Customer Service Representative

POSITION SUMMARY:

The Veterinary Urgent Care Customer Service Representative serves as the first point of contact for clients seeking urgent medical care for their pets. This role requires excellent communication skills, compassion, and the ability to work efficiently in a fast-paced, emotionally charged environment. The representative is responsible for managing client interactions, coordinating patient intake, and supporting the veterinary team to ensure timely and effective care.

Key Responsibilities:

• Greet clients and patients promptly with professionalism and empathy
• Answer incoming phone calls, triage basic inquiries, and provide accurate information about services and wait times
• Manage urgent care appointments and walk-in cases
• Obtain and enter accurate client and patient information into the system
• Communicate clearly with veterinary technicians and doctors regarding patient status and client concerns
• Process payments, invoices, and financial transactions
• Maintain a clean, organized, and welcoming front desk and lobby area
• Handle emotionally sensitive situations with compassion and discretion
• Educate clients on clinic policies, procedures, and aftercare instructions
• Assist with ensuring completion of medical records and communication about test results

What We’re Looking For:

• A natural people-person with a passion for helping others
• Someone who stays calm, organized, and positive under pressure
• Strong communicator who can show empathy in difficult situations
• Customer service experience (veterinary or medical is a bonus!)
• Flexible availability, including evenings and weekends, training schedule is Tuesday-Wednesday, then once training is complete the schedule will be Saturday-Monday.

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 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.

SUPERVISORY RESPONSIBILITIES: None

ABOUT LAKEFIELD VETERINARY GROUP 

We believe exceptional veterinary care starts with exceptional people.  

We partner with hospitals across the country to preserve what makes each practice special - its people, culture, and connection to community - while providing the operational support and resources that allow teams to thrive.  

As we grow, we are committed to creating an environment where team members feel respected, supported, and empowered to deliver outstanding care. 

Our Values 

Our culture is built on five core values that guide how we work and serve: 

• Respect 

• Learning 

• Do the Right Thing 

• Wow Service 

• Fun 

If these resonate with you, you’ll fit right in. 

Equal Employment Opportunity 

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