Customer Service Representative

Customer Service RepresentativeBoston West Veterinary Emergency & Specialty in Natick, MA is hiring a Customer Service Representative to support our emergency and specialty teams. If you're looking to build a long-term career in veterinary client service, you'll find a collaborative team, hands-on training, and opportunities to continue growing your skills.Compensation: $20–$22/hour, based on knowledge and experienceFull-Time Benefits:CSR Certificate Program!Continuing Education & Uniform Allowance + Free VetBloom access (RACE-approved CE)Veterinary Technician Education Sponsorships + VTNE reimbursement + VTS Support16-Week VTNE Study GroupProfessional Development AssistancePTO + Employee Pet DiscountAccess exclusive financial benefits to help you save on student loans, mortgages, and personal loansNVA Pet Resort Discount + Pet Insurance DiscountMedical, Dental, Vision + HSA/FSA OptionsInsurance Options: Life and AD&D + Short & Long-Term Disability + Critical Illness + Accident + Hospital Indemnity401(k) with employer matchEmployee Assistance ProgramReferral Bonuses + Potential for a bi-annual bonus tied to hospital performanceSchedule:Full-Time: Four 10-hour shifts per week including one weekend shiftDaysResponsibilities:Welcome clients and patients, creating a positive and supportive first impression.Provide compassionate customer service to pet owners navigating emergency and specialty veterinary care.Answer incoming calls, respond to client questions, and communicate with referring veterinarians.Schedule and coordinate appointments across multiple specialty departments.Manage appointment reminders, follow-up communications, and client correspondence by phone and email.Accurately maintain patient records, client information, and hospital files.Collaborate with veterinary technicians, doctors, and specialty teams to support an organized client experience.Prioritize multiple tasks while remaining calm, professional, and attentive in a fast-paced animal hospital.Qualifications:Previous customer service, receptionist, or client-facing experience.Veterinary receptionist, animal hospital, or medical reception experience is helpful.Strong communication, organization, and multitasking skills.Ability to provide compassionate service during stressful or emotional situations.Comfortable using computers, maintaining accurate records, and communicating by phone and email.A collaborative, adaptable approach and interest in building a long-term career in veterinary client service.Fluent English speaking and reading skills required.About the Hospital:Boston West Veterinary Emergency & Specialty brings together Expert Care and Local Heart, combining advanced veterinary medicine with meaningful connections to patients, clients, and team members. Our 10,000 sq. ft. specialty facility features CT, ultrasound, and advanced diagnostics. Our Emergency and Specialty teams work closely with one another and referring veterinarians to deliver thoughtful, coordinated care. At Boston West, we value collaboration, professional growth, and making sure every team member has a voice. Our client service team plays an important role in helping pet owners feel informed and supported, particularly during difficult moments.Surrounding Areas:Framingham, MA & Wellesley, MANewton, MA & Needham, MAWestborough, MA & Marlborough, MAHopkinton, MA & Sudbury, MAWayland, MA & Ashland, MAMedfield, MA & Dedham, MAWorcester, MAMany team members commute from across MetroWest Boston and Worcester County, making Natick an accessible location for technicians throughout the region. Considering Relocating? Great talent can come from anywhere, and we welcome candidates who are considering a move. Whether you're relocating from another city, another state, or across the country, our Talent Acquisition team is here to support you throughout the hiring process and answer questions about the role, the hospital, and the surrounding community.About Ethos Veterinary Health:Ethos Veterinary Health, part of the NVA Group, is where you come to practice world-class medicine, and help shape what veterinary care becomes next.Across our network of 140 specialty and emergency hospitals, science moves forward, standards are elevated, and innovation is put into practice every day. You'll work alongside respected veterinary leaders in academic-caliber hospitals designed for learning, teaching, and discovery.Here, mentorship is a two-way street. You'll share your expertise, learn from others, and continue to grow, clinically, professionally, and personally.At Ethos, you inspire hope, deliver exceptional care, and pursue veterinary medicine at its highest level, together.Join Us:At Ethos, this isn't just a job, it's an opportunity to practice medicine at the highest level and help shape the future of veterinary care.Equal Opportunity Employer:Ethos is an Equal Opportunity Employer. Ethos does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided based on qualifications, competence, merit, and business need.