Lead Client Service Representative

About the role

The Lead Client Service Representative (CSR) plays a crucial role in setting the tone for the entire client experience. This position involves managing phone calls, appointments, and check-ins/check-outs, ensuring every interaction reflects the values of warmth, professionalism, and empathy.

Responsibilities

• Deliver elevated customer service with warmth, empathy, and professionalism
• Greet clients and manage the check-in/check-out process with efficiency and care
• Answer and triage phone calls using a multi-line system
• Schedule appointments, procedures, and follow-ups in coordination with the clinical team
• Process payments and ensure accurate invoicing
• Maintain a clean and organized reception and lobby area
• Communicate effectively with doctors, technicians, and managers to ensure smooth operations
• Aid emotionally stressed clients with compassion and clarity
• Occasionally assist with light administrative and cleaning duties

Requirements

Lead Client Service Representatives should have availability to work evenings and weekends, previous veterinary or medical front-desk experience (preferred), strong communication and interpersonal skills, comfort working in a fast-paced environment, familiarity with Windows-based systems and practice management software, and a positive, team-first attitude.

Qualifications

• Strong communication and interpersonal skills
• Comfort working in a fast-paced environment with multiple priorities
• Familiarity with Windows-based systems and practice management software (or a willingness to learn)
• A positive, team-first attitude and a passion for creating a welcoming environment

Skills

• Effective communication and interpersonal skills
• Ability to multitask and prioritize in a fast-paced environment
• Familiarity with Windows-based systems and practice management software

Benefits

• Comprehensive Benefits Package: Medical, dental, and vision insurance, flexible spending options, disability coverage, 401(k) with a Company Match
• Generous Paid Time Off: Paid holidays, vacation days, and personal time
• Employee Discounts: Savings on veterinary care and products for your own pets at any GoodVets location
• A Culture that Values You: Team that leads with empathy, prioritizes collaboration, and celebrates each other's wins

Pay

$20—$25 USD per hour

Schedule

This role splits time between the West Loop and Andersonville hospitals, requiring availability to work evenings and weekends.