Lead Veterinary Receptionist

Lead Customer Service Representative Welcome to Metropolitan Veterinary Center in vibrant Chicago, IL. We are dedicated to providing the highest standards of care, which is reflected in our respected AAHA accreditation and our excellent 4.6-star Google rating, demonstrating the deep trust we have built within the community. Our mission centers on collaboration and excellence, ensuring every pet receives individualized, compassionate treatment. Being AAHA accredited means we meet rigorous standards in facility management, patient care, and diagnostic capabilities. For those focused on continuous improvement, the hospital prioritizes ongoing education and access to advanced tools and technology. Located in the heart of Chicago, IL, you gain access to a world-class city that offers limitless opportunities outside of the clinic. 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. Competitive sign-on bonus offered, determined by level of experience. 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. Mission Pet Health is veterinarian-led, people-focused, and on a mission to be the best place to work in veterinary medicine. 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 View email address on click.appcast.io 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.