Veterinary Front Desk Lead & Customer Experience Coach

Bees Ferry Veterinary Hospital, LLC; Charleston (SC); On-site; USD 25,000 - 33,000; 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

Discounted pet care

Teladoc access

Job summary

Bees Ferry Veterinary Hospital, LLC in Charleston, SC is seeking a Lead Customer Service Representative to guide the front desk team, coach CSRs, and maintain exceptional client experiences. You will be the primary escalation point for client concerns and help ensure smooth operations across the hospital.

The role emphasizes mentorship, interdepartmental collaboration, and maintaining service standards in a fast-paced veterinary environment with a supportive team culture.

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 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.

Responsibilities

• Lead by example, perform core CSR duties, including scheduling, check-ins, and financial transactions.
• Mentor and train CSRs, providing real-time coaching and development planning.
• Serve as the first escalation point for client concerns and service recovery.
• Foster cross-department collaboration with technicians, veterinarians, and leadership.
• Manage daily front desk coverage, verify scheduling accuracy, and maintain records and reporting.
• Uphold hospital values and maintain a calm, supportive presence during high-volume periods.

Skills

Customer service

Leadership

Communication

Computer skills

Mentoring/Coaching

Veterinary/healthcare familiarity

Education

High school diploma or equivalent

Tools

Scheduling systems

POS platforms

Job description

Bees Ferry Veterinary Hospital, LLC in Charleston, SC is seeking a Lead Customer Service Representative to guide the front desk team, coach CSRs, and maintain exceptional client experiences. You will be the primary escalation point for client concerns and help ensure smooth operations across the hospital.

The role emphasizes mentorship, interdepartmental collaboration, and maintaining service standards in a fast-paced veterinary environment with a supportive team culture.