Veterinary Customer Service Representative

Lake Olympia Animal Hospital • Missouri City, TX

5d

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 productivity of the veterinary medical team. The CSR communicates with clients, coordinates pet care, and encourages clients to return and refer others.

The CSR welcomes clients and pets, helps them feel comfortable, and provides information about preventative care and pet health needs. The role includes entering patient histories and requested services in practice management software, answering basic questions and initially assessing service needs, scheduling appointments and follow-up exams, and providing clients with instructions and invoices when they leave. The CSR also dispenses prescription items according to veterinarian instructions, sells retail products, handles payments and daily cash-drawer reconciliation, and responds professionally to complaints.

The position supports collaboration and compassionate, effective care for pets while complying with practice policies, quality assurance guidelines, and minimum standards of care. The work requires customer service, communication, organization, multitasking, and attention to detail in a busy veterinary setting. Flexible hours, including evenings and weekends, are required.

Requirements

• High school diploma or GED.
• 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 dealing with sensitive issues and situations.
• Ability to prioritize work and handle multiple tasks with frequent interruptions.
• Strong organizational and time-management skills.
• Ability to respond quickly and proactively to requests.
• Strong attention to detail and accuracy.
• Ability to work flexible hours, including evenings and weekends.
• Ability to talk and hear; use a computer for extended periods; perform close-vision tasks; walk or stand for long periods; bend, reach, grasp, and perform repetitive motions; and lift up to 30 pounds unassisted or 50 pounds with assistance.
• Ability to work with potential exposure to disinfectant and sanitation chemicals, pet dander, and excretions, and in low to moderate noise levels.

Nice To Haves

• Previous veterinary customer service or veterinary office experience preferred.
• At least 1 year of retail sales or customer service experience preferred.
• At least 2 years of experience in a veterinary facility desired.
• Compassionate and empathetic attitude toward pets and their owners.
• Friendly, outgoing, and professional demeanor.
• Strong organizational skills and attention to detail.

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 use it to 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 document and enter pet histories, requested services, and other pertinent information in practice management software.
• Direct the flow of clients and pets to support superior client care and veterinary medical team productivity.
• Answer basic client 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 to support 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 to customer complaints professionally and courteously and take satisfactory action to resolve problems.
• Support a collaborative practice environment to help deliver 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.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED