Lead Client Service Representative

GoodVets; Chicago (IL); On-site; USD 28,000 - 34,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

Generous paid time off

Employee discounts on vet care and paw

Culture of empathy and collaboration

Job summary

GoodVets is seeking a Lead Client Service Representative to set the tone for every visit at our Chicago clinics (West Loop and Andersonville). You’ll lead front-desk interactions, greet clients, manage check-ins/outs, and triage calls while coordinating with the clinical team to ensure a smooth schedule.

You’ll also train and mentor other CSR staff, champion warmth and empathy, and help maintain an organized reception that supports the hospital’s patient-first culture.

Qualifications

• Front-desk experience in veterinary or medical settings is preferred.
• Excellent communication and empathy in client interactions.
• Comfort with fast-paced environments and multitasking.

Responsibilities

• Greet clients and manage check-in/check-out with warmth and professionalism
• Answer and triage phone calls using multiple lines
• Schedule appointments and coordinate with clinical team
• Process payments and manage invoicing
• Maintain a clean, welcoming reception area
• Support training and mentoring of CSR staff

Skills

Outstanding communication

Interpersonal skills

Front-desk experience

Team leadership

CRM/PM software familiarity

Tools

Practice management software

Job description

Who We Are

GoodVets is a nationwide network of modern animal hospitals, co-owned with local veterinarians who are passionate about delivering gold-standard care. We sit at the intersection of quality-first medicine and people-first culture, providing a supportive, growth-minded environment for our teams—and unparalleled service for today's pet parents.

The Opportunity

As a Lead Client Service Representative (CSR), you are the first and last impression for every client who walks through our doors. You’ll set the tone for the entire visit by creating a welcoming and supportive experience for pet owners and their companions. From managing phone calls and appointments to facilitating check-ins and check-outs, you’ll ensure every interaction reflects our values of warmth, professionalism, and empathy. Lead Client Service Representatives are also responsible for training and mentoring other members of the clinic's CSR staff team. This role would split time between our West Loop and Andersonville hospitals.

This is more than a front-desk role—it’s a critical position that shapes the client experience and supports the success of the hospital as a whole.

What You'll Do

• Deliver elevated customer service with warmth, empathy, and professionalism


• Greet clients and manage the check-in/check-out process with efficiency and care


• Answer and triage phone calls using a multi-line system


• Schedule appointments, procedures, and follow-ups in coordination with the clinical team


• Process payments and ensure accurate invoicing


• Monitor the flow of patients and clients throughout the day


• Maintain a clean and organized reception and lobby area


• Communicate effectively with doctors, technicians, and managers to ensure smooth operations


• Assist emotionally stressed clients with compassion and clarity


• Support occasional light administrative and cleaning duties as needed

Our Lead Client Service Representatives Have

• Availability to work evenings and weekends


• Previous veterinary or medical front-desk experience (preferred, not required)


• Strong communication and interpersonal skills


• Comfort working in a fast-paced environment with multiple priorities


• Familiarity with Windows-based systems and practice management software (or a willingness to learn)


• A positive, team-first attitude and a passion for creating a welcoming environment

What We Offer

• Comprehensive Benefits Package: Medical, dental, and vision insurance to keep you and your family well—plus flexible spending options and disability coverage


• 401(k) with a Company Match: A retirement plan that helps you plan ahead, with matching contributions to support your long-term goals


• Generous Paid Time Off: Paid holidays, vacation days, and personal time to help you recharge and maintain a healthy work-life balance


• Employee Discounts: Significant savings on veterinary care and products for your own pets at any GoodVets location


• A Culture that Values You: Join a team that leads with empathy, prioritizes collaboration, and celebrates each other’s wins—big and small

At GoodVets, you're not just a Lead CSR—you’re a vital part of redefining the veterinary experience.

Compensation Range

$20—$25 USD