Lead Customer Service Representative; CSR- Branford, CT

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.

• 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

• 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

• Medical, Dental, Vision, and Life Insurance
• 401(k)
• PTO
• Uniform allowance
• Pet care discounts
• Supportive, team-oriented work environment