Veterinary Customer Service Representative

Lakefield Veterinary Group; Sugar Land (TX); On-site; USD 21,000 - 30,000; Full time

Job summary

Lakefield Veterinary Group seeks an experienced Veterinary Customer Service Representative in Sugar Land, TX. You will greet clients and their pets, schedule visits, and relay information to the veterinary staff to ensure smooth daily operations.

The ideal candidate combines compassion with professionalism, strong organization, and excellent communication. Prior veterinary office or customer service experience is preferred, and a friendly, proactive approach helps us deliver WOW service.

Qualifications

• 1+ years experience in retail sales or customer service preferred
• 2+ years Experience in a veterinary facility desired
• High School Diploma or GED required
• Professional Licenses/Certifications: None

Responsibilities

• Foster a culture built on our values: Respect, Learning, Do the Right Thing, WOW Service, and Fun
• Promote hospital services and drive client flow through the hospital
• Welcome clients and pets, ensuring they are comfortable and educated about preventative care
• Schedule client appointments and document pet history in the practice management software

Job description

We are seeking an experienced Veterinary Customer Service Representative to join our team. The ideal candidate is compassionate, friendly, and dedicated to providing exceptional customer service to our clients and their pets. The successful candidate will be outgoing, professional, highly organized, and possess excellent attention to detail. They will thrive in a fast-paced environment, communicate effectively with pet owners and veterinary staff, and help ensure a positive experience for every client who walks through our doors.

Qualifications

• Previous veterinary customer service or veterinary office experience preferred
• Outstanding customer service and communication skills
• Compassionate and empathetic attitude toward pets and their owners
• Friendly, outgoing, and professional demeanor
• Strong organizational skills and attention to detail
• Ability to multitask and work efficiently in a busy environment

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)

• High School Diploma or GED required

Professional Licenses/Certifications: None

Experience

• 1+ years experience in retail sales or customer service preferred
• 2+ years Experience in a veterinary 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

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.