Lead Customer Service Representative - Branford, CT, US
4 days ago
Job description
Mill Pond Veterinary Hospital
Mill Pond Veterinary Hospital is seeking an experienced and customer-focused Lead Client Service Representative (Lead CSR) to join our team. This role is ideal for a compassionate, organized professional who enjoys leading by example and supporting a high-performing front desk team.
Our Lead CSR sets the tone for exceptional client service, ensures smooth daily front desk operations, and serves as a resource for CSRs, technicians, and doctors. This individual must remain calm under pressure, communicate confidently with clients, and help maintain a welcoming, professional environment.
Key Responsibilities
Lead and support daily front desk operations
Provide outstanding, compassionate client service
Greet clients and pets by name
Answer multi-line phones and schedule appointments
Assist with training and mentoring CSR team members
Prepare estimates, consent forms, invoices, and collect payments
Communicate hospital services, policies, and recommendations
Maintain accurate client and patient medical records
Recognize emergencies and alert medical staff
Maintain a clean and organized reception area
Qualifications
Strong customer service and leadership skills
Excellent communication and multitasking abilities
Comfort with computer-based veterinary software
Ability to thrive in a fast-paced environment
Compassion for animals and people
Benefits
Medical, Dental, Vision, and Life Insurance
401(k)
PTO
Uniform allowance
Pet care discounts
Supportive, team-oriented work environment
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