Customer Service Representative

Job Description

Job Description

Benefits:

• 401(k)
• Dental insurance
• Employee discounts
• Health insurance
• Paid time off
• Training & development
• Vision insurance
• Wellness resources
• Parental leave

SCHEDULE: PT/FT (40hrs/week) May include weekdays, evenings, weekends, holidays, or on-call shifts depending on business needs.

POSITION SUMMARY
At Animal Care Services, we believe exceptional pet care begins with an exceptional team. The Customer Service Representative is the first and last point of contact for clients and plays a key role in creating a welcoming, organized, and compassionate experience for pet owners and their animals. This position supports daily hospital operations by managing client communication, appointment scheduling, patient records, payment processing, and front-desk coordination while working closely with veterinarians, technicians, assistants, and management.

ESSENTIAL RESPONSIBILITIES
· Greeting clients and patients warmly upon arrival and provide professional, compassionate service throughout each visit.
· Answer incoming phone calls, emails, and other client communications promptly and route inquiries appropriately.
· Schedule appointments, surgeries, drop-offs, rechecks, and follow-up visits while helping maintain efficient hospital flow.
· Check clients and patients in and out, confirm client and pet information, and prepare required forms or records before appointments.
· Maintain accurate client and patient records, including demographics, medical history updates, vaccination status, and visit notes as directed.
· Process invoices, collect payments, issue receipts, review payment policies, and reconcile transactions as required.
· Communicate routine hospital policies, services, preventive care recommendations, and basic pet care information within established protocols.
· Recognize urgent situations, gather relevant information, and notify the appropriate medical team member when a pet may need immediate attention following established protocols
· Support client education by explaining estimates, reiterating discharge instructions, medication pickup processes, and follow-up care as directed by veterinary staff.
· Maintain a clean, organized, and stocked reception area, lobby, and front-office workspaces.
· Assist with client correspondence, reminder calls, record requests, referral communications, and follow-up calls.
· Work collaboratively with hospital team members to support a respectful, efficient, and client-focused environment.
QUALIFICATIONS
· High school diploma or equivalent.
· Experience working in a veterinary clinic, animal hospital, boarding facility, shelter, grooming salon, or other animal-care environment.
· Familiarity with veterinary terminology, preventive care, vaccines, common medications, and routine procedures.
· Basic computer skills, including email, data entry, and the ability to learn veterinary practice management software.
· Excellent verbal and written communication skills.
· Strong organizational skills and the ability to multitask in a fast-paced setting.
· Ability to remain calm, professional, and empathetic during stressful or emotional client situations.
· Reliable attendance, punctuality, and a team-oriented attitude.
· Cash handling, payment processing, and invoicing experience.
· Bilingual communication skills are a plus, depending on client needs.
· Fear Free Certificate (preferred)
· Customer Service Certificate (preferred)
PHYSICAL REQUIREMENTS
· Work requires the ability to sit at a desk for extended periods, type using a keyboard, push, pull, squat, bend, and twist throughout the day within normal office functions.
· May be exposed to unpleasant odors, dander, and noises associated with working in a veterinary environment.
EQUAL OPPORTUNITY STATEMENT
We are an equal opportunity employer and value a respectful, inclusive workplace. Employment decisions are based on qualifications, experience, business needs, and the ability to perform the essential functions of the role.