Lead Customer Service Representative

Lead Customer Service Representative (CSR) – Veterinary Practice We are seeking a dependable, organized, and compassionate Lead Customer Service Representative to join our one-doctor veterinary practice. This position plays a vital role in ensuring excellent client communication, efficient patient flow, and daily operational support for our veterinary team. The ideal candidate is a strong communicator who thrives in a fast-paced environment, can confidently multitask, and enjoys helping both clients and coworkers. This is a leadership-oriented role that works closely with the Practice Manager and helps support and guide our part-time CSR team member. Position Summary The Lead CSR serves as the primary point of contact for clients while helping coordinate communication, scheduling, and workflow throughout the day. This individual helps maintain a positive client experience, supports the veterinary team in staying on schedule, and assists with front office leadership responsibilities. Responsibilities Answer incoming phone calls professionally and efficiently Monitor and respond to emails and faxes Triage phone calls and relay accurate messages to doctors and staff Manage appointment scheduling and daily calendar flow Room patients and assist with maintaining timely appointments Handle walk-in client questions and appointment requests Call prescriptions into outside pharmacies as directed Communicate clearly with clients regarding appointments, medications, and follow-up care Assist in maintaining smooth front office operations Work collaboratively with the veterinary team to support patient care and client service Provide leadership and support to the part-time CSR team member Report directly to the Practice Manager regarding workflow, scheduling, and operational needs Qualifications Previous veterinary reception or veterinary customer service experience preferred Strong communication and interpersonal skills Ability to multitask and remain organized in a busy environment Comfortable handling multiple phone lines and client interactions Professional, compassionate, and team-oriented attitude Basic computer and scheduling software proficiency Ability to prioritize tasks and maintain efficiency under pressure Preferred Qualities Leadership or supervisory experience Experience in a veterinary or medical office setting Strong attention to detail and follow-through Positive attitude and willingness to help wherever needed What We Offer Supportive team environment Opportunity for growth Meaningful work helping pets and their families Competitive pay based on experience If you are passionate about client service, enjoy working as part of a collaborative veterinary team, and are looking for a leadership opportunity in a small practice setting, we would love to hear from you.