Veterinary Front Desk Lead & Team Coach

Southpoint Animal Hospital, LLC; Durham, Northern (NC, KY); Hybrid; USD 25,000 - 33,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life Insurance

Short-Term Disability

401k retirement plan

Paid time off

Discounted veterinary care for your 
p

Teladoc access

Job summary

Mission Pet Health is seeking a Lead Customer Service Representative to supervise the front desk, coach the CSR team, and uphold premier client experiences in a busy veterinary hospital environment. You will coordinate scheduling, handle escalations, and partner with technicians, veterinarians, and leadership to maintain service standards.

The role requires a high school diploma, at least 2 years of customer service experience, veterinary hospital exposure, and leadership experience, with strong

Qualifications

• High school diploma or equivalent is required.
• Minimum of 2 years of customer service experience is required.
• Veterinary experience in a hospital setting is required.
• Time within a leadership role 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.

Responsibilities

• Lead by example to deliver service excellence and manage CSR duties such as scheduling, check-ins, and transactions.
• Mentor and onboard new CSRs, provide coaching and development planning.
• Serve as first point of escalation for client concerns and workflow issues, identifying gaps for improvements.
• Foster cross-department collaboration with technicians, veterinarians, and leadership to ensure smooth operations.
• Support daily front desk coverage, monitor client experience, and ensure scheduling accuracy.

Skills

Customer service

Leadership

Communication

Scheduling systems

POS platforms

Computer skills

Team coaching

Problem solving

Education

High school diploma or equivalent

Tools

Scheduling systems

POS platforms

Job description

Mission Pet Health is seeking a Lead Customer Service Representative to supervise the front desk, coach the CSR team, and uphold premier client experiences in a busy veterinary hospital environment. You will coordinate scheduling, handle escalations, and partner with technicians, veterinarians, and leadership to maintain service standards.

The role requires a high school diploma, at least 2 years of customer service experience, veterinary hospital exposure, and leadership experience, with strong