Customer Service Lead

Client Service Representative Supervisor – Great Road Vet Hospital Acton, MA

We are looking for a personable and skilled Client Service Representative (CSR) Supervisor to join our team! As the primary point of contact at our clinic, you will play a crucial role in ensuring every client interaction—whether over the phone or in person—results in a positive and memorable impression. Your ability to create a welcoming environment and deliver exceptional service will be key to our success.

A successful Supervisor must possess strong communication and leadership skills to guide the team effectively while demonstrating organizational abilities and a commitment to customer relations as well as patient care. Key responsibilities that distinguish the Supervisor include managing staff schedules, ensuring the appropriateness of practice schedules, assist with hiring and training new employees, addressing performance issues, auditing end‑of‑day procedures, updating training materials, and maintaining a focus on exceptional customer service across the team.

Ideal candidates should possess a minimum of three years of relevant experience in veterinary settings, such as clinics, hospitals, or shelters, and are encouraged to apply if they have experience in human medical fields as well. The role emphasizes collaboration and teamwork, requiring strong leadership and customer service skills enabling you to make a significant positive impact on the lives of both patients and owners daily.

Ideal applicants should be motivated, energetic, compassionate, eager to foster professional growth and contribute to a supportive workplace culture.

• Work on the floor to assist, train, and supervise the CSR team
• Reviewing applications and selecting the strongest candidates for interviews.
• Conduct employment interviews with the Practice Manager
• Working with new personnel and Practice Manager to ensure new hire documentation is completed accurately.
• Updating the training manual as needed.
• Assuming oversight for personnel training at the front desk.
• Assess the ongoing training needs of staff.
• Reviewing the practice schedule to ensure that DVM appointments are evenly planned throughout the week.
• Addressing performance issues under the guidance of the Practice Manager.
• Working with staff to ensure accurate end‑of‑day reports.
• Communicate with the Practice Manager and Technician Supervisor to facilitate coverage for staff lunch breaks, absences and last minute schedule changes
• Manages accounts receivable under the direction of the PM.
• Orders office supplies.
• Recommends technological updates for more effective operations.
• Supports special administrative projects for marketing.
• Gather monthly statistics.
• Conduct monthly staff meetings.
• Participate in monthly CSR Supervisor Team Meetings, Team Leadership Meetings and Staff Meetings

• Answers incoming telephone calls by the third ring, using proper telephone etiquette.
• Operates a multiple‑line telephone system.
• Answers incoming lines, places callers on hold, transfers calls, and pages staff members.
• Takes and routes messages for veterinarians and staff members.

• Follow established hospital guidelines for communicating with clients in different types of situations, such as general inquiries, scheduling appointments, routine and non‑routine medical questions, patient emergencies, and prescription refills.
• Handles basic questions regarding hospital services, fees, and animal care and treatment in accordance with hospital policies.
• Appropriately directs other questions and communication to a veterinarian, Practice Manager, or other staff member.
• Uses active listening skills to obtain all necessary medical and personal information from the client.
• Discerns any potential client problems, complaints, or questions and handles them appropriately.
• Relays medical instructions; itemizes the client’s statement; reviews it orally with the client; and informs the client about hospital policies, such as pre‑operative instructions, payment and credit policies, and vaccination policies.
• Communicates with clients as needed regarding invoices and…