Customer Service Representative

AmeriVet Veterinary Partners; Portsmouth (NH); On-site; USD 22,000 - 28,000; Full time

Benefits offered by this job

Health, dental and vision insurance

Paid time off and holidays

Staff pet care discounts

Growth opportunities within a team

Flexible schedule - rotating Saturdays

Job summary

Lafayette Animal Hospital in Portsmouth, NH seeks a Client Service Representative to be the first and last point of contact for clients. You will manage appointments, handle calls, input patient information, and liaise with the medical team to ensure seamless communication and care.

You’ll use our practice management system, support billing, and help clients access care and online services. This role emphasizes empathy, organization, and a friendly, professional demeanor.

Qualifications

• High school diploma or equivalent required.
• Preferred: Veterinary EMR systems experience (Avimark, Cornerstone).
• Preferred: One year of CSR experience.
• Preferred: Knowledge of veterinary terminology and procedures.

Responsibilities

• Answer calls and emails promptly with friendly service.
• Schedule appointments based on client needs and veterinarian availability.
• Update client and patient records in the practice management system.
• Process billing transactions and support clinic operations.
• Assist with client education about services and promotions.

Skills

Customer service

Communication skills

Empathy

Phone etiquette

Education

High school diploma

Tools

Avimark

Cornerstone

Job description

At Lafayette Animal Hospital, we believe every pet deserves compassionate, high-quality care — and every client deserves to feel supported by a friendly, knowledgeable team. We’re a busy, small-animal practice the heart of Portsmouth, NH, with a dedicated staff that values teamwork, positivity, and a great sense of humor. We operate as a hybrid hospital, meaning we take care of not only our appointment-based cases, but also urgent and emergency care cases so we are looking for someone who can stay on their toes who likes to keep busy!

Job Summary

As our clients' first and last point of contact, the Client Service Representative (CSR) is vital in consistently delivering an exceptional client experience. To provide an exceptional experience, a CSR manages appointments, answers calls, processes patient information, and ensures seamless communication between clients and our medical team. Through our tech systems, you’ll help streamline processes, enhance client access to care, and create a welcoming environment for pets and their owners.

Compensation

16.00 - 20.00+/hour (based on experience)

Key Responsibilities

Client Communication & Scheduling

• Answer calls and emails promptly with professional, friendly service
• Schedule appointments based on client needs and veterinarian availability, including forward booking
• Use technology to send appointment reminders, confirmations, and follow-up messages to keep clients informed and their pets' care on track
• Make outbound calls to re-engage lapsed clients and encourage them to schedule appointments

Client Relations & Service

• Greet clients warmly and ensure a positive experience throughout their visit
• Use active listening to gather important medical information and triage inquiries, directing more complex questions to the medical team
• Demonstrate empathy in all interactions, especially when dealing with upset or emotional clients, while maintaining a calm and professional demeanor
• Promote current promotions and campaigns, keeping clients informed about special offers, services, and initiatives

Managing Patient Information & Technology

• Update client and patient records in our practice management system with accuracy and efficiency
• Process billing transactions, including credit card payments, digital payments, financing options, and insurance claims
• Maintain organized records of client communications and appointments to streamline operations

Support the Medical Team & Practice Operations

• Provide clients with accurate post-visit instructions, including medication schedules and follow-up care
• Help maintain a clean, organized reception area and assist with daily practice operations as needed
• Inform clients about the services offered, preventive care options, and how they can conveniently book appointments online or shop for pet products through our online store, VetCove

What We Offer

• Competitive hourly pay
• Health, dental, and vision insurance options
• Paid time off and holidays
• Staff pet care discounts
• Opportunities for growth within a supportive, team-oriented environment
• Flexible schedule - 5 or 4-day work week with mandatory rotating Saturday shifts

Qualifications

• High school diploma or equivalent work experience required
• Preferred: Experience with Veterinary Electronic Medical Records (Avimark, Cornerstone, etc.)
• Preferred: One year of customer service representative experience
• Preferred: Knowledge of veterinary medical terminology and procedures

Working Conditions

• Must be able to work in a fast-paced, dynamic environment.
• Occasional lifting up to 40 pounds independently and physical tasks may be required