Customer Service Representative

About Us: At Pet Docks Veterinary Hospital, we’re proud to be an AAHA‑accredited hospital serving Morehead City, NC, and the surrounding community for over 25 years. Our team is passionate about delivering high‑quality veterinary care while creating a welcoming, supportive environment for both clients and employees. With a loyal client base and a collaborative team culture, Pet Docks is a fast‑paced hospital where team members are encouraged to grow, learn, and utilize their skills to the fullest.

As our clients’ first and last point of contact, the Client Service Representative (CSR) plays a vital role in delivering an exceptional client experience. The CSR helps ensure smooth daily operations by managing appointments, answering calls, processing patient information, and maintaining seamless communication between clients and our medical team. The ideal candidate is friendly, organized, compassionate, and thrives in a fast‑paced environment while creating a welcoming experience for pets and their owners.

Client Communication & Scheduling:

• Answer phone calls and emails promptly with professional, friendly service
• Schedule appointments efficiently based on client and hospital needs, including forward booking
• Send appointment reminders, confirmations, and follow‑up communication through hospital systems
• Make outbound calls to reconnect with lapsed clients and encourage appointment scheduling

Client Relations & Service:

• Greet clients and pets warmly and professionally
• Use active listening to gather medical information and appropriately direct client concerns
• Demonstrate empathy and professionalism during emotional or challenging situations
• Educate clients on hospital services, preventive care, promotions, and online resources

Managing Patient Information & Technology:

• Maintain accurate client and patient records within the practice management system
• Process payments, financing options, and billing inquiries efficiently
• Maintain organized records of communications and appointments to support hospital operations

Support the Medical Team & Hospital Operations:

• Provide accurate post‑visit instructions and follow‑up care information
• Help maintain a clean, organized, and welcoming reception area
• Assist with administrative duties including filing, data entry, and general office support
• Coordinate with veterinary staff to help provide seamless patient care

• High school diploma or equivalent required
• Previous customer service experience required, veterinary or healthcare experience preferred
• Strong communication and interpersonal skills with a client‑focused mindset
• Comfortable using technology, scheduling software, and online communication platforms
• Strong organizational skills with the ability to multitask efficiently
  
  Compassionate, patient, and team‑oriented demeanor with a love for animals
• Availability to work flexible hours, including some weekends and holidays

• Ability to work in a fast‑paced, dynamic environment
• Occasional lifting up to 40 pounds independently may be required
• Frequent standing, walking, bending, and computer use throughout shifts

Here’s what you can expect when you join our team:

• Competitive pay
• Health, dental, and vision insurance
• Paid time off and holidays
• 401(k) retirement plan with company match
• Employee discounts on veterinary services
• Mental health and wellness resources
• Tailored development programs, mentorship, and career growth opportunities
• Supportive, collaborative team culture where everyone feels a sense of belonging

Any benefits listed above apply to full‑time employees.