Lead Veterinary Receptionist - Roscoe Village Animal Hospital

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 is proud to be AAHA Accredited, a distinction that reflects our deep commitment to the highest standards of veterinary excellence and patient care. This dedication is echoed by the community, which has given us an outstanding 4.7-star Google rating. We believe that exceptional medicine begins with an exceptional culture. If you are a veterinary professional looking to join a truly collaborative team in a rewarding setting, we offer an environment where you can truly do your best work and contribute meaningfully to the lives of pets and their families.Joining Roscoe Village means plugging into a network that deeply values your professional growth and development. We know that achieving your career goals, whether that means becoming a credentialed technician, moving into a leadership role, or expanding your clinical expertise, takes dedicated support. We have programs designed specifically to help you succeed. You will be supported by ongoing education and mentorship, ensuring you always have the tools necessary to advance your skills and feel valued in your professional journey.As an AAHA Accredited practice, we hold ourselves to rigorous medical standards that emphasize diagnostics, pain management, and surgical protocols. While practicing exceptional general medicine, you will benefit from access to internal specialty consultations and resources that elevate the level of care you can provide. This collaborative approach ensures that you always have expert guidance and comprehensive support available, allowing you to focus on high-quality patient outcomes in a facility dedicated to excellent modern veterinary care.Located in Chicago, IL, Roscoe Village is a highly sought-after, charming neighborhood that combines the friendly atmosphere of a small town with immediate access to big-city amenities. When you aren’t caring for our community's pets, you have access to everything the third-largest city in the country offers—from world-class museums, acclaimed dining, and vibrant cultural districts to beautiful green spaces and the expansive lakefront. Working at Roscoe Village Animal Hospital means enjoying a stimulating professional life balanced by a rich, metropolitan lifestyle.

Job Description

Your Impact as a Lead Customer Service Representative

As a Lead Customer Service Representative (Lead CSR), you are a working leader who sets the tone for the hospital's first impression. You support daily front desk operations while providing essential guidance, coaching, and support to the CSR team. In this role, you are responsible for maintaining exceptional client experiences, reinforcing service standards, and serving as the primary point of escalation for client and workflow issues. You partner closely with hospital leadership to ensure smooth operations, team alignment, and a positive, collaborative culture.

Your Impact Will Include:

• Leading by Example: You will serve as a role model for service excellence, professionalism, and teamwork, performing all core CSR duties including scheduling, check-ins, and financial transactions.
• Mentoring the Team: You will support the onboarding and training of new CSRs, providing real-time coaching, feedback, and development planning to help your teammates succeed.
• Solving Problems: You will act as the first point of escalation for client concerns and service recovery, using sound judgment to resolve issues and identifying workflow gaps to suggest improvements.
• Driving Communication: You will build strong relationships across departments (technicians, veterinarians, leadership) and handle sensitive or escalated client conversations with confidence and care.
• Managing Operations: You will support daily front desk coverage, monitor client experience, and ensure the accuracy of scheduling, records, and reporting.
• Championing Culture: You will lead with integrity and empathy, maintaining a calm, supportive presence during high-volume situations and reinforcing hospital values.

What You'll Bring to the Team

• 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 - $24.00/Hr. based on experience
• Competitive sign-on bonus offered, determined by level of experience.

Responsibilities and Benefits

How You're Supported

As part of the Mission Pet Health family, you get the stability of a local practice backed by the comprehensive benefits and resources of a larger network. The focus is on investing in you, so you can focus on what you love.
Note: Our comprehensive benefits package is designed to support you at every stage. Eligibility for specific benefits varies based on your role and hours worked.

Competitive Compensation

A competitive hourly rate based on your experience and leadership role.

Comprehensive coverage including Health, Dental, and Vision insurance, plus access to our Employee Assistance Program (EAP).

Plan for your future with a 401k retirement plan, plus Life Insurance and Short-term Disability options.

Commitment to Growth

We support your career goals with opportunities for professional development and training.

The Power of a Network

Join a nationwide community of over 20,000 veterinary professionals who share a passion for collaboration and career growth.

Enjoy paid time off, discounted veterinary care for your own pets, and free 24/7 access to doctors through Teladoc.

About Mission Pet Health

Mission Pet Health was founded by veterinarians on the belief that local practices thrive with clinical autonomy, collaboration, and medical excellence. The organization provides world-class support to its 850+ hospital teams on a hyper-local basis so they can focus on what matters most: the medicine, their patients, and their team culture. Learn more at missionpethealth.com .

Driving the award-winning culture are the WAG values – Work Together, Amaze, and Grow. Mission Pet Health is veterinarian-led, people-focused, and on a mission to be the best place to work in veterinary medicine. We are proud to be recognized as a 2025 "Most Loved Workplace," ranked #2 in America's Top 100 and #1 in veterinary care.

Physical Requirements: Ability to sit, stand, and walk for extended periods. Manual dexterity to operate computers and office equipment. Ability to communicate clearly with clients and team members. Reasonable accommodations may be made.

Reasonable Accommodations: Applicants with disabilities may be entitled to reasonable accommodation. Please contact [e-mail] with your request and contact information.

EEO Statement: Mission Pet Health is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive environment for all employees.

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