Lead Veterinary Front Desk & Client Experience

Mission Pet Health; Chicago (IL); Hybrid; USD 28,000 - 36,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401k

Life insurance

Paid time off

Discounted veterinary care

Teladoc access

Sign-on bonus

Job summary

Roscoe Village Animal Hospital in Chicago, IL seeks a Lead Customer Service Representative to guide the CSR team, manage daily front desk operations, and uphold service standards. You will mentor CSRs, handle escalations, and partner with clinicians and leadership to ensure smooth patient flow and outstanding client experiences.

The role emphasizes coaching, problem solving, and cross-team communication within a collaborative hospital culture.

Qualifications

• 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.
• The salary range for this position is $20 - $26.00/Hr. based on experience
• Competitive sign-on bonus offered, determined by level of experience.

Responsibilities

• Lead by example, performing core CSR duties including scheduling, check-ins, and financial transactions.
• Mentor onboarding and training of new CSRs with real-time coaching and development planning.
• Serve as first point of escalation for client concerns and workflow issues, resolving problems.
• Build relationships across departments and handle sensitive client conversations with care.
• Support daily front desk coverage, monitor client experience, and ensure scheduling accuracy.
• Lead with integrity and empathy during high-volume situations and reinforce hospital values.

Skills

Customer service

Leadership

Mentoring

Scheduling systems

POS platforms

Communication

Veterinary/healthcare experience

Education

High school diploma or equivalent

Tools

Scheduling systems

POS platforms

Job description

Roscoe Village Animal Hospital in Chicago, IL seeks a Lead Customer Service Representative to guide the CSR team, manage daily front desk operations, and uphold service standards. You will mentor CSRs, handle escalations, and partner with clinicians and leadership to ensure smooth patient flow and outstanding client experiences.

The role emphasizes coaching, problem solving, and cross-team communication within a collaborative hospital culture.