Lead CSR​/Receptionist

Welcome to Aliso Viejo Animal Hospital, where our mission is centered on providing excellent small animal care backed by deep community trust. That dedication to quality is why the hospital holds an excellent 4.5-star Google rating, reflecting the confidence our clients place in us every day. We believe in fostering a supportive and collaborative environment where every single teammate feels valued and heard.

If you are looking for an opportunity to do your best work alongside committed professionals in a highly desirable Southern California location, this is where your next career step begins.

Joining our team means plugging into a supportive network dedicated to your personal and professional growth. We understand that career advancement is crucial, and we have programs in place designed to help you succeed, whether you are aiming to become a credentialed technician, move into a leadership position, or pursue advanced certifications. We prioritize education, creating an environment where our teammates feel supported to achieve their career goals and excel in their roles and duties.

As a small animal practice, we are focused on providing comprehensive medical care and utilize resources that ensure the best possible outcomes for our patients. You will have access to internal specialty consultation programs, allowing you to easily connect with board-certified experts when complex cases arise. This commitment to educational support and accessible consultation ensures you can consistently deliver high-quality, evidence-based medicine while growing your expertise within the practice setting.

Located in the heart of Orange County, Aliso Viejo offers the quintessential Southern California lifestyle. You will enjoy excellent weather year-round, proximity to beautiful beaches, and easy access to both vibrant city amenities and stunning natural landscapes. This area provides a high quality of life with abundant recreational opportunities, making it an ideal location for veterinary professionals looking for balance between a challenging career and an engaging community.

Job Description

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.

• 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.

• 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.

As part of the Mission Pet Health family, you get the stability of a local practice backed by the comprehensive…