Veterinary Front Desk Lead & Client Care Coach

Mission Pet Health; Fort Worth (TX); On-site; USD 22,000 - 33,000; Full time

Benefits offered by this job

Paid time off

Discounted veterinary care for your 2"

Free Teladoc 24/7 access

Job summary

Mission Pet Health is seeking a Lead Customer Service Representative for our Fort Worth, TX clinic. You will lead front desk operations, coach CSRs, and ensure outstanding client experiences in a fast-paced veterinary setting.

Your role includes mentoring the CSR team, handling scheduling and billing, and serving as the first escalation point for issues while collaborating with hospital leadership to maintain service standards. Veterinary experience is essential.

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 needed for this role.
• Veterinary experience is required.
• Available to work during Monday-Friday, as well as, Saturday.

Responsibilities

• Leading by Example: role model for service excellence, performs core CSR duties including scheduling, check-ins, and financial transactions.
• Mentoring the Team: on-boarding and training of new CSRs with real-time coaching and development planning.
• Solving Problems: first escalation point for client concerns and workflow improvements.
• Driving Communication: build relationships across departments and handle sensitive client conversations.
• Managing Operations: support daily front desk coverage, monitor client experience, ensure scheduling accuracy.
• Championing Culture: lead with integrity and empathy in high-volume situations.

Skills

Leadership

Customer service

Communication

Scheduling

Education

High school diploma or equivalent

Tools

Scheduling systems

POS platforms

Job description

Mission Pet Health is seeking a Lead Customer Service Representative for our Fort Worth, TX clinic. You will lead front desk operations, coach CSRs, and ensure outstanding client experiences in a fast-paced veterinary setting.

Your role includes mentoring the CSR team, handling scheduling and billing, and serving as the first escalation point for issues while collaborating with hospital leadership to maintain service standards. Veterinary experience is essential.