Lead Veterinary Receptionist

Shiloh Animal Hospital is dedicated to delivering the highest standards of compassionate care, and we invite you to join a team where patient welfare is always the priority. We are proud to be an AAHA Accredited practice, a distinction that confirms our commitment to excellence in veterinary medicine. Our exceptional focus on quality is reflected in our outstanding 4.9-star Google rating, showing the deep trust our Morrisville, NC community places in us.

If you are looking for an opportunity where you can genuinely succeed and feel supported in your professional journey, this is where you belong.

When you join us, you become part of a larger network that is dedicated to your professional development. We believe in providing robust support so all our teammates can do their best work. This includes access to ample internal resources, continuing education programs, and structured plans to help you achieve your career goals, whether that means becoming a credentialed technician or moving into a leadership role.

We prioritize fostering a collaborative environment where every individual is empowered to grow and receive the support necessary to advance their skills.

Shiloh Animal Hospital offers advanced, high-quality small animal medical care. As a teammate, you will be working with key medical technology and practice modern medicine with capabilities in both Ultrasound and complex Surgery. For those complex cases requiring specialty insight, our veterinarians have access to internal specialty consultations across the network, ensuring that we maintain a high standard of medical practice and continuous learning.

We are committed to providing the diagnostic and therapeutic tools you need to practice comprehensive veterinary medicine.

Morrisville, North Carolina, offers the perfect blend of suburban tranquility and the intellectual energy of the Raleigh-Durham Research Triangle Park region. This highly desirable area is known for its excellent quality of life, diverse community, and accessibility to major cultural, recreational, and culinary attractions. Whether you prefer a quick commute, access to beautiful North Carolina parks, or weekend adventures to the coast or mountains, Morrisville places you right in the center of the action, providing an exceptional lifestyle outside of the hospital.

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,…