Veterinary Customer Service Representative

Job Description

Job Description

Hog Mountain Animal Hospital is seeking a dependable, friendly, and motivated Veterinary Client Service Representative (CSR) to join our team. We are a small animal hospital focused on providing excellent medical care while making every visit as comfortable and effective as possible. Our mission is to help every pet and pet owner feel understood, supported, and valued.

About the Role

This is more than a front-desk position. The primary responsibility of our Veterinary CSR is to help keep the appointment schedule full and productive.

The right candidate will be proactive about contacting clients, working reminder lists, following up on cancellations and no-shows, and helping pet owners schedule the care their pets need.

Key Responsibilities

• Answer incoming calls professionally and efficiently
• Make outbound reminder and follow-up calls
• Schedule, confirm, reschedule, and manage appointments
• Actively work reminder lists to fill available appointment times
• Follow up on cancellations and no-shows
• Check clients and patients in and out
• Collect payments and deposits
• Review invoice items and balances with clients at checkout
• Respond to client emails and text messages
• Receive prescription refill requests and route them appropriately
• Read and understand information in patient medical records
• Keep the reception area clean, organized, and stocked
• Remain calm and professional when working with upset or emotional clients
• Know when a situation should be handled independently and when it should be escalated to a team leader, veterinary technician, or veterinarian

What We’re Looking For

The most important qualities for this position are:

• Dependability and punctuality
• Excellent phone and communication skills
• Ability to multitask in a busy environment
• Calm under pressure
• Accountability and teamwork
• Strong critical-thinking and problem-solving skills
• Willingness to take initiative instead of waiting for work to come to you
• Comfort working around dogs, cats, and exotic pets
• Ability to learn new systems and procedures

At least 1 year of customer service experience is preferred. Previous veterinary experience is a plus, but we are willing to train the right person.

Experience with Covetrus Pulse or similar veterinary software is also a plus.

English/Spanish bilingual skills are helpful but not required.

A high school diploma or GED is not required. We place greater value on commitment, reliability, communication skills, and performance.