We are looking for a compassionate, organized, and client-focused Customer Service Representative to join our veterinary team. The CSR plays a vital role in creating a welcoming and supportive experience for our clients and patients while ensuring the hospital operates efficiently day-to-day. This position requires excellent communication skills, attention to detail, multitasking abilities, and a genuine passion for animal care.

Key Responsibilities

Client Care & Communication

• Greet clients and patients in a warm, professional, and compassionate manner
• Answer incoming phone calls and respond to emails in a timely and professional way
• Schedule appointments efficiently while prioritizing urgent cases appropriately
• Educate clients on hospital services, preventative care, and treatment recommendations
• Communicate clearly regarding estimates, payment policies, and appointment expectations
• Manage difficult conversations with empathy and professionalism

Administrative Duties

• Maintain accurate patient records and client information
• Process payments, invoices, and deposits
• Monitor and respond to message center tasks and client follow-ups
• Assist with forward booking and reminder calls to support preventative care compliance
• Maintain organization of reception and waiting areas
• Support inventory and administrative tasks as assigned

Team Support

• Collaborate closely with veterinarians, RVTs, and assistants to ensure smooth workflow
• Assist with patient flow and appointment coordination
• Communicate effectively with team members regarding client concerns and scheduling updates
• Support hospital initiatives, promotions, and client education campaigns
• Contribute to a positive, respectful, and team-oriented workplace culture

Qualifications

• Previous customer service experience required
• Veterinary reception or animal care experience considered a strong asset
• Strong communication and interpersonal skills
• Ability to multitask and remain calm in a fast-paced environment
• Comfortable handling emotionally sensitive situations
• Basic computer proficiency and ability to learn veterinary software systems
• Availability for evenings, weekends, and holidays as required

Ideal Candidate

The ideal candidate is compassionate, dependable, proactive, and thrives in a busy team environment. They are committed to delivering exceptional client service while supporting high-quality patient care.