Customer Service Representative
Lakefield Veterinary Group, Washington, District Of Columbia, United States
Customer Service Representative
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.
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.