Customer Service Lead

Responsibilities

Lead and support the veterinary reception team while actively working reception

Serve as a role model for excellent client service and professional communication

Manage and coordinate daily appointment scheduling and help maintain an efficient doctor and hospital schedule

Delegate daily tasks and responsibilities among reception team members

Train, onboard, and coach new and existing reception staff

Provide ongoing guidance and coaching to improve staff performance and client service

Assist receptionists with questions, challenging situations, and workflow issues

Handle client concerns and de-escalate difficult or stressful situations in a calm, professional, and compassionate manner

Prepare and process health certificates and ensure all required information is accurate and complete

Check clients in and out, answer multi phones lines, schedule appointments, process payments, and perform other front-desk responsibilities

Maintain accurate client and patient records

Communicate effectively with doctors, veterinary technicians, assistants, clients, and management

Help coordinate communication between the reception team and medical team

Monitor the front desk and help ensure appropriate coverage during busy periods

Identify opportunities to improve scheduling, workflow, and overall client experience

Assist with resolving scheduling conflicts and other day-to-day reception challenges

Lead by example and promote teamwork, accountability, and a positive work environment

Continue performing regular reception duties and assisting the team as needed

Qualifications

Veterinary experience is required

Previous experience working as a veterinary receptionist strongly preferred

Previous lead, supervisory, or team leadership experience preferred

Strong understanding of veterinary reception and general practice workflows

Knowledge of veterinary terminology and client/patient records

Experience with appointment scheduling and managing a busy veterinary schedule

Knowledge of preparing health certificates preferred

Excellent customer service and communication skills

Strong organizational and multitasking abilities

Comfortable delegating responsibilities and providing constructive feedback

Strong conflict-resolution and problem-solving skills

Ability to remain calm and professional when dealing with upset or frustrated clients

Detail-oriented and able to maintain accuracy in a fast-paced environment

Reliable, professional, positive, and team-oriented

Willingness to work the front desk alongside the reception team , rather than functioning solely in a supervisory capacity

We are looking for someone who is ready to take the next step in their veterinary career and become a leader while remaining an active member of the reception team.

The successful candidate will be someone who can lead by example, coach and support their coworkers, stay organized under pressure, confidently handle client concerns, and jump in wherever needed to keep the front desk running smoothly.

If you are an experienced veterinary receptionist who enjoys helping others, takes initiative, and is ready for a hands-on leadership opportunity in a general practice, we would love to hear from you.

Pay range $25 - $30 an hour base on experience

At AmeriVet, we’re committed to your growth, development, well-being, and success. We empower team members with the resources, support, and opportunities needed to thrive in their careers and make a lasting impact in our communities.

Here’s what you can expect when you join our team:

Tailored development programs, mentorship, and career pathing to help you achieve your unique goals.

Competitive pay, performance bonuses, 401(k) matching, and student loan assistance to foster your financial well-being.

Health, dental, vision, life insurance, and mental health resources to support your overall well-being.

Generous paid time off and holidays, because your personal time matters.

A supportive, collaborative environment where everyone feels a sense of belonging.

Please note: Any Benefits listed above apply to full-time employees.

At AmeriVet, your unique skills and passion are celebrated, and every team member has the tools to thrive. Our people-focused approach is centered on helping you grow in your career while making a meaningful impact on the communities we serve.