Veterinary Customer Service Representative

Veterinary Customer Service Representative (CSR)

Advocate. Educate. Make a Difference.

Are you passionate about animals and love helping people? Do you believe every pet deserves someone who will advocate for their health and well-being?

At Shepherd of the Hills Veterinary Clinic, we believe exceptional veterinary medicine begins long before a doctor enters the exam room. It begins with the first phone call, the first greeting, and the first conversation with a pet owner.

We're looking for a compassionate, detail-oriented Veterinary Customer Service Representative (CSR) who is passionate about creating meaningful client experiences while serving as an advocate for every client and patient who walks through our doors.

As the first point of contact for our clients, you'll play an essential role in ensuring pets receive timely care, clients feel heard and supported, and our veterinary team has the information they need to provide outstanding medicine.

Your Impact

As a CSR, you are more than a receptionist—you are an advocate.

Every interaction is an opportunity to:

• Help pets receive the care they need.
• Educate pet owners so they can make informed decisions.
• Build trusting relationships with families.
• Support your teammates in delivering exceptional patient care.
• Create a welcoming, compassionate experience for every client and every pet.

Key Responsibilities

• Welcome clients and patients with warmth, professionalism, and genuine compassion.
• Schedule appointments while helping ensure pets receive care in an appropriate and timely manner.
• Answer phones and client inquiries with empathy, professionalism, and a solutions-focused mindset.
• Process payments, invoices, and maintain accurate client records.
• Educate clients about preventive care, wellness plans, treatment recommendations, and follow-up care so they feel informed and confident.
• Collaborate closely with veterinarians and veterinary technicians to ensure seamless communication and continuity of patient care.
• Listen carefully to client concerns, helping ensure every pet's needs are communicated to the medical team.
• Advocate for patients by recognizing when concerns should be elevated and ensuring no opportunity for patient care is overlooked.
• Help maintain a positive, supportive, and respectful team culture where communication and collaboration come first.

Qualifications

• Previous experience in veterinary medicine, human healthcare, or customer service preferred.
• Outstanding communication and interpersonal skills.
• Excellent organization and attention to detail.
• Ability to multitask while remaining calm under pressure.
• Experience with veterinary software is a plus.
• A genuine passion for helping both people and animals.
• A commitment to compassionate service, teamwork, and patient advocacy.

What We Offer

• Competitive pay based on experience.
• Comprehensive benefits package including dental, vision, PTO, uniform allowance, and more.
• Paid holidays.
• Simple IRA with employer match.
• Employee credit for personal pet care—because your pets deserve exceptional care too.
• Aflac stipend to customize benefits that fit your needs.
• Ongoing training, continuing education, and opportunities for career advancement.
• A collaborative, supportive team that believes in helping one another succeed.
• The opportunity to make a meaningful difference in the lives of pets and the people who love them every day.

Why Choose Shepherd of the Hills Veterinary Clinic?

We're a locally owned veterinary practice built on relationships, compassion, teamwork, and trust. We believe policies provide consistency—but advocacy guides our decisions.

We encourage every team member to speak up, ask questions, share ideas, and always consider what is in the patient's best interest. Whether you're comforting a worried pet owner, helping coordinate urgent medical care, or supporting a teammate during a busy day, your voice matters here.

Our culture is built around kindness, accountability, continuous learning, and doing the right thing for every patient.

Led by Experience. Built for Success.

Our clinic is proudly supported by a Practice Manager with more than 22 years of veterinary leadership experience. Through thoughtful leadership, efficient systems, and a commitment to team development, we've created an environment where employees are supported, valued, and empowered to grow.

You won't be navigating veterinary medicine alone—we invest in our people because great teams provide great care.

About Our Clinic

• Brand-new, modern facility designed for comfort, efficiency, and Fear Free visits.
• State-of-the-art equipment including digital radiography, advanced surgical suite and more.
• Separate dog and cat waiting areas.
• Spacious exam rooms and large outdoor dog play yard.
• Fully paperless practice utilizing cloud-based veterinary technology.

Work-Life Balance

We believe caring for others starts with caring for our team.

• True four-day work week—not four exhausting 10-hour shifts.
• Saturday rotation only one Saturday each month.
• Supportive scheduling that values your personal time and well-being.

Live Where Others Vacation

Conveniently located just off Highway 65 in beautiful Branson, Missouri.

Enjoy easy access to:

• Three beautiful lakes
• Endless hiking and outdoor recreation
• Shopping, entertainment, and attractions throughout the Ozarks

Join Our Mission

If you're an energetic, compassionate professional who believes every interaction is an opportunity to advocate for a pet, educate a family, and support an exceptional team, we'd love to meet you.

At Shepherd of the Hills Veterinary Clinic, we don't just care for animals—we advocate for them, support their families, and work together to make a lasting difference every single day.

Essential Functions — Client Service Representative

Position: Client Service Representative (CSR)Reports to: Practice Manager / Office Manager / Lead CSR

Policy:The Client Service Representative position includes essential functions that must be performed safely, accurately, and consistently to support patient care, client experience, and clinic operations. This document may be used for job expectations, training, performance management, and return-to-work/fitness-for-duty determinations.

Definitions:Essential Functions: Fundamental job duties that are core to the position and cannot be removed without changing the nature of the role.Reasonable Accommodation: A workplace adjustment that may enable an employee to perform essential functions when appropriate and consistent with applicable law and clinic operations.

Guidelines

A. Core Essential Functions

• Client communication & service
• Greet clients professionally in person and by phone; provide a calm, courteous, and solution-oriented experience.
• Communicate clearly, maintain confidentiality, and use appropriate professional language at all times.
• Phone management & appointment scheduling
• Answer phones promptly, triage calls per clinic guidelines, and schedule appointments accurately.
• Collect and document relevant information for medical/sick calls and route appropriately to clinical team.
• Check-in / check-out & payment processing
• Verify client/patient information, obtain signatures as needed, and process payments accurately (cash, card, third-party financing where applicable).
• Explain estimates, deposits, and basic clinic policies in a professional manner.
• Medical record and computer work
• Use practice management software to create/update client and patient records, enter notes, verify reminders, and document communications accurately.
• Handle prescriptions/refill requests and medical record requests per clinic protocol.
• Client education (non-medical)
• Reinforce preventive care reminders and clinic policies; provide handouts and general instructions as directed by veterinarians/management.
• Coordination & teamwork
• Coordinate with technicians and doctors to manage flow of appointments, estimates, discharge timing, and urgent add-ons.
• Support front-desk coverage needs and assist with clinic-wide tasks as directed.
• Front office organization & sanitation
• Maintain a clean, orderly lobby/front desk, including light cleaning/disinfecting per clinic protocols.
• Follow safety/infection-control protocols for handling bodily fluid incidents in public areas (as assigned), using PPE and proper reporting.
• Compliance & professionalism
• Follow clinic procedures for controlled information, client confidentiality, attendance, and conduct.
• Maintain professional appearance and behavior consistent with client-facing healthcare environment.

B. Physical & Environmental Requirements (Essential)

• Ability to sit and/or stand for extended periods; frequent transitions between sitting, standing, and walking.
• Frequent use of hands for typing, phone use, and handling documents; repetitive motion tasks.
• Ability to lift/carry typical front-desk items (files, packages, small supplies), generally up to 20–30 lbs (adjust to your clinic).
• Ability to work in a busy, fast-paced environment with frequent interruptions and noise (phones, clients, animals).
• Potential exposure to animals, allergens, odors, and cleaning chemicals; ability to wear PPE as needed.

C. Cognitive/Behavioral Requirements (Essential)

• Ability to maintain attention, accuracy, and professionalism while multitasking and managing frequent interruptions.
• Ability to communicate clearly, de-escalate upset clients appropriately, and follow instructions and protocols.
• Sound judgment to escalate urgent concerns to the medical team and follow triage procedures.
• Reliable attendance and punctuality consistent with the clinic’s Attendance/Absence policy.

Procedure

• Return-to-work / fitness-for-duty use:When an employee returns from illness/injury or has repeated fitness-for-duty issues, SHVC may request documentation from a licensed healthcare provider confirming whether the employee can perform these essential functions with or without restrictions. SHVC may also require a health examination as described in the Health Examinations policy.
• Provider statement (optional):Provider may certify (check one):☐ Fit for full duty without restrictions☐ Fit with restrictions (list restrictions duration): __________☐ Not fit for duty at this time; re-evaluate on: __________

Job Type: Full-time

Pay: $15.00 - $17.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Flexible schedule
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person

Salary : $15 - $17