Virtual Front Desk Operator (For Vet Clinics)

Company

Scalesource

Salary / Compensation

• $1,000 USD per month (starting salary)
• $1,500 USD per month after successful completion of the first 90 days
• Full-time employment

Overview / Job Description

Scalesource is hiring a Virtual Front Desk Operator to serve as the primary point of contact for veterinary clinics. This fully remote role goes beyond answering calls by managing front-desk operations, scheduling appointments, triaging callers, and ensuring every customer interaction ends with a clear next step.

The successful candidate will oversee appointment scheduling, emergency call triage, missed-call recovery, and client communication while maintaining a calm, empathetic, and professional customer experience. The role emphasizes ownership, operational efficiency, and measurable performance.

Responsibilities

Front Desk & Appointment Management

• Manage the veterinary clinic’s calendar from scheduling through follow-up.
• Schedule appointments and coordinate front-desk activities.
• Qualify callers and guide them to the appropriate next steps.
• Maintain accurate scheduling and appointment records.

Customer Support & Call Handling

• Answer inbound calls professionally and empathetically.
• Handle customer inquiries using the G.U.I.D.E. call structure.
• Build trust with pet owners while maintaining control of conversations.
• Ensure every call concludes with a clear action or appointment.

Emergency Triage & Missed-Call Recovery

• Identify and respond appropriately to emergency veterinary situations using established triage guidelines.
• Conduct daily missed-call recovery activities.
• Contact new leads within 20 minutes.
• Maintain timely follow-up with prospective clients.

Systems & Communication

• Use the clinic’s Practice Management System (PMS), dialer, and SMS platforms.
• Manage client communications efficiently across multiple channels.
• Support smooth day-to-day clinic operations through accurate documentation and communication.

Requirements

Experience

• 0–5 years of customer-facing phone support experience.
• Experience in hospitality, veterinary, dental, medical reception, or salon coordination is preferred.
• Experience using a Practice Management System (PMS), dialer, and SMS tools.

Skills & Competencies

• Native-level English fluency with excellent verbal communication skills.
• Warm, calm, and professional phone presence.
• Strong customer service and relationship-building abilities.
• Excellent multitasking and organizational skills.
• Ability to make quick decisions while maintaining empathy and professionalism.
• Strong sense of ownership and accountability.
• Spanish language skills are considered an advantage.

Availability

• Reliable availability during U.S. Central Time business hours.
• Must consistently cover peak call periods between 10:00 AM–12:00 PM and 4:00 PM–6:00 PM (U.S. Central Time).

Candidate Profile

You SHOULD Apply If

• You enjoy helping customers over the phone.
• You remain calm and compassionate in stressful situations.
• You are organized and comfortable managing appointment schedules.
• You enjoy working in customer-focused healthcare or veterinary environments.
• You take ownership of your work and actively seek process improvements.
• You thrive in a performance-driven remote environment.

You Should NOT Apply If

• You are uncomfortable speaking with customers throughout the day.
• You struggle with multitasking between calls, scheduling, and messaging platforms.
• You cannot reliably work during the required U.S. Central Time overlap.
• You are uncomfortable handling urgent or emotionally sensitive customer situations.
• You prefer highly supervised work environments with limited personal accountability.

Other Information

Work Schedule

• Full-time
• Fully remote
• Monday to Friday
• 8-hour workday
• Must overlap with U.S. Central Time, including peak periods from 10:00 AM–12:00 PM and 4:00 PM–6:00 PM

Performance Targets (First 90 Days)

• Maintain a booking rate of 60% or higher.
• Keep average qualify-to-direct time below 90 seconds.
• Complete daily missed-call recovery, contacting new leads within 20 minutes.
• Continuously improve quality assurance (QA) scores through coaching and self-review.

Additional Benefits / Highlights

• Salary increase to $1,500 USD per month after 90 days based on performance.
• Fast and transparent hiring process.
• Strong opportunities for salary growth and long-term career development.
• Direct collaboration with U.S.-based veterinary clinic owners and operators.
• Performance-driven culture focused on outcomes rather than hours worked.
• Clear goals, weekly scorecards, and continuous feedback through the Entrepreneurial Operating System (EOS).
• Opportunity to take ownership of front-desk operations and contribute to clinic success.