Customer Service Representative Lead
Hyde Park Veterinary Clinic
Job Description
Are you a hospitality professional passionate about delivering exceptional client experiences? Do you thrive in fast-paced, service-driven environments? Join our veterinary team as a Lead Customer Service Representative (CSR) and bring your people-first approach to a clinic that values compassion, teamwork, and a touch of fun.
About the Role:
As the Lead CSR, you’ll be the face of our clinic and the heart of our client experience. You’ll manage the front desk operations, mentor a team of CSRs, and ensure every client—human or furry—feels welcomed, heard, and cared for. Veterinary experience is not required—we can teach you medicine, but we can’t teach personality.
What You’ll Do:
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The Lead CSR is responsible for seeing that success is achieved with every client interaction with the front of house.
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-Lead by example, setting a high standard for service excellence and positivity
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-Oversee daily CSR operations, including scheduling, check-ins/outs, phone etiquette, and client communication
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-Train, mentor, and support team members to deliver consistent, high-quality service
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-Act as a liaison between clients and clinical staff, ensuring seamless care and communication
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-Help build a culture rooted in empathy, respect, and hospitality
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-Assist in recruiting, interviewing, and hiring front desk staff
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-Supervise front desk staff and act as the direct supervisor regarding reception policy and procedures
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-Assure that front desk staff are properly trained for their position
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-Maintain front desk policies and receptionist manual
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-Mediate all front desk problems, maintain employee motivation, and structure continuing education for support staff personnel
What We’re Looking For:
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-3+ years of experience in hospitality, customer service, or a similar client-facing role
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-Prior leadership or supervisory experience preferred
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-A genuine passion for people, with excellent communication and problem-solving skills
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-Calm under pressure, with the ability to multitask in a busy environment
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-Flexible, team-oriented, and proactive
Bonus If You:
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-Have experience training or mentoring others
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-Are familiar with scheduling software or CRM systems
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-Love animals (obviously!)
Why Join Us:
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-On-the-job training in veterinary medicine and terminology
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-Work with a team that values kindness, collaboration, and humor
Ready to Bring Your Hospitality Heart to Veterinary Care?
We’re excited to meet people who believe service is an art and who want to make a difference—one client (and pet) at a time.
