Client Service Representative

NVA Canada; Penticton; On-site; CAD 24,796 - 33,062; Full time

Job summary

Lindsey Veterinary Hospital in Penticton, Canada, seeks a Customer Service Representative to be the first touchpoint for clients and their pets, ensuring a welcoming, compassionate environment and smooth front-desk operations.

You will greet clients, schedule appointments, enter data into PIMS, handle payments, and liaise with staff while maintaining calm professionalism, including during emotionally challenging moments such as euthanasia support.

Qualifications

• Experience delivering high-quality client service in fast-paced settings.
• Excellent written and verbal communication with clients and team.
• Ability to manage multiple tasks at front desk efficiently.
• Comfort with handling sensitive patient- and client-related conversations.
• Proven data-entry accuracy and record-keeping discipline.
• Ability to stay calm during emergencies and high-stress moments.
• Openness to learning veterinary software (PIMS) and processes.
• Demonstrates empathy and compassionate support for clients.

Responsibilities

• Greet clients and patients warmly in person and by phone.
• Schedule and manage appointment calendar efficiently.
• Check-in/out patients and enter data into practice software.
• Maintain accurate client and patient records in PIMS.
• Answer questions about services, products, and pet care.
• Process payments, issue invoices, and balance receipts.
• Keep reception areas clean and organized.
• Coordinate with veterinary staff and relay client concerns.
• Manage medical record requests and documentation.
• Handle triage for urgent client needs and follow protocols.
• Support clinic promotions and client education initiatives.
• Adhere to Health and Safety policies and procedures.

Skills

Client-focused communication

Professionalism and discretion

Adaptability and problem-solving

Team collaboration

Data entry and record-keeping

Calm under pressure

Emotional resilience with euthanasia

Growth mindset

Education

High school diploma or equivalent

Tools

Microsoft Office

Google Workspace

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 care guidance.
• 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 patient condition.
• Manage medical record requests and ensure accurate documentation.
• Triage client calls and determines 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.

Key Competencies

• Client-focused communication
• Professionalism and discretion
• Adaptability and problem-solving
• Team collaboration
• 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.
• Growth mindset

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