Veterinary Customer Service Representative

Freeland Animal Hospital; Indianapolis (IN); On-site; USD 18,000 - 25,000; Full time

Job summary

Lakefield Veterinary Group is seeking a Customer Service Representative to promote hospital services, greet clients and pets, schedule visits, and help manage the flow of clients through the clinic. The CSR will also document pet history, assist with triage, and support cash handling and product sales.

The role emphasizes delivering WOW service with strong communication skills, attention to detail, and the ability to multitask in a fast-paced veterinary environment. NO WEEKENDS!

Qualifications

• High school diploma or GED required.
• 1+ years in retail or customer service helpful.
• Experience in a medical facility is desirable.
• Strong customer service principles and basic medical terminology knowledge.

Responsibilities

• Welcome clients and pets and educate on preventive care and pet health needs.
• Document and enter the pet history, requested services, and other pertinent information in the practice management software.
• Direct the flow of clients and pets to ensure superior care and productivity.
• Answer basic questions from clients by phone and in person and triage service needs.
• Schedule client appointments and follow-up exams with veterinarians as needed.
• Handle cash, process payments, and reconcile the cash drawer daily.
• Support the team to deliver high-quality, compassionate veterinary care.

Skills

Customer service

Medical terminology

Microsoft Office

Written communication

Verbal communication

Interpersonal skills

Time management

Detail orientation

Multitasking

Tact and diplomacy

Education

High School Diploma or GED

Job description

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

Knowledge, Skills and Ability: Basic knowledge of medical terminology

Knowledge, Skills and Ability: Basic proficiency with a variety of computer programs including Microsoft Office Suite

Knowledge, Skills and Ability: Basic written, verbal, and active listening communication skills

Knowledge, Skills and Ability: Strong customer relations and interpersonal skills

Knowledge, Skills and Ability: Exercises tact and diplomacy in dealing with sensitive issues and situations

Knowledge, Skills and Ability: Prioritize work and handle a variety of tasks simultaneously, with frequent interruptions

Knowledge, Skills and Ability: Strong organizational and time management skills

Knowledge, Skills and Ability: Effectively and quickly responds to requests in a proactive manner

Knowledge, Skills and Ability: 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. NO WEEKENDS!

ABOUT LAKEFIELD VETERINARY GROUP

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

• Respect
• Learning
• Do theRightThing
• WowService
• Fun

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.