Customer Service Representative/Veterinary Assistant

Medway Animal Hospital is a small-animal veterinary clinic located in Medway, MA. We offer a full range of services including routine and sick patient care, diagnostic testing, surgical procedures, and dental cleanings. Our ideal candidate would have previous veterinary medical experience as well as excellent customer service, who takes pride in their work and is able to take instruction in a high stress environment. We are looking for someone who is passionate about helping animals and their humans.

Job Description:

Are you passionate about animals and providing top-notch customer service? We are looking for a personable and skilled Customer Service Representative who has excellent customer service skills and is willing and interested in cross-training into a veterinary assistant position as well. As a CSR, you will be the primary point of contact at our hospital, you will play a crucial role in ensuring every client interaction—whether over the phone or in person—results in a positive and memorable impression. Your ability to create a welcoming environment and deliver exceptional service will be key to our success. As a veterinary assistant, you will assist both veterinary technicians and Doctors while caring for our patients in a calm empathetic manner.

CSR Responsibilities:

• Understands, communicates, and properly prioritizes scheduled appointments, client education, and lobby triage by vaccine, wellness, parasite, and retail needs to ensure an efficient and productive schedule and daily workflow.

• Operates multiple-line telephone system. Answers incoming calls, places, callers on hold, transfers calls, and pages staff members appropriately. Takes and routes messages for veterinarians and staff members.

• Empathizes with clients and remains compassionate and well-mannered if a client becomes emotional or discourteous. Remains calm and collected in the face of emergency situations. Ultimately, it is the CSR who creates a good first and last impression on our clients.

• Accepts payments, makes change, processes credit payments, and other forms of payment while maintaining an accurate cash drawer.

• Maintains accurate and updated client information and pet records, including obtaining pet medical records from other clinics and providing administrative support (scanning documents, updating records, faxing, emailing, etc.) to keep accurate and reliable client information.

• Complete all tasks as assigned by the supervisor(s).

Veterinary Assistant Responsibilities

• Assisting doctors and technicians with patient care

• Assisting doctors in rooms

• Taking patient histories

• Stocking rooms and treatment area supplies

• Helping with cleaning and end of day tasks

Qualifications & Requirements:

• Professional and friendly phone etiquette

• Available to work weekends

• Ability to properly prioritize and complete tasks simultaneously

• Ability to problem solve and adapt to multiple situations

• HS Diploma or educational equivalent

• Excellent customer service skills

• Computer efficiency

• Very detail-oriented

• Passion for learning

• Preferred: Knowledge of Impromed Veterinary Software

• Preferred: One year of customer service representative experience

• Preferred: One year of veterinary medicine experience

• Preferred: Knowledge of veterinary medical terminology and procedures

• A passion for animal care and client service.

• Help maintain our high standards organization and hospital cleanliness.