Veterinary Customer Service Representative

Lakefield Veterinary Group•Missouri City, TX

About The Position

The Customer Service Representative (CSR) recruits new clients and promotes hospital services. The role schedules client visits and coordinates the flow of clients and pets through the hospital to support the veterinary medical team’s productivity. The CSR communicates with clients and coordinates pet care to encourage client retention and referrals. The position welcomes clients and pets, assists with appointments and follow-up exams, records pet histories and requested services in practice management software, and responds to client questions and complaints. It also includes dispensing prescription items as directed by a veterinarian, selling retail products, handling payments, and reconciling the cash drawer. The CSR supports collaborative, compassionate care and complies with practice policies and standards. The role requires frequent computer use and periods of walking or standing, as well as bending, reaching, grasping, and repetitive motions. Exposure may include disinfectants and sanitation chemicals, pet dander and excretions, and low to moderate noise. The team member must be able to lift up to 30 pounds unassisted and 50 pounds with assistance, and work flexible hours including evenings and weekends.

Requirements

High School Diploma or GED.
At least 1 year of experience in retail sales or customer service preferred.
At least 2 years of experience in a veterinary facility desired.
Ability to provide effective customer service.
Basic knowledge of medical terminology.
Basic proficiency with computer programs, including Microsoft Office Suite.
Basic written, verbal, and active listening communication skills.
Strong customer relations and interpersonal skills.
Tact and diplomacy when handling sensitive issues and situations.
Ability to prioritize work and handle multiple tasks amid frequent interruptions.
Strong organizational and time management skills.
Ability to respond to requests quickly and proactively.
Strong attention to detail and accuracy.
Ability to work flexible hours, including evenings and weekends.
Ability to lift up to 30 pounds unassisted and 50 pounds with assistance.

Nice To Haves

Previous veterinary customer service or veterinary office experience preferred.
At least 1 year of experience in retail sales or customer service preferred.
At least 2 years of experience in a veterinary facility desired.

Responsibilities

Foster a culture built on the values of Respect, Learning, Do the Right Thing, WOW Service, and Fun.
Maintain knowledge of hospital services and promote services and products to existing and prospective customers.
Welcome clients and pets, help them feel comfortable, and educate clients about preventative care and pet health needs.
Assist incoming clients and enter pet histories, requested services, and other pertinent information in practice management software.
Direct the flow of clients and pets to support client care and veterinary medical team productivity.
Answer basic questions by phone and in person, initially assess patient service needs, and refer patients to appropriate veterinary staff as needed.
Schedule client appointments and follow-up exams, coordinating with veterinarians and veterinary staff for optimal scheduling.
Assist outgoing clients by providing necessary instructions, information, and invoices.
Dispense prescription items according to veterinarian instructions and sell retail products.
Accept payments for products and services and perform daily cash drawer reconciliation.
Respond professionally and courteously to customer complaints and take appropriate action to resolve problems.
Support collaboration and teamwork in the delivery of quality, compassionate, effective, and efficient pet health care.
Comply with practice policies, quality assurance guidelines, and minimum standards of care.
Perform other duties and projects as requested.