CSR Manager Cypress Fairhaven Animal Hospital

Company Overview

Cypress Fairhaven Animal Hospital has been a dedicated partner in pet healthcare for the Cypress, TX community since 2013. We are built on the mission of treating every pet like our own, a commitment reflected in our excellent 4.8-star Google rating, which shows the immense trust the community places in us. We are looking for passionate professionals to join our culture of comprehensive care and collaboration. This is an environment where you can truly do your best work, supported by dedicated teammates who share your professional passion.

Joining Cypress Fairhaven means becoming part of a supportive network that prioritizes the professional growth of every individual. Our larger organization is deeply committed to ensuring all teammates have access to resources that help them succeed. This includes structured programs designed to support career mobility, whether you are aiming to become a credentialed technician, advancing into a leadership role, or expanding your specialized veterinary knowledge. We foster a collaborative environment where mentorship and education are central to the daily workflow, allowing all teammates to continually develop their skills.

The level of medicine practiced at our hospital is comprehensive and focused on advanced patient outcomes. We provide a wide range of services including essential Wellness and Prevention, sophisticated Testing and Diagnostics, Advanced Care, necessary Surgical Procedures, and critical Urgent Care. As a professional here, you gain immediate access to internal consultation services and specialty resources available through our network, ensuring you always have the support needed for complex cases. We equip our teammates with the tools and educational pathways necessary to excel in challenging and rewarding medical scenarios.

Cypress, Texas, provides a fantastic community setting for those seeking quality of life outside of the immediate Houston metro area. Located close enough to major city amenities yet maintaining a distinct suburban character, Cypress offers a welcoming environment for families and individuals alike. When you aren't providing exceptional care at Cypress Fairhaven, you will find a supportive and active local community ready to welcome you. We are located conveniently off Mueschke Road, making your daily commute straightforward and stress-free.

Job Description

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.

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 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.