Customer Service Representative

POSITION SUMMARY:

 The Customer Service Representative (CSR) at North Shore Veterinary Hospital actively recruits new clients
and promotes hospital services. Schedules client visits and drives the flow of clients and pets
through the hospital to aid the productivity of the veterinary medical team. Ensures good
communication with the clients, and coordinates the care of the pets, influencing clients to return
and refer their friends and families.

WHAT YOU’LL DO (Essential Functions):

• Foster a culture built on our values: Respect, Learning, Do the Right Thing, WOW Service,
and Fun
• Maintain knowledge of the services the hospital provides and utilizes the information to
promote the hospital’s services and products to existing and prospective customers
• Welcome clients and pets, ensuring that they are comfortable in the hospital, and
educating the clients about preventative care and pet health needs
• Assist incoming clients. Document and enter the pet’s history, requested services, and
other pertinent information within the practice management software
• Direct the flow of clients and pets to ensure superior client care and maximum productivity
of the veterinary medical team
• Answer basic questions from clients on the phone and in person, act as an initial triage to
determine patient’s service needs. Refer the patient to the appropriate veterinary staff as
needed
• Schedule client appointments and follow-up exams. Work with Veterinarian(s) and
veterinary staff as needed to ensure optimal scheduling
• Assist outgoing clients by providing all necessary instructions, information, and invoices
• Dispense prescription items per the Veterinarian's instructions and sells retail products
• Responsible for cash management including accepting payments for products and
services provided. Perform daily reconciliation of the cash drawer
• Respond to customer complaints in a professional, courteous manner and act satisfactorily
to resolve the problem
• Support a practice environment that promotes collaboration and teamwork to ensure the
delivery of quality, compassionate, effective, and efficient health care to pets
• Comply with all practice policies, quality assurance guidelines, and minimum standards of
care
• Perform other duties and projects as requested

WHAT WE’RE LOOKING FOR (Essential Qualifications):

Education:
• High School Diploma or GED required
Professional Licenses/Certifications: None
Experience:
• 1+ years experience in retail sales or customer service preferred
• Experience in a medical facility desired
Knowledge, Skills and Ability:
• 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

PHYSICAL DEMANDS:

While performing the duties of this job, the team member is regularly required to talk and hear.
The team member must frequently use a computer for long periods of time. Specific vision
abilities are required to do this job including close vision. This position requires walking and/or
standing for long periods of time, bending, reaching, grasping, and repetitive motions. May be
exposed to disinfectant/sanitation chemicals, pets dander, and excretions. This position is
exposed to low to moderate noise levels. Must be able to lift up to 30 lbs. unassisted, 50 lbs. with
assistance. Must be able to work flexible hours including evenings and weekends.

ABOUT North Shore Veterinary Hospital 

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.

Summary

The Customer Service Representative (CSR) at North Shore Veterinary Hospital is key in recruiting new clients and promoting hospital services. This role involves scheduling client visits, managing the flow of clients and pets through the hospital, ensuring effective communication, and coordinating care to foster client loyalty and referrals.

Responsibilities

• Foster a culture based on values: Respect, Learning, Do the Right Thing, WOW Service, and Fun.


• Promote the hospital's services and products to existing and prospective customers.


• Welcome clients and pets, educate clients about preventative care and pet health needs.


• Document and enter pet history and requested services in the practice management software.


• Direct the flow of clients and pets to ensure optimal client care and productivity.


• Answer and triage client inquiries over the phone and in person, referring to appropriate veterinary staff.


• Schedule client appointments and follow-up exams in coordination with veterinary staff.


• Assist outgoing clients by providing instructions, information, and invoices.


• Dispense prescription items and sell retail products as instructed by Veterinarian.


• Manage cash transactions, including daily reconciliation of the cash drawer.


• Resolve customer complaints professionally and courteously.


• Promote a collaborative practice environment to ensure the delivery of quality pet care.


• Comply with practice policies, quality assurance guidelines, and standards of care.


• Perform other duties and projects as requested.

Required Skills

• High School Diploma or GED required.


• 1+ years experience in retail sales or customer service preferred; experience in a medical facility desired.


• Ability to provide effective customer service principles.


• Basic knowledge of medical terminology.


• Proficient with computer programs, including Microsoft Office Suite.


• Strong written, verbal, and active listening communication skills.


• Excellent customer relations and interpersonal skills.


• Ability to handle sensitive issues with tact and diplomacy.


• Strong organizational and time management skills, capable of multitasking.


• Attentive to detail with a high level of accuracy.


• Flexible to work evenings and weekends, lift up to 30 lbs. unassisted, and work in moderate noise levels.