Lead Veterinary Receptionist

Lead Customer Service RepresentativeSociety Hill Veterinary Hospital invites you to join a distinguished small animal practice dedicated to comprehensive medical care in historic Philadelphia. We take deep pride in delivering the highest standards of veterinary medicine, which is reflected by our AAHA accreditation and the community's trust, demonstrated by our exceptional 4.8-star Google rating. We believe that true success comes from a collaborative and inclusive culture where every teammate is empowered to contribute their unique expertise.This is your opportunity to step into a role where your passion for patient care will be genuinely valued and supported from day one. We understand that to do your best work, you need robust support and continuous opportunities for professional growth. Though rooted locally in Philadelphia, Society Hill is backed by a supportive network dedicated to career advancement for all teammates. We prioritize educational programming, ensuring you have access to continuous learning and mentorship opportunities. Our commitment is always to exceptional, patient-focused medical care for small animals.As a Lead Customer Service Representative (Lead CSR), you are a working leader who sets the tone for the hospital's first impression. You support daily front desk operations while providing essential guidance, coaching, and support to the CSR team. In this role, you are responsible for maintaining exceptional client experiences, reinforcing service standards, and serving as the primary point of escalation for client and workflow issues. You partner closely with hospital leadership to ensure smooth operations, team alignment, and a positive, collaborative culture.Your impact will include:Leading by Example: You will serve as a role model for service excellence, professionalism, and teamwork, performing all core CSR duties including scheduling, check-ins, and financial transactions.Mentoring the Team: You will support the onboarding and training of new CSRs, providing real-time coaching, feedback, and development planning to help your teammates succeed.Solving Problems: You will act as the first point of escalation for client concerns and service recovery, using sound judgment to resolve issues and identifying workflow gaps to suggest improvements.Driving Communication: You will build strong relationships across departments (technicians, veterinarians, leadership) and handle sensitive or escalated client conversations with confidence and care.Managing Operations: You will support daily front desk coverage, monitor client experience, and ensure the accuracy of scheduling, records, and reporting.Championing Culture: You will lead with integrity and empathy, maintaining a calm, supportive presence during high-volume situations and reinforcing hospital values.What you'll bring to the team:High school diploma or equivalent is required.Minimum of 2 years of customer service experience is required.Strong computer skills, including experience with scheduling systems and POS platforms.Excellent communication skills with the ability to communicate clearly, empathetically, and professionally.Prior lead, senior, or mentoring experience is strongly preferred.Experience in veterinary, healthcare, or multi-location service environments is preferred.About Mission Pet Health:Mission Pet Health was founded by veterinarians on the belief that local practices thrive with clinical autonomy, collaboration, and medical excellence. The organization provides world-class support to its 850+ hospital teams on a hyper-local basis so they can focus on what matters most: the medicine, their patients, and their team culture. Learn more at missionpethealth.com.Driving the award-winning culture are the WAG values Work Together, Amaze, and Grow. Mission Pet Health is veterinarian-led, people-focused, and on a mission to be the best place to work in veterinary medicine. We are proud to be recognized as a 2025 "Most Loved Workplace," ranked #2 in America's Top 100 and #1 in veterinary care.Physical requirements: Ability to sit, stand, and walk for extended periods. Manual dexterity to operate computers and office equipment. Ability to communicate clearly with clients and team members. Reasonable accommodations may be made.Reasonable accommodations: Applicants with disabilities may be entitled to reasonable accommodation. Please contact benefits@mvetpartners.com with your request and contact information.EEO statement: Mission Pet Health is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive environment for all employees.