Job Summary The Lead Customer Service Representative is responsible for overseeing the daily operations of the customer service representative (CSR) team in a veterinary and animal spa facility. The Lead CSR maintains the highest standards of client service, professionalism, and operational efficiency. The Customer Service Lead serves as a role model by providing exceptional customer service, coaching team members, ensuring compliance with clinic policies and procedures, and promoting a positive, collaborative work environment while empowering the human-animal bond. Duties and Responsibilities Lead, coach and mentor the CSR Team. Assist in onboarding and training of new CSR Team members. Monitor the daily front desk operations to ensure efficiency and excellent customer service. Provide ongoing coaching and constructive feedback to improve individual and team performance. Promote teamwork, accountability, and a positive workplace culture. Address client concerns professionally and assist in resolving escalated situations. Communicate policy and procedural updates to the CSR team. Deliver exceptional customer service while serving as the primary point of contact for clients. Maintain accurate client, medical patients, lodging, and spa records. Utilize multiple software systems to manage appointments, communications, payments, medical records, reports, and task lists. Ensure lodging and spa guests meet all vaccination and preventive care requirements. Answer incoming phone calls, emails, text messages, and other client communications. Schedule and confirm medical appointments, lodging reservations, and spa services. Conduct outbound calls, texts, and emails for appointment confirmations, follow-up care, and reminders. Present estimates, explain fees, and process payments accurately. Educate clients regarding hospital services, wellness care, parasite prevention, and boarding requirements. Monitor appointment flow and assist with maintaining efficient clinic operations. Perform daily reconciliation and end-of-day reporting procedures. Ensure the reception area and public spaces remain clean, organized, and welcoming. Support company initiatives and operational improvements Participate in staff meetings and ongoing training opportunities. Dental, medical, or veterinary front desk experience is strongly preferred. Previous leadership or supervisory experience preferred. Ability to multitask in a fast-paced environment. Strong problem-solving and conflict-resolution skills. Ability to prioritize responsibilities while maintaining accuracy. Excellent computer and technology skills. Strong organizational and time management abilities. Outstanding interpersonal communication skills. Ability to adapt to changing priorities and support continuous improvement. This position is responsible for managing front desk workflow, supporting staff development, maintaining accurate client and patient records, coordinating medical appointments and lodging reservations, and ensuring a seamless client experience from check-in through checkout. The Customer Service Lead partners closely with the management and department supervisors to achieve departmental goals and uphold the company's Core Values.

Job Type:

Full-Time Pay Code:

LCSR Benefits:

Yes Pay:

From $15.00 per hour

Benefits:

Employee assistance program Employee discount Health insurance Paid time off Uniform allowance

Experience:

Veterinary, Dental or Medical:

1 year (Preferred)

Work Location:

In person