Customer Service Representative

Client Service Representative

At Lafayette Animal Hospital, we believe every pet deserves compassionate, high-quality care — and every client deserves to feel supported by a friendly, knowledgeable team. We're a busy, small-animal practice in the heart of Portsmouth, NH, with a dedicated staff that values teamwork, positivity, and a great sense of humor. We operate as a hybrid hospital, meaning we take care of not only our appointment-based cases, but also urgent and emergency care cases so we are looking for someone who can stay on their toes who likes to keep busy!

Job Summary

As our clients' first and last point of contact, the Client Service Representative (CSR) is vital in consistently delivering an exceptional client experience. To provide an exceptional experience, a CSR manages appointments, answers calls, processes patient information, and ensures 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.

Compensation

18.00 - 20.00+/hour based on experience

Key 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 to keep clients informed and their pets' care on track
• 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 when dealing 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 the services offered, preventive care options, and how they can conveniently book appointments online or shop for pet products through our online store, VetCove

What We Offer

- Competitive hourly pay

- Health, dental, and vision insurance options

- Paid time off and holidays

- Staff pet care discounts

- Opportunities for growth within a supportive, team-oriented environment

- Flexible schedule - 4 day work week with rotating Saturday shifts

Qualifications

- High school diploma or equivalent work experience required

- Preferred: Experience with Veterinary Electronic Medical Records (Avimark, Cornerstone, etc.)

- Preferred: One year of customer service representative experience

- Preferred: Knowledge of veterinary medical terminology and procedures

- Rotating Saturday shifts are mandatory

- Must be able to work in a fast-paced, dynamic environment.

- Occasional lifting up to 40 pounds independently and physical tasks may be required

Additional 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, because your personal time matters.
• A supportive, collaborative environment where everyone feels a sense of belonging.

At Lafayette Animal Hospital, your unique skills and passion are celebrated, and every team member has the tools to thrive. Our people-focused approach is centered on helping you grow in your career while making a meaningful impact on the communities we serve.