The Role At Lindsey Veterinary Hospital As a Customer Service Representative (CSR) at Lindsey Veterinary Hospital, you provide the initial connection between our clients and the care we deliver, and you are a foundational member of our veterinary care team. Your role is essential in creating a welcoming, compassionate environment for our clients and their pets.

Position Summary The Veterinary Customer Service Representative is the first point of contact for our clients and is responsible for providing a high standard of client care and communication. This role ensures smooth day-to-day operations of the front desk, supports clinical staff, and maintains a caring and professional demeanor in a fast-paced veterinary setting.

Primary Responsibilities

- Greet clients and patients in a friendly, qualified manner, both in-person and

over the phone.
- Schedule appointments and manage the appointment calendar efficiently.
- Check-in and check-out patients, accurately entering client and patient information

into the practice management software.
- Maintain accurate and up-to-date client and patient records in the PIMS system,

ensuring all interactions, treatments, and communications are properly documented.
- Handle client inquiries regarding services, products, prescriptions, and basic pet

care guidance.
- Process payments, issue invoices, and balance daily receipts.
- Maintain cleanliness and orderliness of the reception area and client-facing spaces.
- Communicate effectively with veterinary staff to relay client concerns or changes in

patient condition.
- Manage medical record requests and ensure accurate documentation.




- Triage client calls and determines the urgency of patient needs.
- Follow clinic protocols for emergency or high-priority situations.
- Support clinic promotions, loyalty programs, and client education initiatives.
- Follow all Health and Safety Policies and Procedures.

Key Competencies

- Client-focused communication
- Professionalism and discretion
- Adaptability and problem-solving
- Team collaboration
- Detail-oriented data entry and record-keeping
- Able to remain calm in emergency situations
- Emotional resilience when supporting clients during euthanasia appointments,

maintaining a calm, compassionate presence
- Growth mindset

Work Conditions

- Physical demands include lifting animals and equipment (up to 25 KG), standing for

extended periods, and performing tasks that require manual dexterity.
- May be exposed to pets of all types, pet dander, and veterinary medications.
- Variable schedule including evenings, weekends, and/or holidays as needed.

Minimum Qualifications

- High school diploma or equivalent
- Minimum of 1 year of customer service experience
- Basic proficiency with computers and office software (e.g., Microsoft Office, Google

Workspace)
- Ability to learn and navigate veterinary practice management software (PIMS)
- Strong interpersonal and communication skills, both written and verbal
- Comfortable working in an environment with animals, including exposure to pet

hair, noise, and the emotional nature of veterinary care
- Able to work a flexible schedule including evenings, weekends, and holidays as

needed
- Must be able to handle sensitive or emotional situations with compassion and

professionalism

📌 Client Service Representative (Penticton)
🏢 NVA Canada
📍 Penticton