Client Service Representative

The Role at Lindsey Veterinary Hospital:

As a Customer Service Representative (CSR) at Lindsey Veterinary Hospital, you provide the initial connection between our clients and the care we deliver, and you are a foundational member of our veterinary care team. Your role is essential in creating a welcoming, compassionate environment for our clients and their pets.

The Veterinary Customer Service Representative is the first point of contact for our clients and is responsible for providing a high standard of client care and communication. This role ensures smooth day-to-day operations of the front desk, supports clinical staff, and maintains a caring and professional demeanor in a fast-paced veterinary setting.

• Greet clients and patients in a friendly, professional manner, both in-person and over the phone.
• Schedule appointments and manage the appointment calendar efficiently.
• Check-in and check-out patients, accurately entering client and patient information into the practice management software.
• Maintain accurate and up-to-date client and patient records in the PIMS system, ensuring all interactions, treatments, and communications are properly documented.
• Handle client inquiries regarding services, products, prescriptions, and basic pet care guidance.
• Process payments, issue invoices, and balance daily receipts.
• Maintain cleanliness and orderliness of the reception area and client-facing spaces.
• Communicate effectively with veterinary staff to relay client concerns or changes in patient condition.
• Manage medical record requests and ensure accurate documentation.
• Triage client calls and determine the urgency of patient needs.
• Follow clinic protocols for emergency or high-priority situations.
• Support clinic promotions, loyalty programs, and client education initiatives.
• Follow all Health and Safety Policies and Procedures.

• Client-focused communication
• Professionalism and discretion
• Adaptability and problem-solving
• Team collaboration
• Detail-oriented data entry and record-keeping
• Ability to remain calm in emergency situations
• Emotional resilience when supporting clients during euthanasia appointments, maintaining a calm, compassionate presence
• Growth mindset

• Physical demands include lifting animals and equipment up to 25 KG, standing for extended periods, and performing tasks that require manual dexterity.
• May be exposed to pets of all types, pet dander, and veterinary medications.
• Variable schedule including evenings, weekends, and/or holidays as needed.

• High school diploma or equivalent
• Minimum of 1 year of customer service experience
• Basic proficiency with computers and office software (e.g., Microsoft Office, Google Workspace)
• Ability to learn and navigate veterinary practice management software (PIMS)
• Strong interpersonal and communication skills, both written and verbal
• Comfortable working in an environment with animals, including exposure to pet hair, noise, and the emotional nature of veterinary care
• Able to work a flexible schedule including evenings, weekends, and holidays as needed
• Must be able to handle sensitive or emotional situations with compassion and professionalism

We are committed to fostering an open and inclusive environment where everyone belongs, our people feel comfortable and confident to be themselves and reach their full potential regardless of age, race, national or ethnic origin, gender identity or expression, marital and family status, religion or other belief, culture, sexual orientation, or disability.