Customer Service Representative

AmeriVet•Portsmouth, NH

51d•$18 - $20

About The Position

At Lafayette Animal Hospital , we believe every pet deserves compassionate, high-quality care — and every client deserves to feel supported by a friendly, knowledgeable team. We’re a busy, small-animal practice the heart of Portsmouth, NH, with a dedicated staff that values teamwork, positivity, and a great sense of humor. We operate as a hybrid hospital, meaning we take care of not only our appointment-based cases, but also urgent and emergency care cases so we are looking for someone who can stay on their toes who likes to keep busy! Job Summary: As our clients' first and last point of contact, the Client Service Representative (CSR) is vital in consistently delivering an exceptional client experience. To provide an exceptional experience, a CSR manages appointments, answers calls, processes patient information, and ensures seamless communication between clients and our medical team. Through our tech systems, you’ll help streamline processes, enhance client access to care, and create a welcoming environment for pets and their owners.

Requirements

High school diploma or equivalent work experience required
Rotating Saturday shifts are mandatory
Must be able to work in a fast-paced, dynamic environment.
Occasional lifting up to 40 pounds independently and physical tasks may be required

Nice To Haves

Experience with Veterinary Electronic Medical Records (Avimark, Cornerstone, etc.)
One year of customer service representative experience
Knowledge of veterinary medical terminology and procedures

Responsibilities

Answer calls and emails promptly with professional, friendly service
Schedule appointments based on client needs and veterinarian availability, including forward booking
Use technology to send appointment reminders, confirmations, and follow-up messages to keep clients informed and their pets' care on track
Make outbound calls to re-engage lapsed clients and encourage them to schedule appointments
Greet clients warmly and ensure a positive experience throughout their visit
Use active listening to gather important medical information and triage inquiries, directing more complex questions to the medical team
Demonstrate empathy in all interactions, especially when dealing with upset or emotional clients, while maintaining a calm and professional demeanor
Promote current promotions and campaigns, keeping clients informed about special offers, services, and initiatives
Update client and patient records in our practice management system with accuracy and efficiency
Process billing transactions, including credit card payments, digital payments, financing options, and insurance claims
Maintain organized records of client communications and appointments to streamline operations
Provide clients with accurate post-visit instructions, including medication schedules and follow-up care
Help maintain a clean, organized reception area and assist with daily practice operations as needed
Inform clients about the services offered, preventive care options, and how they can conveniently book appointments online or shop for pet products through our online store, VetCove

Benefits

Competitive hourly pay
Health, dental, and vision insurance options
Paid time off and holidays
Staff pet care discounts
Opportunities for growth within a supportive, team-oriented environment
Flexible schedule
4 day work week with rotating Saturday shifts
Tailored development programs, mentorship, and career pathing to help you achieve your unique goals.
Competitive pay, performance bonuses, 401(k) matching, and student loan assistance to foster your financial well-being.
Health, dental, vision, life insurance, and mental health resources to support your overall well-being.
Generous paid time off and holidays, because your personal time matters.
A supportive, collaborative environment where everyone feels a sense of belonging.