Call Center, Customer Service Representative (Small Animal)

Job Description

Job Description

Love Helping People? Be the Voice That Connects Clients to Exceptional Care.

We are seeking a dedicated and compassionate Call Center Customer Service Representative (CSR) to join our veterinary team!

In this fast-paced role, you’ll be the first point of contact for clients—helping guide them through scheduling, questions, and concerns while ensuring every interaction is handled with professionalism, empathy, and care. If you thrive in a high-volume communication environment and enjoy making a real difference through service, this role is for you.

As a Call Center CSR, you’ll play a vital role in keeping communication flowing smoothly between clients and our veterinary team.

Key responsibilities include:

• Answering inbound calls promptly, professionally, and courteously
• Scheduling, confirming, and updating appointments using practice management software
• Managing high volumes of phone, email, and online communications
• Providing general information about services, policies, hours, and basic pet care guidance (non-medical advice)
• Following up with clients regarding appointments, reminders, and discharges
• Maintaining accurate and up-to-date medical records
• De-escalating client concerns with empathy and professionalism
• Handling incoming/outgoing mail and responding to emails
• Supporting a positive, team-oriented work environment
• Performing additional duties as needed

• Strong customer service and communication skills (written and verbal)
• Ability to multitask in a high-volume, fast-paced environment
• Excellent attention to detail and time management skills
• Strong problem-solving abilities and a calm, professional demeanor
• Ability to build rapport and maintain positive client relationships
• Reliability, punctuality, and a strong work ethic
• Comfort working collaboratively as part of a team
• Passion for animal care
• Ability to Maintain a professional presence, including communication, appearance, and conduct

This role requires the ability to manage multiple communication channels while maintaining accuracy, professionalism, and compassion under pressure.

This position involves regular sitting, standing, walking, talking, and listening. Close vision, color vision, and focus adjustment are required. Reasonable accommodations may be made for individuals with disabilities.

We offer a comprehensive benefits package, including:

• 401(k) with company matching
• Medical, dental, and vision insurance
• Mental health benefits
• Paid time off & holiday pay
• Life and disability insurance
• Employee discounts
• On-the-job training
• Access to an online education portal
• Staff events
• Shift differentials of up to $3.50 more per hour

This is more than a call center role—you’ll be a key connection point in a system that helps pets receive timely, compassionate care. Every call you take helps a client feel supported and ensures pets get the attention they need.