Customer Service Lead
Core
Lead and support the veterinary reception team while actively performing front-desk duties to ensure efficient scheduling and client service.
Role type
Senior IC veterinary reception lead
Builds
Efficient doctor and hospital schedules, accurate client/patient records, and smooth front-desk operations
Domain
Veterinary services / General practice
Deliverable
physical/clinical work
Required skills
Veterinary experience, veterinary reception workflow knowledge, appointment scheduling, health certificate preparation, client de-escalation, team delegation, staff training, conflict resolution, multitasking
Preferred skills
Supervisory experience, veterinary terminology knowledge, payment processing
Technologies
Multi-line phone systems, client record systems
Responsibilities
Lead and support the veterinary reception team, manage daily appointment scheduling, train and coach reception staff, handle client concerns and de-escalate difficult situations, prepare and process health certificates, check clients in and out, maintain accurate client and patient records, coordinate communication between reception and medical teams, monitor front desk coverage, resolve scheduling conflicts, perform regular reception duties
Seniority
Senior, hands-on IC