Lead Veterinary Receptionist - Metropolitan Veterinary Center (Chicago)

Your Impact as a Lead Customer Service Representative

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.

• Maintain exceptional client experiences
• Reinforce service standards
• Serve as the primary point of escalation for client and workflow issues
• Partner closely with hospital leadership to ensure smooth operations, team alignment, and a positive, collaborative culture

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 identify 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

• A high school diploma or equivalent
• Minimum of 2 years of customer service experience
• 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

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

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.

Total Wellbeing

• Coverage including Health, Dental, and Vision insurance
• Access to our Employee Assistance Program (EAP)

Financial Health

• Plan for your future with a 401k retirement plan
• 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
• Valuable Perks
• Enjoy paid time off
• Discounted veterinary care for your own pets
• 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.

EEO Statement

We embrace diversity and are committed to creating an inclusive environment for all employees.