Lead Veterinary Front Desk & Client Care Specialist

Roscoevillageanimalhospital; Chicago (IL); On-site; USD 27,552 - 33,062; Full time

Benefits offered by this job

Health, Dental, Vision insurance

401(k) retirement plan

Sign-on bonus

Job summary

Roscoe Village Animal Hospital in Chicago, IL is seeking a Lead Customer Service Representative to guide the front desk and lead a CSR team. You will model service excellence, mentor colleagues, and ensure exceptional client experiences while coordinating scheduling, payments, and records.

The role emphasizes collaboration with technicians and veterinarians, a calm leadership presence during busy periods, and commitment to the hospital's values.

Qualifications

• High school diploma or equivalent is required.
• Minimum of 2 years of customer service experience is required.
• Strong computer skills with scheduling systems and POS platforms.
• Excellent communication skills, empathetic and professional.
• Prior lead, senior, or mentoring experience is strongly preferred.
• Experience in veterinary, healthcare, or multi-location service environments is preferred.
• The salary range for this position is $20 - $24.00/Hr. based on experience.
• Competitive sign-on bonus offered, determined by level of experience.

Responsibilities

• Leading by Example: serve as a role model for service excellence and supervise core CSR duties including scheduling, check-ins, and transactions.
• Mentoring the Team: onboard and train CSRs, provide real-time coaching and development plans.
• Solving Problems: act as the first escalation point for client concerns and identify workflow gaps.
• Driving Communication: build relationships across departments and manage sensitive client conversations.
• Managing Operations: support daily front desk coverage, scheduling accuracy, and records.
• Championing Culture: lead with integrity, maintain calm during high-volume periods, reinforce hospital values.

Skills

Customer service

Leadership experience

Strong communication

Scheduling/POS software

Education

High school diploma or equivalent

Tools

Scheduling systems

POS platforms

Job description

Roscoe Village Animal Hospital in Chicago, IL is seeking a Lead Customer Service Representative to guide the front desk and lead a CSR team. You will model service excellence, mentor colleagues, and ensure exceptional client experiences while coordinating scheduling, payments, and records.

The role emphasizes collaboration with technicians and veterinarians, a calm leadership presence during busy periods, and commitment to the hospital's values.