Customer Service Lead

About the role

The Veterinary Care Coordinator (VCC) Supervisor is a key leadership position within our hospital, responsible for elevating both client experience and front desk team performance. In this role, you will lead, support, and develop the reception team while ensuring smooth daily operations and an exceptional standard of care for every client and patient interaction. A Day in the Life Start your day by setting the tone for the front desk - reviewing the schedule and aligning the team for success Be a visible, supportive leader on the floor - jumping in where needed and keeping the team steady during busy moments Help guide client conversations, ensuring every interaction feels professional, compassionate, and solution-focused Work closely with doctors and technicians to keep communication flowing and the day running smoothly Turn real-time moments into coaching opportunities to help your team grow Step back throughout the day to adjust, problem-solve, and keep operations on track 💡 This role is a balance of leadership, teamwork, and real-time problem solving - no two days look the same.

Responsibilities

• Lead and support the reception team through coaching, mentorship, and accountability
• Manage staff scheduling and ensure efficient, appropriate appointment flow
• Partner with leadership on hiring, onboarding, and training new team members
• Address performance concerns with a solutions-focused, supportive approach
• Audit end-of-day processes and ensure operational consistency
• Maintain and update training materials and SOPs
• Champion a high standard of client service and communication across the hospital
• Why Join Our Team?
• At Central Animal Hospital, we are building something special.
• We are committed to:
• Delivering high-quality veterinary medicine
• Creating a warm, welcoming client experience
• Building a positive, team-driven culture
• Located just minutes from Boston, our hospital offers:
• A newly renovated, state-of-the-art facility
• A scenic location near walking trails, restaurants, and local favorites
• A supportive leadership team that invests in your growth
• Real opportunities for leadership development and career advancement

Requirements

• We are seeking a motivated, compassionate leader who thrives in a collaborative environment and is passionate about both people and patient care.
• Ideal candidates will have:
• Strong communication and interpersonal skills
• A commitment to exceptional client service
• Knowledge of veterinary workflows, patient care, and common medications
• A high level of organization and operational awareness
• Patience, empathy, and a team-first mindset
• High school diploma (required)
• Degree in veterinary or related field (preferred)
• 3+ years of customer service experience
• 1-2+ years of veterinary experience
• 1-2+ years of leadership or supervisory experience (preferred)
• What You Can Expect
• Electronic medical records system
• A collaborative, team-oriented environment
• Supportive leadership and structured training
• Opportunities to grow into higher-level leadership roles
• Compensation & Benefits
• Competitive pay ($20.00-$24.00/hour), $1,000 sign-on bonus, and additional bonus opportunities
• Medical, Dental, and Vision insurance
• 401(k) with company match
• Paid Time Off
• CE allowance
• Employee pet discounts
• Schedule
• Full-time
• Day shifts, Monday-Friday
• Occasional weekend rotation
• Ready to Make an Impact?
• If you're ready to grow your leadership skills while making a meaningful difference in the lives of pets and their families, we'd love to hear from you.
• 📩 Apply today and join our team.
• 🌐 Learn more: https://centralanimalhospitalma.com/
• 📘 Facebook: https://www.facebook.com/ecentralAH
• 📸 Instagram: @central_animal_stoneham
• Job Type: Full-Time
• Schedule: Day shift
• At AmeriVet, we're committed to your growth, development, well-being, and success. We empower team members with the resources, support, and opportunities needed to thrive in their careers and make a lasting impact in our communities.
• Here's what you can expect when you join our team:
• Tailored development programs, mentorship, and career pathing to help you achieve your unique goals.
• Competitive pay, performance bonuses, 401(k) matching, and student loan assistance to foster your financial well-being.
• Health, dental, vision, life insurance, and mental healt

Benefits

Additional Information

Veterinary Care Coordinator Supervisor (Reception Supervisor) - $1,000 sign-on bonus 📍 Central Animal Hospital of Stoneham, MA Who Are We Looking For? Are you a passionate veterinary receptionist ready to take the next step into leadership? Do you enjoy mentoring others, building strong teams, and creating exceptional client experience? Are you energized by helping clients achieve the best outcomes for their pets while fostering long-term relationships? Do you believe a workplace can be both fun and accountable, where culture, growth, and high standards coexist? If you answered yes, we would love to connect with you.

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