Customer Service Representative

Customer Service Representative

North Branch Veterinary Hospital is seeking a dependable, compassionate, and customer-focused Customer Service Representative (CSR) to join our team. This is a full-time, benefit-eligible position for someone who enjoys helping people, working with pets, and being part of a collaborative veterinary healthcare team.

The Customer Service Representative is often the first point of contact for our clients and plays an important role in creating a welcoming, professional, and positive experience. The CSR is responsible for providing exceptional customer service while supporting the daily operations of the hospital and assisting clients with scheduling, communication, payments, and general questions.

• Greet clients and patients warmly and professionally.
• Answer incoming telephone calls and respond to client questions in a courteous and timely manner.
• Schedule appointments and coordinate patient visits according to hospital procedures.
• Check clients and patients in and out of the hospital.
• Obtain and verify client and patient information and maintain accurate records.
• Communicate appointment information, treatment plans, estimates, and other hospital information as directed by the veterinary team.
• Process payments, invoices, deposits, and other financial transactions accurately.
• Provide medication and prescription pickup assistance according to hospital protocols.
• Communicate with clients regarding appointment reminders, follow-ups, prescription requests, and other needs.
• Coordinate communication between clients, veterinarians, veterinary technicians, assistants, and other hospital team members.
• Assist with referrals and specialty service scheduling when needed.
• Maintain a clean, organized, and welcoming reception area.
• Handle client concerns professionally and elevate issues to management when appropriate.
• Protect client confidentiality and follow all hospital policies and procedures.
• Demonstrate compassion and patience when working with clients experiencing stressful or emotional situations.
• Work effectively as part of a team and assist other departments when needed.
• Maintain a professional appearance and positive attitude.
• Perform other duties as assigned by hospital leadership.

• Previous customer service, reception, veterinary, medical, or healthcare experience preferred.
• Excellent communication and interpersonal skills.
• Strong organizational skills and attention to detail.
• Ability to multitask and prioritize in a fast-paced environment.
• Comfortable working with computers and learning veterinary practice-management software.
• Ability to handle financial transactions accurately.
• Professional, friendly, dependable, and compassionate.
• Ability to work effectively both independently and as part of a team.
• Must be comfortable working around dogs, cats, and other animals.
• Veterinary experience is preferred but not required.

The ideal candidate is someone who:

• Puts clients and patients first.
• Provides excellent customer service.
• Communicates clearly and respectfully.
• Remains calm and professional in challenging situations.
• Takes pride in accuracy and attention to detail.
• Is dependable and willing to help wherever needed.
• Works collaboratively with the entire hospital team.
• Is willing to learn and grow within the position.
• Understands the importance of compassion, teamwork, and exceptional patient care.

Position: Customer Service Representative
Employment: Full-Time
Status: Benefit Eligible

Compensation = base hourly rate of $18-$21 DOE

• Medical, dental, and vision benefits
• Paid time off
• Holiday benefits
• Employee pet-care discounts
• Scrubs/uniform allowance
• Continuing education opportunities
• Additional employee benefits according to hospital policy

North Branch Veterinary Hospital is committed to providing exceptional care to our patients while creating a welcoming and supportive experience for their families. We are looking for a team member who shares that commitment and wants to make a difference every day.

National Veterinary Associates (NVA) is a leading North American pet health care company with nearly 1,300 locations spanning general practice veterinary hospitals, Ethos emergency and specialty hospitals, and pet resorts and equine veterinary care. With approximately 40,000 team members, we care for pets and support pet families in communities across the United States and Canada. Our purpose is to give pets and the people who love…