Veterinary Client Service Representative

We are seeking an experienced, compassionate, dependable veterinary client service representative to join our team in a full-time position to support our veterinarians in delivering exceptional care to our patients. The ideal candidate should be passionate about helping animals and humans alike, have a great attitude, an outgoing personality, a high level of computer proficiency and exceptional telephone communication ability. This role is essential in providing exceptional service to our clients while addressing their inquiries and concerns related to pet care in a professional, welcoming, and warm demeanor. The ideal candidate will possess a strong understanding of animal anatomy and terminology, ensuring they can assist customers effectively and empathetically. Most importantly, applicants must be team players who enjoy working as part of a team in a high energy, fast-paced environment.

TASKS INCLUDE:

• Coordinate the flow of pets and owners in the lobby by greeting them and making them feel welcome.
• Checking clients in, preparing new electronic medical files, and maintaining accurate patient records.
• Ability to answer and manage a three-line phone system
• Navigating large volumes of phone calls, emails, and in-person interactions simultaneously.
• Scheduling appointments/procedures in-person, over the phone, and via email.
• Respond promptly to customer inquiries via phone, text messages, email, or in-person, providing clear and accurate information regarding information, services, and sometimes sensitive/emotional subjects.
• Identify potential emergencies in person, and over the phone, and schedule those appointments appropriately.
• Be able to accurately review patient charts and notes to appropriately schedule appointments and surgical procedures.
• Accurately relay messages between clients, doctors, and technicians.
• Responds to inquiries about the range of services the practice provides.
• Perform cashiering duties; invoice clients, taking various types of payments (cash, credit, check), process refunds, returns, and credits as needed, preparing evening deposit.
• Become familiar with retail products, medications, vaccinations, routine testing, and heartworm and flea / tick preventatives and be able to confidently discuss with clients.
• Maintain detailed records of customer interactions and transactions in our database.
• Collaborate with veterinary staff to relay important information regarding pet health and care.
• Handle customer complaints with professionalism and provide effective solutions to ensure satisfaction.
• Ensuring that the reception area of the hospital is clean and presentable at all times, cleaning up any small “messes”, and maintaining a clean personal work area.
• Be able to spend extended periods of time at a keyboard or workstation.
• General hospital care and maintenance including cleaning.
• Desire and motivation to learn and be taught.

EXPERIENCE

• Previous experience in a customer service role is preferred; experience in a veterinary or pet care environment is a plus.
• Knowledge of animal anatomy, veterinary terminology, and veterinary products (vaccines, preventatives, medications) is highly desirable.
• Strong communication skills with an emphasis on empathy and active listening are essential for success in this role.
• A passion for animals and a commitment to providing high-quality service are crucial attributes for candidates.

WHAT WE OFFER:
Our hospital is open Monday – Friday from 8:00am – 6:00pm and closed on Saturdays and Sundays. We recognize that in addition to a great work environment, a healthy work-life balance is critical to our employees, so in addition to what is listed below we also offer a PAID 1-hour lunch break every day.

• Competitive salary
• Paid sick time
• Health benefits for full-time employees
• Vacation time for full-time employees
• Generous employee pet discounts
• Simple IRA matching
• An enthusiastic, friendly, and well-trained staff.
• A Management team that has a passionate commitment to your happiness and well-being.
• A culture comprised of creativity, fairness, and equality.
• A position where you can combine your love of animals with your exceptional client service skills.
• A place where your ideas are embraced and cultivated.

Personality traits are equally as important here at Westbrook Veterinary Hospital. Our staff is knowledgeable, welcoming, and we all help out whenever and wherever needed, whether that means answering the phone, assisting with a treatment, or doing laundry. Punctuality is key for this role - it is our belief that if we start on time, our day is on its way to being a success. We want to work alongside trustworthy and supportive folks. “Building others up” should always be your goal. You should be rational, poised, and confident, while keeping one’s ego in-check. We want to create mutually respectful relationships between our colleagues and our clients. This will at times require fair amounts of emotional and physical energy. You should be prepared to tackle any challenge, while knowing the support you need is there to help you succeed in this role. We are looking for organized, self-motivated, and committed people to be the kind and welcoming faces of our facility. You should able to address sensitive cases professionally, multi-task seamlessly, and problem-solve efficiently. Being wise enough to know when to ask for help is a respectable trait for everyone on our team, as well as owning your mistakes. At the end of the day we are understanding and compassionate humans are looking to add members to our team who are well-rounded, like to go the extra mile, and recognize the importance of the human animal bond.

Our hospital is located in beautiful Pelham, just over the Amherst line, and situated on Route 9 (Belchertown Road), close to UMass, and on the bus route.

Job Type: Full-time
Salary: $18.00 – $20.00 per hour

Benefits:

• Employee discount
• Health insurance
• Paid time off
• Simple IRA matching
• Professional development assistance

Schedule:

• 10-hour shift
• 4×10
• Monday to Friday

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Expected hours: 40 per week

Benefits:

• Employee discount
• Health insurance
• Paid time off
• Professional development assistance
• Retirement plan

Schedule:

• 10 hour shift
• Monday to Friday
• No weekends

Ability to Relocate:

• Pelham, MA 01002: Relocate before starting work (Required)

Work Location: In person

Salary : $18 - $20