Veterinary Customer Service Representative

Job Description

Job Description

The Mission: Be the Voice for Those Who Have None

At our clinics, we believe that the journey to healing begins the moment a pet owner picks up the phone. We aren't just booking appointments; we are providing a lifeline. As a Veterinary Customer Service Representative, you are the primary liaison between our clients and our clinical team.

In this role, you provide a unique blend of customer service, over the phone medical triage, and emotional support in a call center environment. Whether it's a routine check-up or a pet owner's most stressful moment of crisis, you are the calm, professional voice that ensures every patient gets the care they deserve.

 

How You'll Make an Impact

Your day-to-day work is essential to the health of our patients and the flow of our clinics. You will:

• Educate pet owners on essential hospital policies, surgical preparations (like fasting requirements), and the vital importance of preventative care.
• Manage complex calendars for multiple veterinarians across two clinics using Covetrus Pulse, balancing wellness, urgent care, and surgical procedures.
• Act as the vital link for prescription refills and record management, ensuring the medical team and the pet owner stay perfectly in sync.
• Navigate high-stakes conversations, including discussions regarding euthanasia or financial hardship with unwavering empathy and professionalism.

 

What You Bring to the Team

We are looking for a resilient professional who thrives in a fast-paced, high-volume environment.

• Experience: 1–2 years in a veterinary clinic, veterinary front office, or high-volume call center. Front desk experience in the animal-related field is a plus.
• Communication Skills: Exceptional verbal and written ability. You can explain complex medical instructions simply and kindly.
• Tech Savvy: Familiarity with Covetrus Pulse, RingCentral, or Otto is highly preferred.
• Emotional Intelligence: The ability to remain composed and empathetic when speaking with distressed or grieving pet owners.
• Education: High School Diploma or equivalent. (CVT or Vet Assistant background is a bonus!)

 

Work Environment

• Fast-Paced: Ability to handle back-to-back calls during peak morning and evening hours.
• Purpose-Driven: While there is an emotional toll in dealing with medical crises, the impact you have on the lives of pets and their families is profound.

Benefits:

• Medical, Dental, and Vision insurance
• Short-term disability
• Long-term disability (100% employer paid)
• Retirement Savings Plan
• Employee Assistance Program
• Paid time off (vacation, sick, holiday pay)

Employee Discounts (after 90 days):

• 40% off veterinary services
• 15% off prescription diets
• $50 off adoptions at HSMO
• 10% off gift shop items
• Purina for Professionals

Ready to Join Our Mission?

If you are a compassionate communicator looking to utilize your medical knowledge in a professional call center environment, we want to hear from you.