Customer Service Representative

Rochester, Minnesota
General Practice
Heritage Pet Hospital
22.00 Hourly
20.00  Hourly
Non Exempt
Full Time



Department: Operations | Reports to: Hospital Administrator | Non-Exempt |

POSITION SUMMARY: Are you looking for a work environment that is fun and rewarding?  This person will meet and greet clients and their pets.  Must be friendly, outgoing, and people oriented.  Looking for someone who possesses excellent client service skills, excellent phone skills, computer skills, excellent communication skills., the ability to work in a team-oriented environment and multi-task while working in a fast-paced environment, we are a busy 5 Doctor practice!  Kitty & Puppy play included!

WHAT YOU'LL DO (Essential Functions):

  • Foster a culture built on our values: Respect, Learning, Do the Right Thing, WOW Service, and Fun
  • Maintain knowledge of the services the hospital provides and utilizes the information to promote the hospital's services and products to existing and prospective customers
  • Welcome clients and pets, ensuring that they are comfortable in the hospital, and educating the clients about preventative care and pet health needs
  • Assist incoming clients. Document and enter the pet's weight.
  • Direct the flow of clients and pets to ensure superior client care and maximum productivity of the veterinary medical team
  • Answer basic questions from clients on the phone and in person, act as an initial triage to determine patient's service needs. Refer the patient to the appropriate veterinary staff as needed
  • Schedule client appointments and follow-up exams. Work with Veterinarian(s) and veterinary staff as needed to ensure optimal scheduling
  • Assist outgoing clients by providing all necessary instructions, information, and invoices
  • Dispense prescription items per the Veterinarian's instructions and sells retail products
  • Responsible for cash management including accepting payments for products and services provided. Perform daily reconciliation of the cash drawer
  • Support a practice environment that promotes collaboration and teamwork to ensure the delivery of quality, compassionate, effective, and efficient health care to pets
  • Comply with all practice policies, quality assurance guidelines, and minimum standards of care
  • Perform other duties and projects as requested

WHAT WE'RE LOOKING FOR (Essential Qualifications):


  • High School Diploma or GED required Professional Licenses/Certifications: None


  • 1+ years experience in customer service required
  • Experience in a veterinary clinic preferred

Knowledge, Skills and Ability:

  • Ability to provide effective customer service principles
  • Basic proficiency with a variety of computer programs including Microsoft Office Suite and Cornerstone.
  • 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


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.