Lead CSR​/Receptionist

You are invited to join Summer Creek Animal Clinic, a practice built on providing comprehensive and specialized care in Fort Worth, Texas. We take immense pride in being recognized as the only AAHA Accredited and Fear Free Certified Clinic in the area, showcasing our dedication to world-class standards in surgery, diagnostics, and patient care. Since 2018, the community has trusted us, evidenced by our excellent 4.7-star Google rating.

If you are seeking a supportive environment where quality medicine is paramount, this is where you can do your best work.

Joining our hospital means integrating into a deeply committed group of teammates who uphold the Fear Free mission daily. This specialized training ensures that you will practice in an environment designed to minimize fear, anxiety, and stress for both patients and the people who care for them. Every teammate plays a crucial role in maintaining the rigorous standards set by our AAHA accreditation across nearly every aspect of the hospital, from client service to anesthesiology, ensuring you always have the best support system to succeed.

At Summer Creek, you will be utilizing a full spectrum of small animal medicine focused on achieving pet wellness. Our services extend far beyond preventative care; you will manage complex cases involving Advanced Care, Surgical Procedures, Testing and Diagnostics, and Urgent Care. As an American Animal Hospital Association (AAHA) accredited facility, you can be confident that the protocols governing our exam facilities, diagnostic imaging, and patient management meet or exceed worldwide industry benchmarks for quality care.

Your future awaits in Fort Worth, Texas. This dynamic community provides a perfect setting for your professional growth, offering a supportive environment where pet owners are committed to their animals' healthcare. Located near Sycamore School Road, you will find yourself situated in a centralized area of the vibrant Fort Worth 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 needed for this role.
• Veterinary experience is required.
• Available to work during Monday-Friday, as well as, Saturday.

As part of the Mission Pet Health family, you get the stability of a local practice backed by the comprehensive benefits and resources of a larger network. The focus is on investing in you, so you can focus on what you love.

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Our comprehensive benefits…