Lead Customer Service Representative
Full-Time | Animal Medical Center Pinnacle Hills
Do you love helping people, working with animals, and leading a team in a fast-paced healthcare environment? We are seeking an experienced and compassionate Lead Customer Service Representative (CSR) to join our growing team at our privately owned veterinary hospitals in Rogers, Arkansas.
This is an excellent opportunity for someone who enjoys customer service, team leadership, and making a meaningful impact on the lives of pets and their families every day.
Why Join Us?
We are a locally owned veterinary company with more than 30 years of serving Northwest Arkansas. What began as a single hospital has grown into three veterinary hospital locations with a team of more than 40 employees, including the addition of our newest hospital this year.
The Pinnacle Hills location has been serving the community for six years and continues to grow. We pride ourselves on maintaining the personal, family-oriented culture of a locally owned practice while offering the resources and opportunities of a larger organization.
Our hospitals provide comprehensive veterinary services, including:
- Digital radiography and ultrasound imaging
- Advanced digital CT imaging
- Soft tissue and orthopedic surgery
- Dentistry
- In-house diagnostic laboratory services
- Wellness services
- Urgent care services
- Boarding
As our Lead CSR, you'll play a vital role in creating a positive experience for both clients and staff while helping lead the front-office team.
Position Overview
The Lead Customer Service Representative serves as the primary point of contact for clients while providing leadership and support to our customer service team. This role combines hands-on client service with team leadership responsibilities.
Client Service Responsibilities
- Welcome and assist clients and patients with professionalism and compassion
- Check patients in and out using veterinary software systems
- Process payments and manage billing transactions
- Communicate with clients via phone, email, text, and online scheduling platforms
- Educate clients regarding medications, products, and hospital services
- Assist with patient admissions, discharges, boarding check-ins/check-outs, and appointment flow
- Obtain patient histories and assist with patient restraint when needed
- Support doctors and medical staff to ensure smooth daily operations
Leadership Responsibilities
- Lead and support a team of 3–4 Customer Service Representatives
- Train and onboard new team members
- Create and manage staff schedules
- Help resolve interpersonal conflicts professionally and constructively
- Support team development and accountability
- Manage challenging client interactions with confidence and empathy
What We're Looking For
- Excellent customer service and communication skills
- Strong phone and computer proficiency
- Experience with Microsoft Word, Excel, and Windows-based systems
- Outstanding organization, attention to detail, and time management
- Ability to multitask and remain calm under pressure
- Dependable, self-motivated, and solution-oriented
- Ability to accurately handle financial transactions
- Team-focused mindset with a willingness to support coworkers
- Genuine compassion for both people and animals
Preferred Qualifications
- Previous veterinary customer service or veterinary hospital experience
- Knowledge of companion animal behavior and care
- Leadership or supervisory experience
- Bilingual candidates are strongly encouraged to apply
- Additional education in veterinary medicine, communications, business, or related fields
Education
- High school diploma or equivalent required
- Additional education in veterinary, business, communications, or related fields preferred
Compensation & Benefits
Starting pay begins at $16.00/hour for candidates without veterinary-specific experience and increases significantly based on experience, leadership background, and qualifications.
Full-time employees become eligible for benefits after a 90-day introductory period, including:
- Medical, dental, and vision insurance
- Short-term disability insurance
- 401(k) with employer matching
- Paid time off
- Substantial employee discounts on veterinary services, medications, diagnostics, boarding, and other pet care needs
- Opportunities for professional growth within a growing multi-hospital organization
Schedule
- Four days per week
- Typical shifts between 7:00 AM and 5:30 PM
- One consistent weekday off
- Rotating Saturday shift from 8:00 AM to 12:00 PM
Join Our Team
If you're passionate about customer service, enjoy working with animals, and are ready to take the next step in your leadership career, we'd love to hear from you. Join a stable, locally owned organization with deep roots in the community, a supportive team culture, meaningful opportunities for growth, and a commitment to exceptional patient and client care.
Job Type: Full-time
Pay: From $16.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Continuing education credits
- Dental insurance
- Employee discount
- Flexible schedule
- Health insurance
- Health savings account
- Paid time off
- Vision insurance
Work Location: In person
