Job Description

POSITION SUMMARY:

Linwood Animal Clinic is hiring for a Customer Service Representative (CSR). We are looking for someone that has customer service experience especially in the veterinary field. As a CSR you will schedule client visits and drives the flow of clients and pets through the hospital to aid the productivity of the veterinary medical team. You will ensure good communication with the clients, and coordinate the care of the pets. You will need to have a excellent phone manner and speak clearly so clients are able to understand what is being said. As a team we enjoy laughing with each other while taking excellent care of pets. We are passionate about helping our clients understand what is happening with their pet and educating them when needed.

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
• Schedule patients appropriately for appointments and follow-up exams so the veterinary medical team can be most productive.
• Check in patients as they arrive and keeping them updated when needed so clients feel taken care of.
• 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.
• Monitor all forms of client communication - email, clinic app, voicemails etc.
• Assist outgoing clients by providing all necessary instructions, information, medications 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.

Experience:

• 1+ years experience in retail sales or customer service preferred.
• Experience in the veterinary field 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, hear, stand for periods of time and walk efficiently through the clinic.

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

Our culture is built on five core values that guide how we work and serve:

• 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.