Lead Veterinary Front Desk & Customer Service Mentor

Roscoe Village Animal Hospital; Chicago (IL); On-site; USD 28,000 - 33,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401k retirement plan

Life Insurance

Short-term Disability

Paid time off

Teladoc access

Sign-on bonus

Job summary

Roscoe Village Animal Hospital, a Chicago veterinary team, seeks a Lead Customer Service Representative to guide front desk operations and mentor CSRs. You will ensure exceptional client experiences, handle escalation, and collaborate with technicians, veterinarians, and leadership to maintain smooth workflows.

The role emphasizes service leadership, staff development, and maintaining a calm, high-quality client journey in a bustling hospital environment.

Qualifications

• High school diploma or equivalent required.
• Minimum of 2 years of customer service experience required.
• Strong computer skills, including scheduling systems and POS platforms.
• Excellent communication skills, clear, empathetic, professional.
• Lead, senior, or mentoring experience strongly preferred.
• Experience in veterinary, healthcare, or multi-location service environments preferred.

Responsibilities

• Lead by example for service excellence, perform core CSR duties including scheduling and transactions.
• Mentor and onboard CSRs, provide coaching and development planning.
• Serve as escalation point for client concerns and service recovery.
• Foster cross-department communication and handle sensitive client conversations.
• Support daily front desk coverage, monitor client experience, ensure accurate scheduling and records.
• Lead with integrity and empathy during high-volume periods and reinforce hospital values.

Skills

High school diploma or equivalent

2+ years of customer service

Scheduling systems

POS platforms

Excellent communication

Lead/mentoring experience

Veterinary/healthcare experience

Education

High school diploma or equivalent

Job description

Roscoe Village Animal Hospital, a Chicago veterinary team, seeks a Lead Customer Service Representative to guide front desk operations and mentor CSRs. You will ensure exceptional client experiences, handle escalation, and collaborate with technicians, veterinarians, and leadership to maintain smooth workflows.

The role emphasizes service leadership, staff development, and maintaining a calm, high-quality client journey in a bustling hospital environment.