Customer Service Representative

The Mission: Be the Voice for Those Who Have NoneAt our clinics, we believe that the journey to healing begins the moment a pet owner picks up the phone. We aren't just booking appointments; we are providing a lifeline. As a Customer Service Representative, you are the primary liaison between our clients and our clinical team.In this role, you provide a unique blend of customer service, over the phone medical triage, and emotional support in a call center environment. Whether it's a routine check-up or a pet owner's most stressful moment of crisis, you are the calm, professional voice that ensures every patient gets the care they deserve. How You'll Make an ImpactYour day-to-day work is essential to the health of our patients and the flow of our clinics. You will:Educate pet owners on essential hospital policies, surgical preparations (like fasting requirements), and the vital importance of preventative care.Manage complex calendars for multiple veterinarians across two clinics using Covetrus Pulse, balancing wellness, urgent care, and surgical procedures.Act as the vital link for prescription refills and record management, ensuring the medical team and the pet owner stay perfectly in sync.Navigate high-stakes conversations, including discussions regarding euthanasia or financial hardship with unwavering empathy and professionalism. What You Bring to the TeamWe are looking for a resilient professional who thrives in a fast-paced, high-volume environment.Experience: 1–2 years in a veterinary clinic, veterinary front office, or high-volume call center. Front desk experience in the animal-related field is a plus.Communication Skills: Exceptional verbal and written ability. You can explain complex medical instructions simply and kindly.Tech Savvy: Familiarity with Covetrus Pulse, RingCentral, or Otto is highly preferred.Emotional Intelligence: The ability to remain composed and empathetic when speaking with distressed or grieving pet owners.Education: High School Diploma or equivalent. (CVT or Vet Assistant background is a bonus!) Work Environment Fast-Paced: Ability to handle back-to-back calls during peak morning and evening hours.Purpose-Driven: While there is an emotional toll in dealing with medical crises, the impact you have on the lives of pets and their families is profound.Benefits:Medical, Dental, and Vision insuranceShort-term disabilityLong-term disability (100% employer paid)Retirement Savings PlanEmployee Assistance ProgramPaid time off (vacation, sick, holiday pay)Employee Discounts (after 90 days):40% off veterinary services15% off prescription diets$50 off adoptions at HSMO10% off gift shop itemsPurina for ProfessionalsReady to Join Our Mission?If you are a compassionate communicator looking to utilize your medical knowledge in a professional call center environment, we want to hear from you.