Customer Service Representative-Heritage Pet Hospital

POSITION SUMMARY:

The Customer Service Representative (CSR) actively recruits new clients and promotes hospital services. Schedules client visits and drives the flow of clients and pets through the hospital to aid the productivity of the veterinary medical team. Ensures good communication with the clients, and coordinates the care of the pets, influencing clients to return and refer their friends and families.

 

Why Heritage?

At Heritage Pet Hospital, we are committed to strengthening the bond between pets and their families while empowering our team to build meaningful, long-lasting client relationships. Our current team of seven dedicated veterinarians enjoys a strong and diverse caseload, ideal for both developing and seasoned Technicians seeking growth.

 

WHAT YOU’LL DO (Essential Functions):

• Foster a culture built on our values: Respect, Learning, Do the Right Thing, WOW Service, and Fun
• Maintain knowledge of the services the hospital provides and utilizes the information to promote the hospital’s services and products to existing and prospective customers
• Welcome clients and pets, ensuring that they are comfortable in the hospital, and educating the clients about preventative care and pet health needs
• Assist incoming clients. Document and enter the pet’s history, requested services, and other pertinent information within the practice management software
• Direct the flow of clients and pets to ensure superior client care and maximum productivity of the veterinary medical team
• Answer basic questions from clients on the phone and in person, act as an initial triage to determine patient’s service needs. Refer the patient to the appropriate veterinary staff as needed
• Schedule client appointments and follow-up exams. Work with Veterinarian(s) and veterinary staff as needed to ensure optimal scheduling
• Assist outgoing clients by providing all necessary instructions, information, and invoices
• Dispense prescription items per the Veterinarian's instructions and sells retail products
• Responsible for cash management including accepting payments for products and services provided. Perform daily reconciliation of the cash drawer
• Respond to customer complaints in a professional, courteous manner and act satisfactorily to resolve the problem
• Support a practice environment that promotes collaboration and teamwork to ensure the delivery of quality, compassionate, effective, and efficient health care to pets
• Comply with all practice policies, quality assurance guidelines, and minimum standards of care
• Perform other duties and projects as requested

WHAT WE’RE LOOKING FOR (Essential Qualifications):

Education:
• High School Diploma or GED required
Professional Licenses/Certifications: None
Experience:
• 1+ years experience in retail sales or customer service preferred
• Experience in a medical facility desired
Knowledge, Skills and Ability:
• Ability to provide effective customer service principles
• Basic knowledge of veterinary medical terminology
• Basic proficiency with a variety of computer programs including Microsoft Office Suite
• Basic written, verbal, and active listening communication skills
• Strong customer relations and interpersonal skills
• Exercises tact and diplomacy in dealing with sensitive issues and situations
• Prioritize work and handle a variety of tasks simultaneously, with frequent interruptions
• Strong organizational and time management skills
• Effectively and quickly responds to requests in a proactive manner
• Strong attention to detail and high level of accuracy

PHYSICAL DEMANDS:

While performing the duties of this job, the team member is regularly required to talk and hear.
The team member must frequently use a computer for long periods of time. Specific vision
abilities are required to do this job including close vision. This position requires walking and/or
standing for long periods of time, bending, reaching, grasping, and repetitive motions. May be
exposed to disinfectant/sanitation chemicals, pets dander, and excretions. This position is
exposed to low to moderate noise levels. Must be able to lift up to 30 lbs. unassisted, 50 lbs. with
assistance. Must be able to work flexible hours including evenings and weekends.

 

What We Offer

Our full-service hospital provides comprehensive veterinary care, including:
• Preventive medicine & senior wellness
• Dentistry and dental radiology
• Nutritional counseling
• Exotic pet care
• In-house diagnostics & imaging
• Soft-tissue surgery
• A collaborative, communication-focused culture that feels like family

With our new 2026 facility, you’ll enjoy modern equipment, thoughtfully designed treatment and surgical spaces, expanded diagnostic capabilities, and a work environment built to support efficiency, teamwork, and high-quality medicine.

Schedule

• 40 hours per week
• Various shift options
• Rotating Saturdays
• Schedule may change as we continue to grow to meet the needs of the community

Compensation

• $18-$24 per hour based on experience

Benefits:

• PTO
• Generous Employee Pet Discount
• Employee Assistance Program
• 401K with company match
• Medical/Dental/Vision Insurance 
• HSA company contributed account
• Voluntary Life and AD&D insurance, long-term care, Accident, Critical Illness, and Hospital Indemnity Employer Paid Life and AD&D
• Employer Paid STD and LTD
• Eligible for performance-based bonus

If you’re excited about joining a compassionate, collaborative team in a beautiful new hospital, and want a workplace where your medical interests and career goals are supported—we can’t wait to hear from you.

For more information about our hospital, please visit heritagepetvet.com.

 

Equal Employment Opportunity 

Lakefield Veterinary Group/Heritage Pet Hospital is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all team members and applicants.

Contact Deb at [email protected]