Position Summary
At our hospital, we believe that exceptional patient care begins with exceptional client care—and that both are only possible when we take great care of our team. As a Customer Service Representative, you are often the first and last person our clients interact with during some of the most emotional moments of their lives. Your compassion, professionalism, and ability to create a calm, welcoming experience make a lasting impact on every family who walks through our doors.
This role is more than answering phones and checking in patients. You are an advocate for our clients, a trusted partner to our medical team, and an essential part of creating an environment where both people and pets receive outstanding care.
What You'll Do
- Welcome clients with empathy, kindness, and professionalism, recognizing that many are experiencing fear, stress, or grief.
- Create an exceptional customer experience from the first phone call through discharge and follow-up.
- Answer incoming calls, assess urgency, and communicate clearly and compassionately with pet owners.
- Register patients, verify information, explain hospital processes, and maintain accurate medical records.
- Coordinate communication between clients, veterinarians, technicians, and support staff to ensure seamless patient care.
- Provide updates, answer questions, and help clients navigate emergency visits with confidence and understanding.
- Process payments, discuss estimates, and handle financial conversations with sensitivity and respect.
- Maintain an organized, clean, and welcoming reception area.
- Assist with administrative duties including scheduling, medical record management, and client communications.
- Remain calm, adaptable, and solution-oriented in a fast-paced, high-pressure environment.
- Support teammates by working collaboratively and stepping in wherever needed to ensure the best experience for our patients and clients.
What We're Looking For
- A genuine passion for helping people and animals.
- Outstanding communication and active listening skills.
- The ability to remain composed, empathetic, and professional during emotional or stressful situations.
- Strong organizational skills with excellent attention to detail.
- Confidence managing multiple priorities while maintaining a positive attitude.
- Previous customer service experience required; veterinary or healthcare experience wonderful, but not required.
- Comfort working evenings, weekends, holidays, and varied shifts as part of a 24-hour hospital.
- Basic computer proficiency and the ability to learn hospital management software.
- A collaborative team player who values accountability, respect, and continuous learning.
Our Customer Experience Philosophy
We strive to create an experience that is as compassionate as our medical care. Every interaction matters. We aim to:
- Make every client feel heard, respected, and supported.
- Communicate honestly, clearly, and proactively.
- Anticipate client needs whenever possible.
- Treat every pet as if they were our own.
- Turn stressful moments into experiences of comfort, trust, and compassion.
Our Commitment to Our Team
We know that caring for others starts with caring for each other. We are committed to creating a workplace where our employees feel valued, supported, and empowered to succeed.
We believe in:
- Treating every team member with dignity, kindness, and respect.
- Building a culture of trust, teamwork, and psychological safety.
- Investing in professional growth through training, mentorship, and career development.
- Encouraging open communication and continuous improvement.
- Recognizing and celebrating the contributions of every employee.
- Supporting work-life balance whenever possible while providing excellent patient care.
- Creating an inclusive environment where every voice matters.
Success in This Role
Successful Customer Service Representatives consistently:
- Deliver compassionate, memorable service to every client.
- Build trust through excellent communication.
- Work collaboratively with the medical team.
- Remain calm and resourceful during emergencies.
- Contribute positively to our hospital culture.
- Look for opportunities to improve the client and employee experience every day.
If you are passionate about helping people, love animals, thrive in a fast-paced environment, and want to be part of a team that believes taking care of employees is just as important as taking care of patients and clients, we'd love to meet you.
Pay: $17.00 - $24.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Continuing education credits
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Professional development assistance
- Relocation assistance
- Retirement plan
- Tuition reimbursement
- Uniform allowance
- Vision insurance
Work Location: In person
