Customer Service Representative

At Blue Ridge Equine Clinic, we believe that thriving teams build thriving communities. When you join us, you're stepping into a career with a mission and purpose – and not just a job. Whether you're in a hospital or part of our Support Center, your work helps deliver essential high-quality care for the pets and families who count on us. As a veterinary professional, you can expect the freedom to do your best work with the tools and resources to support your career growth, plus a full network of support—from local team leaders, veterinary experts, and a dedicated Support Center.

About the role

As our clients' first and last point of contact, the Client Service Representative (CSR) is vital in consistently delivering an exceptional client experience. You will manage appointments, answer calls, process patient information, and ensure seamless communication between clients and our medical team. Through our tech systems, you’ll help streamline processes, enhance client access to care, and create a welcoming environment for pets and their owners.

Responsibilities

• Client Communication & Scheduling: Answer calls and emails promptly with professional, friendly service. Schedule appointments based on client needs and veterinarian availability, including forward booking. Use technology to send appointment reminders, confirmations, and follow-up messages. Make outbound calls to re-engage lapsed clients and encourage them to schedule appointments.
• Client Relations & Service: Greet clients warmly and ensure a positive experience throughout their visit. Use active listening to gather important medical information and triage inquiries, directing more complex questions to the medical team. Demonstrate empathy in all interactions, especially with upset or emotional clients, while maintaining a calm and professional demeanor. Promote current promotions and campaigns, keeping clients informed about special offers, services, and initiatives.
• Managing Patient Information & Technology: Update client and patient records in our practice management system with accuracy and efficiency. Process billing transactions, including credit card payments, digital payments, financing options, and insurance claims. Maintain organized records of client communications and appointments to streamline operations.
• Support the Medical Team & Practice Operations: Provide clients with accurate post-visit instructions, including medication schedules and follow-up care. Help maintain a clean, organized reception area and assist with daily practice operations as needed. Inform clients about services offered, preventive care options, and how they can conveniently book appointments online or shop for pet products through our online store.

Requirements

• High school diploma or equivalent work experience required.
• Excellent communication skills and a strong desire to provide compassionate, client-focused service.
• Prior customer service experience, preferably in a veterinary or healthcare setting.
• Basic proficiency with technology, including scheduling software and online communication platforms.
• Strong organizational skills and the ability to handle multiple tasks efficiently, even during busy periods.

Working Conditions

• Must be able to work in a fast-paced, dynamic environment.
• Occasional lifting up to 40 pounds independently and physical tasks may be required.

Pay

$16.00–$18.00 per hour, based on experience.

Benefits

• Tailored development programs, mentorship, and career pathing to help you achieve your unique goals.
• Competitive pay, performance bonuses, 401(k) matching, and student loan assistance to foster your financial well-being.
• Health, dental, vision, life insurance, and mental health resources to support your overall well-being.
• Generous paid time off and holidays.
• A supportive, collaborative environment where everyone feels a sense of belonging.

Note: Benefits listed above apply to full-time employees.