off

Discounted veterinary care

Teladoc access

Job summary

Mission Pet Health is seeking a Lead Customer Service Representative (Lead CSR) at Care Animal Hospital network in Cary, NC. You will oversee front desk operations, coach CSRs, and maintain high standards of client service across multiple hospitals.

You will mentor team members, resolve escalations, and collaborate with technicians and veterinarians to ensure smooth daily workflows while upholding the organization’s commitment to excellence in veterinary care.

Qualifications

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

Responsibilities

• Leading by example by delivering service excellence and handling core CSR duties including scheduling, check-ins, and transactions.
• Mentoring onboarding and training of new CSRs with real-time coaching and development planning.
• First point of escalation for client concerns and service recovery, identifying workflow gaps for improvements.
• Builds strong cross-department relationships and handles escalated client conversations with care.
• Support daily front desk operations, monitor client experience, and ensure accurate scheduling and records.

Skills

Customer service

Leadership

Mentoring

Communication

Scheduling systems

POS platforms

Veterinary experience

Education

High school diploma or equivalent

Tools

Scheduling software

POS systems

Job description

At Carpenter Animal Hospital and Pet Inn in Cary, North Carolina, you join a practice committed to the highest standards of veterinary excellence. We are proud to be an AAHA Accredited hospital, reflecting our dedication to quality care across every aspect of our small animal practice. This commitment resonates deeply within the community, evidenced by our outstanding 4.7-star Google rating. We are seeking a compassionate and driven professional like you to join our group of exceptional teammates and do your best work every day.We understand that support is crucial for your success. As part of a robust network of veterinary practices, you benefit from a culture that actively invests in your professional development. We offer clear pathways for career advancement, whether you aim to become a credentialed technician or step into a leadership role. You will be supported by management focused on optimizing workflow and ensuring that every teammate has the resources necessary to reach their career goals in an environment designed for professional growth.Our commitment to providing exceptional small animal medical services is paramount. Because we value collaboration and advanced diagnostics, you will have access to internal specialty consultations and continuing education opportunities designed to refine your clinical skills. We prioritize the utilization of modern protocols and equipment, empowering our veterinarians and credentialed technicians to pursue the highest standard of evidence-based medicine for their patients. This focus ensures you can practice sophisticated care that consistently meets AAHA standards.Cary, North Carolina, offers a truly exceptional quality of life. Located squarely within the vibrant Research Triangle region, Cary is repeatedly recognized as one of the safest and most desirable places to live in the nation. You will enjoy access to award-winning parks, extensive greenway systems for recreation, and a bustling local food and arts scene. Combining small-town feel with easy access to Raleigh and Durham’s cosmopolitan amenities, Cary provides the perfect setting for you to build a successful career and a rewarding personal life.

Job Description

Your Impact as a Lead Customer Service Representative

As a Lead Customer Service Representative (Lead CSR), you are a working leader who sets the tone for the hospital's first impression. You support daily front desk operations while providing essential guidance, coaching, and support to the CSR team. In this role, you are responsible for maintaining exceptional client experiences, reinforcing service standards, and serving as the primary point of escalation for client and workflow issues. You partner closely with hospital leadership to ensure smooth operations, team alignment, and a positive, collaborative culture.

Your Impact Will Include:

• Leading by Example: You will serve as 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 the onboarding and training of new CSRs, providing real-time coaching, feedback, and development planning to help your teammates succeed.
• Solving Problems: You will act as the first point of escalation for client concerns and service recovery, 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.

What You'll Bring to the Team

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

How You're Supported

As part of the Mission Pet Health family, you get the stability of a local practice backed by the comprehensive benefits and resources of a larger network. The focus is on investing in you, so you can focus on what you love.

Note: Our comprehensive benefits package is designed to support you at every stage. Eligibility for specific benefits varies based on your role and hours worked.

Competitive Compensation

A competitive hourly rate based on your experience and leadership role.

• Comprehensive coverage including Health, Dental, and Vision insurance, plus access to our Employee Assistance Program (EAP).
• Plan for your future with a 401k retirement plan, plus Life Insurance and Short-Term Disability options.
• Enjoy paid time off, discounted veterinary care for your own pets, and free 24/7 access to doctors through Teladoc.

Commitment to Growth

We support your career goals with opportunities for professional development and training.

The Power of a Network

Join a nationwide community of over 20,000 veterinary professionals who share a passion for collaboration and career growth.

Enjoy paid time off, discounted veterinary care for your own pets, and free 24/7 access to doctors through Teladoc.

About Mission Pet Health

Mission Pet Health was founded by veterinarians on the belief that local practices thrive with clinical autonomy, collaboration, and medical excellence. The organization provides world-class support to its 850+ hospital teams on a hyper-local basis so they can focus on what matters most: the medicine, their patients, and their team culture. Learn more at missionpethealth.com .

Driving the award-winning culture are the WAG values – Work Together, Amaze, and Grow. Mission Pet Health is veterinarian-led, people-focused, and on a mission to be the best place to work in veterinary medicine. We are proud to be recognized as a 2025 "Most Loved Workplace," ranked #2 in America's Top 100 and #1 in veterinary care.

Physical Requirements: Ability to sit, stand, and walk for extended periods. Manual dexterity to operate computers and office equipment. Ability to communicate clearly with clients and team members. Reasonable accommodations may be made.

Reasonable Accommodations: Applicants with disabilities may be entitled to reasonable accommodation. Please contact [e-mail] with your request and contact information.

EEO Statement: Mission Pet Health is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive environment for all employees.

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