Client Service Representative

National Veterinary Associates; Penticton; On-site; CAD 38,000 - 52,000; Full time

Job summary

Lindsey Veterinary Hospital is seeking a Customer Service Representative to be the first point of contact for clients and their pets. You will ensure a high standard of client care, support the clinical team, and help maintain a calm, compassionate front desk environment in a fast-paced veterinary setting.

Responsibilities include greeting clients, scheduling, check-in/check-out, and maintaining accurate records in the PIMS system.

Qualifications

• High school diploma or equivalent.
• Minimum 1 year of customer service experience.
• Basic proficiency with computers and office software (e.g., Microsoft Office, Google Workspace).
• Ability to learn and navigate veterinary practice management software (PIMS).
• Strong interpersonal and communication skills, both written and verbal.
• Flexible schedule including evenings, weekends, and holidays as needed.

Responsibilities

• Greet clients and patients in a friendly, professional manner, in person and over the phone.
• Schedule appointments and manage the appointment calendar.
• Check-in and check-out patients; enter client and patient information into the practice management system.
• Maintain accurate client/patient records in the PIMS system; document interactions and treatments.
• Handle client inquiries regarding services, products, prescriptions, and basic pet care.

Skills

Interpersonal skills

Communication skills

Computer literacy

PIMS proficiency

Customer service

Flexibility

Education

High school diploma or equivalent

Tools

PIMS software

Job description

The Role at Lindsey Veterinary Hospital:

As a Customer Service Representative (CSR) at Lindsey Veterinary Hospital, you provide the initial connection between our clients and the care we deliver, and you are a foundational member of our veterinary care team. Your role is essential in creating a welcoming, compassionate environment for our clients and their pets.

Position Summary:

The Veterinary Customer Service Representative is the first point of contact for our clients and is responsible for providing a high standard of client care and communication. This role ensures smooth day-to-day operations of the front desk, supports clinical staff, and maintains a caring and professional demeanor in a fast-paced veterinary setting.

Primary Responsibilities:

• Greet clients and patients in a friendly, professional manner, both in-person and over the phone.
• Schedule appointments and manage the appointment calendar efficiently.
• Check-in and check-out patients, accurately entering client and patient information into the practice management software.
• Maintain accurate and up-to-date client and patient records in the PIMS system, ensuring all interactions, treatments, and communications are properly documented.
• Handle client inquiries regarding services, products, prescriptions, and basic pet.
• Process payments, issue invoices, and balance daily receipts.
• Maintain cleanliness and orderliness of the reception area and client-facing spaces.
• Communicate effectively with veterinary staff to relay client concerns or changes in.
• Manage medical record requests and ensure accurate documentation.
• Triage client calls and determine the urgency of patient needs.
• Follow clinic protocols for emergency or high-priority situations.
• Support clinic promotions, loyalty programs, and client education initiatives.
• Follow all Health and Safety Policies and Procedures.
• Professionalism and discretion.
• Adaptability and problem-solving.
• Detail-oriented data entry and record-keeping.
• Able to remain calm in emergency situations.
• Emotional resilience when supporting clients during euthanasia appointments, maintaining a calm, compassionate presence.

Work Conditions:

• Physical demands include lifting animals and equipment (up to 25 KG), standing for extended periods, and performing tasks that require manual dexterity.
• May be exposed to pets of all types, pet dander, and veterinary medications.
• Variable schedule including evenings, weekends, and/or holidays as needed.

Minimum Qualifications:

• High school diploma or equivalent.
• Minimum of 1 year of customer service experience.
• Basic proficiency with computers and office software (e.g., Microsoft Office, Google Workspace).
• Ability to learn and navigate veterinary practice management software (PIMS).
• Strong interpersonal and communication skills, both written and verbal.
• Comfortable working in an environment with animals, including exposure to pet hair, noise, and the emotional nature of veterinary care.
• Able to work a flexible schedule including evenings, weekends, and holidays as needed.
• Must be able to handle sensitive or emotional situations with compassion and professionalism.

At NVA Canada diversity and inclusion are an important part of our everyday reality.

NVA Canada is committed to providing an inclusive and accessible recruitment process. If you require accommodation at any stage of the recruitment process, please let us know and we will work with you to meet your needs.

We are committed to fostering an open and inclusive environment where everyone belongs, our people feel comfortable and confident to be themselves and reach their full potential regardless of age, race, national or ethnic origin, gender identity or expression, marital and family status, religion or other belief, culture, sexual orientation, or disability.