Veterinary Front Desk Lead - Client Experience Leader

Ford-Caputo; Redford Charter Township (MI); On-site; USD 2,066,000 - 3,031,000; Full time

Benefits offered by this job

Health, Dental, and Vision insurance

401k retirement plan

Life Insurance

Short-Term Disability

Paid Time Off

Discounted veterinary care for pets

Teladoc access

Job summary

Ford-Caputo is seeking a Lead Customer Service Representative to lead and coach the CSR team at our veterinary hospital network. You will supervise front desk operations, ensure exceptional client experiences, and act as the primary escalation point for client and workflow issues.

You will partner with leadership to maintain service standards and a positive culture. Ideal candidates have 2+ years of customer service experience, strong communication, and familiarity with scheduling systems and

Qualifications

• High school diploma or equivalent is required.
• Minimum of 2 years of customer service experience is required.
• Strong computer skills, including scheduling systems and POS platforms.
• Excellent communication skills, clear, empathetic and professional.
• Prior lead, senior, or mentoring experience is preferred.
• Experience in veterinary, healthcare, or multi-location service environments is preferred.

Responsibilities

• Lead CSR duties including scheduling, check-ins, and financial transactions.
• Coach and mentor CSR team with real-time feedback and development planning.
• Serve as escalation point for client concerns and recovery.
• Collaborate across departments to ensure smooth operations and culture.
• Support daily front desk coverage and maintain scheduling accuracy.
• Uphold hospital values and a calm presence during high-volume periods.

Skills

Customer service

Leadership

Scheduling systems

POS platforms

Communication

Veterinary experience

Education

High school diploma

Tools

Scheduling systems

POS platforms

Job description

Ford-Caputo is seeking a Lead Customer Service Representative to lead and coach the CSR team at our veterinary hospital network. You will supervise front desk operations, ensure exceptional client experiences, and act as the primary escalation point for client and workflow issues.

You will partner with leadership to maintain service standards and a positive culture. Ideal candidates have 2+ years of customer service experience, strong communication, and familiarity with scheduling systems and