Client Services Representative
Woodlake Veterinary Hospital
Job Description
Woodlake Veterinary Hospital is a full-service, AAHA-accredited small animal practice in Richfield, Minnesota, committed to providing exceptional, compassionate care to our patients throughout every stage of life. We value the skills, dedication, and experience that veterinary technicians bring and foster a supportive, positive team culture where collaboration, mentorship, and professional growth are encouraged. At Woodlake, your skills are respected, your contributions matter, and your continued development is supported.
Position Summary
The Veterinary Customer Service Representative (CSR) plays a vital role as the first point of contact for clients and their pets. This position is responsible for delivering exceptional customer service, managing front-desk operations, and supporting the veterinary team to ensure a smooth, professional, and compassionate client experience.
Key Responsibilities
Client Interaction & Communication
- Greet clients and pets warmly upon arrival, creating a welcoming and positive environment.
- Answer phone calls promptly and professionally; schedule appointments, relay messages, and provide accurate information.
- Communicate clearly and empathetically with clients regarding appointment scheduling, services, procedures, and follow-up care.
- Manage email, text, and online inquiries in a timely and courteous manner.
Administrative & Clerical Duties
- Maintain accurate and up-to-date client and patient records in the practice management software.
- Process client payments, invoices, and estimates; manage deposits and daily cash reconciliation.
- Prepare, organize, and scan client paperwork, consent forms, and discharge instructions.
- Assist with filing, inventory, and ordering office supplies as needed.
- Maintain an understanding of PAW Plans and how to enroll clients, invoice services, and process upgrades or cancellations.
Team Support
- Collaborate closely with veterinarians, technicians, and other team members to coordinate patient care.
- Notify staff of client arrivals, cancellations, or urgent situations promptly.
- Maintain cleanliness and organization in the reception area and client waiting spaces.
- Promptly room clients after they’ve been checked in.
- Be an advocate for clients. Provide guidance and support to clients as appropriate or with the guidance of a veterinarian.
Client Education & Retention
- Educate clients on preventive care, PAW Plans, and available services.
- Follow up on missed appointments, overdue services, prescription refills, and client reminders to encourage ongoing care.
- Resolve client concerns or complaints professionally, escalating issues to management when appropriate.
Qualifications & Requirements
- High school diploma or equivalent required; some college or veterinary experience preferred.
- Minimum 1–2 years of experience in customer service, ideally in a veterinary, medical, or animal-related setting.
- Strong interpersonal and communication skills, with an empathetic and calm demeanor.
- Proficiency with computers and veterinary practice management software
- Ability to multitask in a fast-paced environment and handle stressful situations gracefully.
- Passion for animals and commitment to providing outstanding client service.
- Positive, can-do attitude
Compensation:
- Base hourly rate of $17.00 - $22.00 DOE
- Eligible for periodic bonuses
Part time Benefits
- Employee Discounts
- Sick Time
National Veterinary Associates is a leading global pet care organization united in the love of animals and the people who love them.
At NVA, we’re on a mission to improve the lives of pets and the people who love them. That starts by empowering our care teams. We nurture their growth with resources to practice medicine their way. Our network of 1,000 hospitals connects them to a community of professionals who share their passion so they can learn and grow together. Our national presence enables us to deliver technology and innovations that simplify work and expand care for all. At NVA, we're committed to your professional growth. We support your entire career journey, offering opportunities ranging from mentorship to ownership.
At National Veterinary Associates, we want to make sure your experience connecting with us is seamless and straightforward. Here’s what to expect when interacting with us:
• We’ll always reach out via verified LinkedIn profiles or emails ending in @nva.com
• We may also contact you via text message from an identified NVA representative for recruiting-related communication
• All job opportunities and applications are hosted on our official careers site: careers.nva.com
• There is no cost or confidential information required to apply or be considered for a position
If you have any doubts about a communication, feel free to visit our careers page to verify authenticity or email us at hiringhub@nva.com. Thank you for exploring opportunities at NVA!
NVA offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees. The team can provide more information about compensation and benefits for your specific location during the process. For positions based in Colorado, NVA provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.
NVA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.
