Job Description

Who we are

Lancaster Small Animal Hospital is Hiring a Customer Care Specialist!

Position Details

Role: Customer Care Specialist Status: Part-time Salary: $16.00–$20.00 per hour, based on experience Schedule: Rotating Saturdays; flexible scheduling with real lunch breaks

Looking for a Client Service Role Where You Can Make a Difference Every Day?

At Lancaster Small Animal Hospital, we’re a three-doctor, AAHA-accredited small animal hospital located in Lancaster, NY. We are committed to providing exceptional patient care, outstanding client service, and a supportive workplace culture where team members genuinely enjoy working together.

We’re looking for a Customer Care Specialist who is passionate about client service, teamwork, and creating positive experiences for pets and their people. If you're looking for a supportive environment where questions are welcomed, growth is encouraged, and teamwork is valued, we'd love to meet you.

Why Our Customer Care Specialists Love Lancaster Small Animal Hospital

• Supportive team culture where everyone helps one another
• Real lunch breaks built into the workday
• Rotating Saturdays so you still have weekends to enjoy
• Flexibility when life happens
• Opportunities for professional growth and continued learning
• A collaborative environment focused on exceptional patient and client care
• AAHA-accredited hospital committed to high standards of medicine

What You’ll Do

• Greet clients and patients with warmth and professionalism
• Answer phones, route calls appropriately, and respond to voicemails promptly
• Schedule appointments and manage a multi-doctor calendar efficiently
• Check patients in and out while ensuring accurate client and patient information
• Collect payments and process invoices accurately
• Maintain a clean, organized front desk and welcoming lobby environment
• Manage medical record requests, reminders, and administrative tasks
• Handle client concerns with empathy and professionalism, escalating when appropriate
• Make outbound calls, texts, and emails to confirm appointments and follow up on patient care
• Reactivate overdue patients and help fill scheduling gaps
• Support daily hospital operations through teamwork and communication

What Our Customer Care Specialists Bring

• Previous customer service or veterinary reception experience preferred
• Strong communication and interpersonal skills
• Compassionate and professional approach to client interactions
• Excellent organizational and multitasking abilities
• Strong attention to detail
• Ability to remain calm and positive in a fast-paced environment
• Team-oriented mindset with a willingness to help wherever needed
• Commitment to delivering exceptional client service

The Extras You’ll Actually Feel

• A team that truly enjoys working together
• Leadership that supports your success and growth
• Opportunities to build lasting relationships with clients and patients
• A positive workplace culture where your contributions matter
• Flexibility and understanding when life happens outside of work

Benefits You Can’t Beat

Financial Benefits

• A flexible approach to compensation that will reflect your skillset and future performance
• 401(k) matching & Roth Retirement Savings Plan
• Flexible Spending Account (full-time only)
• 529 Savings Plan
• Tuition Support Program (full-time only)
• Referral bonus program

Wellness Benefits

• Health Insurance, including medical, dental, and vision (full-time only)
• Supplemental insurance, including accident, critical illness, hospital, short and long-term disability, legal plan, and employee, spouse, and child-dependent life insurance (full-time only)
• Up to three weeks of full pay for the birth or adoption of a child (full-time employees only; available after one year of service). In states with paid family leave programs, this benefit does not apply.
• Sick Time / Paid Time Off
• Free/discounted lab work for all employee pets
• Pet discounts on services and products
• Pet food discount program

Workplace Benefits

• Quarterly Team Rewards Bonus Program
• Professional development opportunities
• Continuing education allowance
• Uniform allowance

Lifestyle Benefits

• Six paid holidays (full-time only)
• Employee Assistance Program
• Employee discount program

Join Our Team!

Join us in making a difference for pets and the people who love them. Apply today and become part of a team that values compassion, collaboration, and exceptional client service!

Diversity, equity, inclusion, and belonging are core values at Lancaster Small Animal Hospital and Vetcor. We’re committed to building an inclusive, equitable workplace where every team member feels safe being their authentic self, truly belongs, and is empowered to reach their full potential.