Customer Service Representative

Lake Harriet Veterinary seeks an experienced Customer Service Representative for a Full-Time position at our seven doctor practice in the heart of Minneapolis. Our team consists of 30 employees with more then a third of our staff surpassing 10 years of employment at LHV. We are excited to welcome in a new team member that is looking to make our clinic a long-term place of work that they are proud to be a part of.

We are nestled into a quaint neighborhood and have curated a supportive space with low turnover that promotes a healthy work-life balance. Our team members care deeply about each other and the work we do every day. Joining our team comes with the opportunity to join in the fun of the LHV Dungeons and Dragons crew, our annual trip to the British Arrow Awards at the Walker Art Center, and a coordinated day wearing a rainbow of scrubs in celebration of Pride Week. These are just a few of the perks of being part of the LHV community!

We are looking for a self-motivated, team player to join our inclusive, talented team. Applicants must be kind, respectful of staff and clients, and ready to work in a busy practice. We provide flexible scheduling and close early on Fridays at 4:00pm and at 12:00pm on Saturdays.

POSITION SUMMARY:

The Customer Service Representative (CSR) actively recruits new clients and promotes hospital services. Schedules client visits and drives the flow of clients and pets through the hospital to aid the productivity of the veterinary medical team. Ensures good communication with the clients, and coordinates the care of the pets, influencing clients to return and refer their friends and families.

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 history, requested services, and other pertinent information within the practice management software
• 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
• Respond to customer complaints in a professional, courteous manner and act satisfactorily to resolve the problem
• 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):

• Education: High School Diploma or GED required
• Professional Licenses/Certifications: None
• Experience: 1+ years experience in retail sales or customer service preferred
• Experience in a medical facility desired
• Knowledge, Skills and Ability: Ability to provide effective customer service principles
• Basic knowledge of medical terminology
• Basic proficiency with a variety of computer programs including Microsoft Office Suite
• 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
• PHYSICAL DEMANDS: 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.

About Lakefield

We believe exceptional veterinary care starts with exceptional people.

We partner with hospitals across the country to preserve what makes each practice special - its people, culture, and connection to community - while providing the operational support and resources that allow teams to thrive.

As we grow, we are committed to creating an environment where team members feel respected, supported, and empowered to deliver outstanding care.

Our Values

Our culture is built on five core values that guide how we work and serve:

Respect

Learning

Do the Right Thing

Wow Service

Fun

If these resonate with you, you’ll fit right in.

Equal Employment Opportunity