Lead Receptionist

Welcome to Southpoint Animal Hospital, where our mission is centered on compassionate, advanced patient care and fostering deep community trust. That dedication is reflected in our exceptional 4.9-star Google rating, confirming our commitment to excellence within the Durham community. When you join our hospital, you are stepping into an environment where collaboration is paramount and patient advocacy guides every decision. This is an opportunity for you to truly impact animal health and do your best work in a supportive, high-performing environment.

We understand that you need dedicated support to succeed in veterinary medicine. As part of a larger network of hospitals, Southpoint Animal Hospital invests heavily in your professional development. We offer clear programs designed to help all teammates achieve their career goals, whether that means becoming a credentialed technician, moving into leadership, or pursuing advanced educational opportunities. We provide robust continuing education resources and systems designed to promote efficient workflow and scheduling stability, ensuring you have the resources necessary to grow professionally.

Quality of medicine is non-negotiable here, and you will be working in a facility equipped to handle complex cases, including access to specialized in-house services such as Cardiology. For our doctors, this means immediate access to internal specialty consultations and resources that support advanced diagnostics and detailed patient management across a wide spectrum of care. We emphasize a collaborative approach to challenging cases, ensuring that every patient benefits from collective knowledge and state-of-the-art medical protocols.

Locating your career in Durham, NC, means embracing a vibrant, energetic community often affectionately referred to as the "City of Medicine" due to its world-class health institutions. Durham offers a perfect blend of historic charm, technological innovation, and a nationally recognized culinary scene. Known for its strong commitment to arts, excellent educational opportunities, and proximity to Research Triangle Park, this location offers an ideal balance between professional challenge and quality of life.

You will find that Durham provides an enriching setting for both personal and professional growth.

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…