Veterinary Client Service Representative

Trinity Animal Hospital (a Thrive Pet Healthcare Partner) is seeking a full‑time Veterinary Customer Service Representative. Pay Band: $15‑$16 per hour.

The CSR is the client’s first contact when calling or visiting the practice and represents the professional image of the practice to callers and visitors. The receptionist answers telephones, greets clients, prepares patient files, escorts clients and patients to exam rooms, receives and relays client correspondence, and updates client financial records. The exceptional receptionist can diffuse negative client situations and foster client bonding.

Required experience:

6 months of veterinary or animal care experience (volunteer work accepted).

• Health Insurance, Dental Insurance, Vision Insurance
• 401(k)
• Paid Parental Leave
• Paid Parental Leave (when you adopt a new pet)
• Short‑ & Long‑Term Disability
• Scholarships to Penn Foster Veterinary Technology program
• Supplemental Benefits
• Health Savings Accounts
• Flexible Spending Accounts
• Annual Performance Reviews
• Referral Bonuses
• MAP Bonus program for continuous employment: 3 years ($2,500), 5 years ($7,500) and 10 years ($25,000)
• Holiday pay
• Paid Time Off
• CE Paid Time Off
• Employee Assistance Program
• Pet discounts at all hospitals within our ecosystem
• Uniforms provided

• Be flexible in attitude and work habits.
• Genuinely enjoy working with animals and people.
• Quickly learn how to pronounce, know the meaning of, and spell commonly used veterinary terms.
• Perform basic computer skills.
• Have experience with basic office functions in a busy work environment.
• Stay calm and efficient during medical crises.
• Willing to continuously teach and learn.
• Will attend bi‑weekly CSR meetings and quarterly all‑staff meetings.
• Will have regular check‑ins with senior CSR to ensure proper training.
• Give and receive feedback respectfully.

Work requires lifting and carrying records and equipment weighing up to 25 lbs; requires sitting and standing for extended periods or time.

May be exposed to unpleasant odors, noises, and animal feces. May be exposed to bites, scratches, and contagious diseases.

Can provide compassionate care to patients and clients.

• Conduct oneself in a confident and professional manner even when stressed and/or focused on individual tasks.
• Deal intelligibly, pleasantly, and efficiently with clients, often doing several things at one time.
• Answer client inquiries about hospital policies, basic animal care questions, cost of routine procedures, and products.
• Maintain the appearance of the front office through cleaning and organization.
• Maintain positive, cooperative relationships with other employees.
• Display tact and diplomacy with staff members and clients even when busy or hectic.
• Organize daily appointment paperwork, boarders, and next‑day procedures.
• Stock up front inventory and organize front lobby diets.
• Answer telephones and handle calls quickly, efficiently and in a professional and friendly manner, using a multi‑line telephone system.
• Receive and relays telephone, fax, and email messages accurately and promptly.
• Accurately maintain an alphabetical filing system.
• Greet clients, enter or update client and pet information into the practice computer system, escort to exam rooms for medical procedures.
• Capable of giving a guided facility tour and highlighting aspects of the hospital.
• Prepare health certificates, immunization certificates, laboratory requests, and outline euthanasia procedures.
• Outline costs and fees in a positive light while supporting hospital payment policies.
• Prepare client invoices and obtain payments for services performed.
• Educate clients on over‑the‑counter products; has full knowledge of heartworm and external parasite preventives to promote client education.
• Understands and carries out oral and written directions.
• Turn phone‑shoppers into clients through relationship building and bonding.
• Remember clients and patients names and use them.
• Good computer skills and shows accuracy in inputting details.
• Accurately handle payment transactions.
• Keep the front desk running efficiently and smoothly even when there is a client wait time.
• Explain delays to clients. Ensure the comfort of clients and patients during their wait times.
• Be prepared to handle any facility emergency that may arise.
• Perform other duties as assigned.