Client Service Representative

The Role at Lindsey Veterinary Hospital:

As a Customer Service Representative (CSR) at Lindsey Veterinary Hospital, you provide

the initial connection between our clients and the care we deliver, and you are a

foundational member of our veterinary care team. Your role is essential in creating a

welcoming, compassionate environment for our clients and their pets.

Position Summary:

The Veterinary Customer Service Representative is the first point of contact for our clients

and is responsible for providing a high standard of client care and communication. This

role ensures smooth day-to-day operations of the front desk, supports clinical staff, and

maintains a caring and professional demeanor in a fast-paced veterinary setting.

Primary Responsibilities:

• Greet clients and patients in a friendly, professional manner, both in-person and

over the phone.

• Schedule appointments and manage the appointment calendar efficiently.

• Check-in and check-out patients, accurately entering client and patient information

into the practice management software.

• Maintain accurate and up-to-date client and patient records in the PIMS system,

ensuring all interactions, treatments, and communications are properly

documented.

• Handle client inquiries regarding services, products, prescriptions, and basic pet

care guidance.

• Process payments, issue invoices, and balance daily receipts.

• Maintain cleanliness and orderliness of the reception area and client-facing spaces.

• Communicate effectively with veterinary staff to relay client concerns or changes in

patient condition.

• Manage medical record requests and ensure accurate documentation.

• Triage client calls and determines the urgency of patient needs.

• Follow clinic protocols for emergency or high-priority situations.

• Support clinic promotions, loyalty programs, and client education initiatives.

• Follow all Health and Safety Policies and Procedures.

Key Competencies:

• Client-focused communication

• Professionalism and discretion

• Adaptability and problem-solving

• Team collaboration

• Detail-oriented data entry and record-keeping

• Able to remain calm in emergency situations

• Emotional resilience when supporting clients during euthanasia appointments,

maintaining a calm, compassionate presence

• Growth mindset

Work Conditions:

• Physical demands include lifting animals and equipment (up to 25 KG), standing for

extended periods, and performing tasks that require manual dexterity.

• May be exposed to pets of all types, pet dander, and veterinary medications.

• Variable schedule including evenings, weekends, and/or holidays as needed.

Minimum Qualifications:

• High school diploma or equivalent

• Minimum of 1 year of customer service experience

• Basic proficiency with computers and office software (e.g., Microsoft Office, Google

Workspace)

• Ability to learn and navigate veterinary practice management software (PIMS)

• Strong interpersonal and communication skills, both written and verbal

• Comfortable working in an environment with animals, including exposure to pet

hair, noise, and the emotional nature of veterinary care

• Able to work a flexible schedule including evenings, weekends, and holidays as

needed

• Must be able to handle sensitive or emotional situations with compassion and

professionalism