Lead Veterinary Receptionist

Shiloh Animal Hospital; Morrisville (NC); On-site; USD 25,000 - 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

Job summary

Mission Pet Health is seeking a Lead Customer Service Representative to drive exceptional client experiences at our East Riverside Veterinary Hospital and affiliated locations. You will mentor CSRs, oversee front desk operations, and act as the primary escalation point for client concerns while partnering with leadership to ensure smooth daily workflows.

We offer comprehensive benefits, a strong support network, and opportunities for professional growth within a nationwide veterinary

Qualifications

• 2+ years of customer service experience required.
• Strong communication skills, empathetic and professional.
• Prior lead or mentoring experience preferred.
• Experience in veterinary, healthcare, or multi-location service environments preferred.

Responsibilities

• Lead CSR duties, set tone for hospital's first impression.
• Support daily front desk operations and provide coaching to CSR team.
• Escalate client or workflow issues and drive service recovery.
• Coordinate with technicians, veterinarians, and leadership for smooth operations.
• Manage scheduling, client records, and reporting accuracy.
• Uphold hospital values and foster a supportive culture during high-volume periods.

Skills

Customer service

Leadership

Communication

Mentoring

Education

High school diploma

Tools

Scheduling systems

POS platforms

Job description

Shiloh Animal Hospital is dedicated to delivering the highest standards of compassionate care, and we invite you to join a team where patient welfare is always the priority. We are proud to be an AAHA Accredited practice, a distinction that confirms our commitment to excellence in veterinary medicine. Our exceptional focus on quality is reflected in our outstanding 4.9-star Google rating, showing the deep trust our Morrisville, NC community places in us. If you are looking for an opportunity where you can genuinely succeed and feel supported in your professional journey, this is where you belong.When you join us, you become part of a larger network that is dedicated to your professional development. We believe in providing robust support so all our teammates can do their best work. This includes access to ample internal resources, continuing education programs, and structured plans to help you achieve your career goals, whether that means becoming a credentialed technician or moving into a leadership role. We prioritize fostering a collaborative environment where every individual is empowered to grow and receive the support necessary to advance their skills.Shiloh Animal Hospital offers advanced, high-quality small animal medical care. As a teammate, you will be working with key medical technology and practice modern medicine with capabilities in both Ultrasound and complex Surgery. For those complex cases requiring specialty insight, our veterinarians have access to internal specialty consultations across the network, ensuring that we maintain a high standard of medical practice and continuous learning. We are committed to providing the diagnostic and therapeutic tools you need to practice comprehensive veterinary medicine.Morrisville, North Carolina, offers the perfect blend of suburban tranquility and the intellectual energy of the Raleigh-Durham Research Triangle Park region. This highly desirable area is known for its excellent quality of life, diverse community, and accessibility to major cultural, recreational, and culinary attractions. Whether you prefer a quick commute, access to beautiful North Carolina parks, or weekend adventures to the coast or mountains, Morrisville places you right in the center of the action, providing an exceptional lifestyle outside of the hospital.

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 strongly preferred.
• Experience in veterinary, healthcare, or multi-location service environments is preferred.

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.

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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