Veterinary CSR Lead - Training, Scheduling & PTO Benefits

Charlotte Animal Referral & Emergency; Charlotte (NC); On-site; USD 25,000 - 41,000; Full time

Benefits offered by this job

80-hours PTO

Health insurance

Dental Insurance

Vision Insurance

401k with company match

Group Term Life Insurance

Voluntary Term Life Insurance

$1,500/yr Flexible Spending Account

Employee Assistance Program

Employee Discount

$750/yr CE Allowance

Uniform Allowance

Referral Program

Tuition Reimbursement

Job summary

Charlotte Animal Referral & Emergency is seeking a dynamic CSR Lead to join our Charlotte, NC team. The Lead will ensure smooth customer service operations, oversee staff, and align with CARE policies during assigned shifts.

The role blends customer service with human resources responsibilities. Requires supervisory experience, strong communication, and comfort with veterinary hospital processes.

Qualifications

• High school diploma or GED required.
• Minimum 2 years of managerial or supervisory experience, preferably in a call center environment.
• Veterinary medicine experience preferred.
• Ability to stay calm when customers are stressed or upset.
• Proficient with computers.
• Excellent written and verbal communication skills.
• Emotional intelligence, self and social awareness.

Responsibilities

• Act as an 'on the floor' resource for staff to troubleshoot or problem solve client, communication and/or technical issues to ensure top-tier customer service.
• Assist in training new CSRs in CARE standards, policies, protocols, and technology.
• Coach new and existing CSRs on policies and provide feedback regularly.
• De-escalate upset clients during difficult calls.
• Handle client and interdepartmental concerns escalated beyond CSRs.

Skills

Supervisory experience

Customer service

Communication

Computer literacy

Education

High school diploma or GED

Tools

Otto

Instinct

Phone system

Job description

Charlotte Animal Referral & Emergency is seeking a dynamic CSR Lead to join our Charlotte, NC team. The Lead will ensure smooth customer service operations, oversee staff, and align with CARE policies during assigned shifts.

The role blends customer service with human resources responsibilities. Requires supervisory experience, strong communication, and comfort with veterinary hospital processes.