Customer Service Representative

The Customer Service Representative (CSR) is an essential member of the veterinary healthcare team, responsible for providing exceptional client service and ensuring a welcoming, organized, and efficient experience for clients and their pets. The CSR serves as the first point of contact for clients, both in person and over the phone, and works closely with veterinarians, veterinary technicians, and other hospital team members to support patient care and daily hospital operations.

• Welcome clients and their pets warmly, providing compassionate, professional, and attentive customer service.
• Answer incoming phone calls, respond to client inquiries, schedule appointments, and direct calls to the appropriate team members.
• Schedule appointments efficiently, following hospital scheduling guidelines and ensuring appropriate appointment types and durations.
• Check patients in and out, maintain accurate client and patient records, and process payments and invoices.
• Communicate with clients regarding appointment reminders, follow-up care, prescription requests, and other hospital needs.
• Ensure patients with medically necessary follow-up care are scheduled for future appointments before leaving the hospital whenever possible.
• Assist with client education regarding hospital services, wellness plans, CareClub benefits, and available pharmacy options.
• Receive and appropriately route faxes, medical records, prescription requests, and other incoming documentation to the appropriate team members.
• Maintain accurate records within the hospital's practice management system.
• Collaborate with veterinarians, veterinary technicians, and hospital leadership to support efficient patient flow and a positive client experience.
• Handle client concerns professionally, demonstrating empathy and escalating issues to hospital leadership when appropriate.
• Maintain a clean, organized, and welcoming reception area.
• Follow hospital policies and procedures regarding client communication, financial transactions, confidentiality, and patient safety.
• Support hospital goals related to client satisfaction, appointment utilization, client retention, and overall operational efficiency.
• Perform additional duties as assigned to support the needs of the hospital.

Qualifications

• Previous customer service or client-facing experience preferred.
• Veterinary, medical, or animal care experience is a plus.
• Strong verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Ability to multitask and prioritize responsibilities in a fast-paced environment.
• Comfortable using computers and learning practice management and scheduling software.
• Ability to remain calm, professional, and compassionate when interacting with clients who may be stressed or concerned about their pets.
• Ability to work collaboratively as part of a team while maintaining accountability for assigned responsibilities.
• Willingness to learn veterinary terminology, hospital protocols, and client service best practices.

Key Competencies

• Compassionate client service and communication
• Teamwork and collaboration
• Organization and time management
• Problem-solving and conflict resolution
• Attention to detail and accuracy
• Professionalism and accountability
• Adaptability in a fast-paced veterinary environment

Work Environment

This position operates in a busy veterinary hospital environment and requires frequent interaction with clients, patients, and medical team members. The role may involve extended periods of standing or sitting, frequent computer and telephone use, and occasional exposure to animals, animal-related odors, and hospital cleaning products.

If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.

Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development).We are proud to be an Equal Opportunity Employer. For a complete EEO statement please see our career page at vcacareers.com.