What are the responsibilities and job description for the Lead Veterinary Receptionist - City Way Animal Clinics - Mass Ave position at Mission Pet Health?
When you join City Way Animal Clinics - Mass Ave, you are joining an established practice known for excellence. We are proud to be AAHA Accredited, reflecting our commitment to the highest standards of veterinary care. The trust our clients place in us is clear, as reflected by our outstanding 4.7-star Google rating. If you are looking for an opportunity to do your best work alongside dedicated teammates, this is where you belong. We understand that to provide exceptional care, our teammates must be fully supported. While focused on individual practice success, you benefit from being part of a larger network that prioritizes professional development. This commitment ensures you have access to continuous learning opportunities, structured programs to help you achieve your career goals—such as becoming a credentialed technician or moving into a leadership role—and the stability you need to succeed. Providing quality, comprehensive small animal medicine is the core of our practice. As an AAHA accredited facility, you will work in an environment dedicated to rigorous medical standards. We utilize advanced diagnostic tools, including in-house ultrasound, allowing you to quickly and effectively manage complex cases. For those challenging moments, our network grants you ready access to internal specialty consultations, ensuring you always have the support required to deliver optimal patient outcomes. Located in Indianapolis, IN, our Mass Ave practice places you in the heart of a vibrant and growing community. Indianapolis offers the amenities of a major metropolitan area with a manageable cost of living and Midwest charm. Whether you enjoy world-class dining, exploring cultural districts, or taking advantage of extensive urban green spaces, you will find a rich environment outside of the clinic that supports a balanced and rewarding lifestyle.
Your Impact as a Lead Customer Service Representative
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
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 based on your experience and leadership role.
Total Wellbeing
Comprehensive coverage including Health, Dental, and Vision insurance, plus access to our Employee Assistance Program (EAP).
Financial Health
Plan for your future with a 401k retirement plan, plus Life Insurance and Short-Term Disability options.
Commitment to Growth
We support your career goals with opportunities for professional development and training.
The Power of a Network
Join a nationwide community of over 20,000 veterinary professionals who share a passion for collaboration and career growth.
Valuable Perks
Enjoy paid time off, discounted veterinary care for your own pets, 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 more at missionpethealth.com.
Driving 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.
Physical Requirements: Ability to sit, stand, and walk for extended periods. Manual dexterity to operate computers and office equipment. Ability to communicate clearly with clients and team members. Reasonable accommodations may be made.
Reasonable Accommodations: Applicants with disabilities may be entitled to reasonable accommodation. Please contact benefits@mvetpartners.com with your request and contact information.
EEO Statement: Mission Pet Health is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive environment for all employees.
Your Impact as a Lead Customer Service Representative
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.
- 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, 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 based on your experience and leadership role.
Total Wellbeing
Comprehensive coverage including Health, Dental, and Vision insurance, plus access to our Employee Assistance Program (EAP).
Financial Health
Plan for your future with a 401k retirement plan, plus Life Insurance and Short-Term Disability options.
Commitment to Growth
We support your career goals with opportunities for professional development and training.
The Power of a Network
Join a nationwide community of over 20,000 veterinary professionals who share a passion for collaboration and career growth.
Valuable Perks
Enjoy paid time off, discounted veterinary care for your own pets, 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 more at missionpethealth.com.
Driving 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.
Physical Requirements: Ability to sit, stand, and walk for extended periods. Manual dexterity to operate computers and office equipment. Ability to communicate clearly with clients and team members. Reasonable accommodations may be made.
Reasonable Accommodations: Applicants with disabilities may be entitled to reasonable accommodation. Please contact benefits@mvetpartners.com with your request and contact information.
EEO Statement: Mission Pet Health is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive environment for all employees.