Customer Service Representative

Lakefield Veterinary Group•Tucson, AZ

About The Position

The Veterinary Urgent Care Customer Service Representative serves as the first point of contact for clients seeking urgent medical care for their pets. This role requires excellent communication skills, compassion, and the ability to work efficiently in a fast-paced, emotionally charged environment. The representative is responsible for managing client interactions, coordinating patient intake, and supporting the veterinary team to ensure timely and effective care. We believe exceptional veterinary care starts with exceptional people. We partner with hospitals across the country to preserve what makes each practice special - its people, culture, and connection to community - while providing the operational support and resources that allow teams to thrive. As we grow, we are committed to creating an environment where team members feel respected, supported, and empowered to deliver outstanding care. Our Values Our culture is built on five core values that guide how we work and serve: Respect Learning Do the Right Thing Wow Service Fun If these resonate with you, you’ll fit right in. Equal Employment Opportunity Lakefield Veterinary Group is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all team members and applicants.

Requirements

A natural people-person with a passion for helping others
Someone who stays calm, organized, and positive under pressure
Strong communicator who can show empathy in difficult situations
Customer service experience (veterinary or medical is a bonus!)
Flexible availability, including evenings and weekends, training schedule is Tuesday-Wednesday, then once training is complete the schedule will be Saturday-Monday.
High School Diploma or GED required
1+ years experience in retail sales or customer service preferred
Ability to provide effective customer service principles
Basic knowledge of medical terminology
Basic proficiency with a variety of computer programs including Microsoft Office Suite
Basic written, verbal, and active listening communication skills
Strong customer relations and interpersonal skills
Exercises tact and diplomacy in dealing with sensitive issues and situations
Prioritize work and handle a variety of tasks simultaneously, with frequent interruptions
Strong organizational and time management skills
Effectively and quickly responds to requests in a proactive manner
Strong attention to detail and high level of accuracy

Nice To Haves

Experience in a medical facility desired

Responsibilities

Greet clients and patients promptly with professionalism and empathy
Answer incoming phone calls, triage basic inquiries, and provide accurate information about services and wait times
Manage urgent care appointments and walk-in cases
Obtain and enter accurate client and patient information into the system
Communicate clearly with veterinary technicians and doctors regarding patient status and client concerns
Process payments, invoices, and financial transactions
Maintain a clean, organized, and welcoming front desk and lobby area
Handle emotionally sensitive situations with compassion and discretion
Educate clients on clinic policies, procedures, and aftercare instructions
Assist with ensuring completion of medical records and communication about test results