Customer Service Representative

RiseMe; Rockford (IL); On-site; USD 23,000 - 28,000; Part time

Job summary

Rockford Road Animal Hospital, part of Lakefield Veterinary Group, seeks a Customer Service Representative to support pets and clients. The role focuses on welcoming clients, detailing services, and guiding care within a collaborative clinic.

Ideal candidates have a passion for animals, previous veterinary reception experience, and strong communication. Benefits are offered, with no Sundays, holidays, or overnight shifts, and competitive wages.

Qualifications

• High School Diploma or GED required.
• 1+ years experience in retail sales or customer service preferred.
• Experience in a medical facility desired.
• Basic knowledge of medical terminology.
• Proficient with Microsoft Office Suite.

Responsibilities

• Promote hospital services and recruit new clients.
• Schedule client visits and manage flow of clients and pets.
• Communicate with clients and coordinate pet care.
• Enter pet history in the practice management software.
• Answer questions by phone/in person and triage needs.
• Schedule appointments and follow-up exams.
• Provide instructions and invoices to clients.
• Dispense prescription items per veterinarian instructions and sell retail.
• Manage cash and reconcile daily totals.
• Respond to complaints professionally and resolve issues.
• Support teamwork to deliver quality care.
• Comply with policies and standards.

Skills

Customer service

Communication

Microsoft Office

Time management

Attention to detail

Education

High School Diploma or GED

Tools

Microsoft Office Suite

Job description

Rockford Road Animal Hospital is looking to add a part-time customer service representative to our team!

Are you a passionate individual looking to further your veterinary knowledge and support pets in your community? We are looking for an eager, dedicated customer service representative to join our team! We are a seven doctor general practice that is focused on growth and learning. We offer great benefits, competitive wages, and no Sundays, holidays, or overnight shifts. We are AAHA certified and pride ourselves in working on low stress and fear free techniques for our patients!

Our ideal candidate is driven, passionate, punctual, has an immense love for animals and the human-animal bond, and is eager to learn. Prior veterinary reception experience is preferred.

If you are interested in joining a team of compassionate, dedicated individuals, reach out to us today! We're super excited to have you join us!

POSITION SUMMARY:

The Customer Service Representative (CSR) 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 Lakefield

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

• 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.

Compensation Range: $17 — $20 USD