Veterinary Customer Service Representative

Dewittvets; Torrington (CT); On-site; USD 25,000 - 28,000; Full time

Benefits offered by this job

Health, dental, vision, life insurance

401(k) matching

Paid time off

Job summary

North Torrington Veterinary Hospital in Connecticut is seeking a Veterinary Client Service Representative (CSR) to be the first and last contact for clients. You will manage appointments, answer calls, enter patient information, and ensure clear communication between clients and the medical team.

Using our practice management system, you’ll handle scheduling, billing, and help guide clients to available services online or in-store.

Qualifications

• Experience as Veterinary Customer Service Representative
• Excellent communication skills and a strong desire to provide compassionate, client-focused service
• Basic proficiency with technology, scheduling software and online communication platforms

Responsibilities

• 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
• Make outbound calls to re-engage lapsed clients and encourage them to schedule appointments
• Greet clients warmly and ensure a positive experience throughout their visit
• Use active listening to gather medical information and triage inquiries
• Demonstrate empathy in all interactions while maintaining a calm and professional demeanor
• Promote current promotions and campaigns, keeping clients informed about services and initiatives
• 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
• Provide clients with accurate post-visit instructions and follow-up care
• Help maintain a clean, organized reception area and assist with daily operations
• Inform clients about services offered and how to book appointments online or shop for pet products

Skills

Excellent communication

Compassionate service

Tech proficiency

Organizational skills

Tools

Scheduling software

Online communication platforms

Job description

About us

North Torrington Veterinary Hospital is a long-standing general practice hospital with deep ties to the community, nestled in the foothills of Litchfield Hills, a charming New England town. Our goal is to provide compassionate and quality medicine while striving to make an impact in our community and treat our patients/clients like family. We aim to provide our clients with sound, honest choices for their pets and to provide our patients with excellent and compassionate medical care. We strive to give our customers the best personalized service possible and to create a friendly, professional work environment for our awesome staff! We are part of the AmeriVet family and we believe that thriving teams build thriving communities. When you join us, you’re stepping into a career with a mission and purpose – and not just a job. Whether you’re in a hospital or part of our Support Center, your work helps deliver essential high-quality care for the pets and families who count on us. As a veterinary professional with our team, you can expect the freedom to do your best work with the tools and resources to support your career growth. Plus, you’ll have a full network of support—from local team leaders, veterinary experts, and a dedicated Support Center that’s here to help. Your voice matters here. Your work has a purpose, and we’re here to help you grow in a way that feels meaningful for you, your team, and the pets and clients in the community around you.

Job Summary

As our clients' first and last point of contact, the Veterinary 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.

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

Qualifications

• Experience as Veterinary Customer Service Representative
• Excellent communication skills and a strong desire to provide compassionate, client-focused service
• Basic proficiency with technology, including scheduling software and online communication platforms
• Strong organizational skills and the ability to handle multiple tasks efficiently, even during busy periods.

The ideal candidate will be a dependable, detail-oriented team player who loves pets and being part of a fun, supportive team.

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

Hours

27 - 35 hours per week

Requires working alternating Saturdays

Pay

Pay $18 - $20 per hour depending on experience

Benefits & Development

At AmeriVet, we’re committed to your growth, development, well-being, and success. We empower team members with the resources, support, and opportunities needed to thrive in their careers and make a lasting impact in our communities. Here’s what you can expect when you join our team:

• Tailored development programs, mentorship, and career pathing to help you achieve your unique goals.
• Competitive pay, performance bonuses, 401(k) matching, and student loan assistance to foster your financial well-being.
• Health, dental, vision, life insurance, and mental health resources to support your overall well-being.
• Generous paid time off and holidays, because your personal time matters.
• A supportive, collaborative environment where everyone feels a sense of belonging.

Please note: Any Benefits listed above apply to full-time employees.

At AmeriVet, your unique skills and passion are celebrated, and every team member has the tools to thrive. Our people-focused approach is centered on helping you grow in your career while making a meaningful impact on the communities we serve. At AmeriVet we believe thriving teams build thriving communities. You will have the tools, resources and opportunities to grow your career – no matter where you start.