Lead Customer Service Representative You are invited to explore a rewarding opportunity at Seventy First Animal Hospital, a cornerstone of the Fayetteville, NC veterinary community since 1997. Our mission is centered on comprehensive veterinary care, guided by the principle that we treat your pets like our own. This dedication to quality and compassion is reflected in our excellent 4.6-star community rating. If you are seeking a supportive and experienced team environment where you can truly grow your career and achieve great results, this is the ideal opportunity for you. As part of a larger, supportive network, you will have access to resources designed to help you do your best work and reach your professional goals. This includes robust continuing education support, mentorship programs, and clear pathways to achieve leadership or specialized credentials. Veterinarians have direct access to internal specialty consultations, ensuring that you always have the expertise needed to manage complex cases. We are dedicated to providing the educational environment that allows every teammate to succeed. At Seventy First, you will practice in a state-of-the-art small animal veterinary hospital recognized for its family feel. We provide full-service medical care, offering you the complexity and challenge of a diverse caseload including small animals and exotics. You will have the opportunity to manage cases ranging from routine wellness and preventative care to sophisticated advanced care, surgical procedures, and urgent care needs. We are also committed to providing crucial emergency vet care to the surrounding community. Our environment is intentionally designed to be comfortable and calm, ensuring that both pets and their owners feel relaxed during every visit, allowing you to focus completely on providing exceptional diagnostic and treatment services. Fayetteville, North Carolina, offers a dynamic and welcoming setting for your next professional chapter. Known for its strong military history and growing local culture, Fayetteville provides access to southern hospitality and a favorable cost of living. Whether you are seeking opportunities for outdoor recreation or prefer exploring historical sites and local dining, this community provides a balanced lifestyle. Joining Seventy First Animal Hospital places you in a fantastic position to integrate your passion for veterinary medicine with a rewarding personal life in a vibrant, engaging city. 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.
Your impact will include:- 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.
- What you'll bring to the team:
- 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
communication skills with the ability to communicate clearly, empathetically, and professionally.1 year minimum prior leadership experience is required.
Experience in veterinary, healthcare, or multi-location service environments is preferred.
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.
Note:
Our comprehensive benefits package is designed to support you at every stage. Eligibility for specific benefits varies based on your role and hours worked.
Competitive compensation: A competitive hourly rate or salary based on your experience and role.
Health & Wellbeing: We offer comprehensive coverage options including Medical, Dental, and Vision insurance, along with access to our Employee Assistance Program (EAP) for all
Security: Plan for your future with our 401k retirement options and additional financial protection benefits like Life Insurance and Disability coverage.
Commitment to Growth: We support your career goals with opportunities for professional development, including educational assistance for qualified teammates to enroll in AVMA-accredited veterinary technician programs.
The Power of a Network: Join a nationwide community of over 20,000 veterinary professionals who share a passion for collaboration, career growth, and sharing best practices.
Valuable Perks: Enjoy discounted veterinary care for your own pets, access to an online discount platform, and free 24/7 access to doctors through Teladoc.
About Mission Pet Health: Mission Pet Health was founded by veterinarians on the belief that local practices thrive with clinical autonomy, collaboration, and medical excellence. The organization provides world-class support to its 850+ hospital teams on a hyper-local basis so they can focus on what matters most: the medicine, their patients, and their team culture. Learn
the award-winning culture are the WAG values – Work Together, Amaze, and Grow. Mission Pet Health is veterinarian-led, people-focused, and on a mission to be the best place to work in veterinary medicine. We are proud to be recognized as a 2025 "Most Loved Workplace," ranked #2 in America's Top 100 and #1 in veterinary care.
Reasonable Accommodations:
Applicants with disabilities may be entitled to reasonable accommodation. Please contact with your request and contact Statement: Mission Pet Health is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive environment for all employees.
