Customer Service Representative/Veterinary Assistant

Lakefield Veterinary Group; United States; On-site; USD 28,000 - 34,000; Full time

Job summary

Lakefield Veterinary Group is seeking a Customer Service Representative who will welcome clients and their pets, promote hospital services, and coordinate care with the veterinary team. The role may include duties as a Veterinary Assistant, offering hands-on patient care when needed.

You will manage client scheduling, maintain accurate pet histories in our management software, and support the team to ensure efficient hospital operations while upholding our values of respect, learning, and WOW

Qualifications

• 1+ years experience in retail sales or customer service.
• Experience in a medical facility preferred.
• Basic knowledge of medical terminology.
• Proficiency with Microsoft Office.
• Strong communication and interpersonal skills.
• Ability to multi-task and handle interruptions.

Responsibilities

• Welcome clients and pets and educate on preventative care and pet health needs.
• Document pet history and requested services in the practice management software.
• Direct the flow of clients and pets to ensure smooth operations and productivity.
• Answer questions from clients in person and by phone, triage needs.
• Schedule appointments and follow-up exams with veterinarians and staff.
• Dispense prescription items and sell retail products per veterinarians' guidance.
• Handle cash management and daily cash drawer reconciliation.
• Respond professionally to complaints and resolve issues to the client’s satisfaction.

Skills

Customer service

Retail sales

Medical terminology

MS Office

Education

High School Diploma or GED

Job description

Customer Service Representative/Veterinary Assistant

United States

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. We are looking for someone who would also be interested in working as a Veterinary Assistant (VA) some of the time. This would mean being hands-on with the patients and assisting the medical team when necessary.

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 topromote the hospital’s services and products to existing and prospective customers
• Welcome clients and pets, ensuring that they are comfortable in the hospital, andeducating the clients about preventative care and pet health needs
• Assist incoming clients. Document and enter the pet’s history, requested services, andother pertinent information within the practice management software
• Direct the flow of clients and pets to ensure superior client care and maximum productivityof the veterinary medical team
• Answer basic questions from clients on the phone and in person, act as an initial triage todetermine patient’s service needs. Refer the patient to the appropriate veterinary staff asneeded
• Schedule client appointments and follow-up exams. Work with Veterinarian(s) andveterinary 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 andservices provided. Perform daily reconciliation of the cash drawer
• Respond to customer complaints in a professional, courteous manner and act satisfactorilyto resolve the problem
• Support a practice environment that promotes collaboration and teamwork to ensure thedelivery of quality, compassionate, effective, and efficient health care to pets
• Comply with all practice policies, quality assurance guidelines, and minimum standards ofcare
• 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 supportand resourcesthat allow teams to thrive.

As we grow, wearecommitted 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 workand serve:

• Respect
• Learning
• Do theRightThing
• WowService
• Fun

If these resonate with you,you’llfit right in.

Lakefield Veterinary Group is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all team members and applicants.

Compensation Range

$20 - $25 USD