Customer Service Representative (CSR)

Blackforest Veterinary Clinic | Full-Time / Part-Time | $17.50 – $19.50 per hour, depending on experience

Blackforest Veterinary Clinic is a growing hospital dedicated to delivering compassionate, high-quality care to our patients and the families who love them. As our practice expands, we are looking for a warm, organized, and dependable Customer Service Representative to join our front desk team. You will be the first and last face clients see, and you will set the tone for every visit.

Position Summary

The CSR is the heart of our front office. You will welcome clients and their pets, manage the flow of appointments, handle check-in and check-out, and communicate clearly and kindly with pet owners, sometimes during stressful or emotional moments. You will work closely with our veterinarians, technicians, and assistants to keep the hospital running smoothly.

Key Responsibilities

• Greet clients and patients warmly in person, by phone, and by email or text
• Answer multi-line phones, schedule appointments, and manage the daily appointment calendar
• Check patients in and out, update client and patient records, and verify contact information
• Process payments, explain invoices and estimates, and handle payment plans or third-party financing options
• Communicate with clients about treatment plans, medication refills, and follow-up care, escalating medical questions to the clinical team
• Coordinate patient flow between the lobby, exam rooms, and treatment areas to minimize wait times
• Manage incoming and outgoing records requests, referrals, and pharmacy or lab communications
• Send appointment and vaccine reminders and follow up on outstanding recalls
• Respond with empathy and professionalism to clients experiencing grief, including end-of-life and euthanasia appointments
• Keep the reception area, front desk, and client spaces clean, tidy, and welcoming
• Support the team with general administrative tasks as the hospital grows

Qualifications

Required

• High school diploma or equivalent
• Excellent communication skills and a friendly, patient demeanor
• Comfort handling a busy, fast-paced environment and multitasking
• Basic computer skills and ability to learn new software quickly
• Reliability, punctuality, and a strong team-first attitude
• Ability to remain calm and compassionate with upset or anxious clients

Preferred

• 1+ year of customer service, reception, or medical front office experience
• Prior veterinary clinic experience
• Familiarity with veterinary practice management software (e.g., Cornerstone, AVImark, ezyVet, Provet, or similar)
• Cash handling or POS experience
• Bilingual (English/Spanish) a plus

Skills and Traits We Value

• A genuine love of animals and the people who care for them
• Strong attention to detail and accuracy with records and payments
• Problem-solving and the ability to stay composed under pressure
• Willingness to learn, take feedback, and grow with a developing practice
• Respectful, collaborative approach to working with a diverse team

Physical Requirements

• Ability to sit or stand for extended periods
• Ability to lift up to 25–40 lbs occasionally (pet food, supplies, and assisting with small pets)
• Comfort being around animals of all kinds, including dogs, cats, and exotic pets
• Exposure to animal dander, noise, and odors typical of a veterinary hospital

Schedule

Hours will include weekdays and rotating Saturdays, with some evening shifts depending on clinic needs.

Compensation and Benefits

 

• Pay: $17.50 – $19.50 per hour, based on experience
• Health, dental, and vision insurance, if offered
• Paid time off and holiday pay
• Employee discount on veterinary care, food, and products for your own pets
• Continuing education and training opportunities
• Retirement plan or match, if offered
• Opportunity for growth within a rapidly expanding hospital