Experienced Veterinary Customer Service Representative

About Us

Boreal Animal Surgery is a family-owned practice that provides board certified surgical care on an outpatient basis. Located in Renton, we are an emerging specialty practice committed to providing exceptional care to our patients and their humans.

The CSR position is crucial to our success. We are building an agile team of high performing veterinary professionals who are passionate about providing industry leading care. Why join us? We believe in work-life balance, this role will not require weekend availability, on-call commitment, and will primarily see non-critical surgical cases.

Position Summary

Exceptional client care requires warmth, composure, and genuine compassion.

The Client Service Representative (CSR) is the first face and voice our clients encounter, whether they’re calling to schedule an appointment or walking through our doors with a worried pet. This role manages the front-of-house experience from greeting and check-in through checkout, keeping communication flowing smoothly between clients and the clinical team. The ideal candidate remains calm under pressure, communicates with warmth and clarity, and genuinely enjoys helping both people and animals feel at ease.

We are seeking a candidate with 2+ years experience in a veterinary clinic setting.

As a CSR you will:

• Greet clients and patients as the first friendly face of our practice, both in person and on the phone.
• Answer and triage a multi-line phone system, schedule appointments, and prepare clients for their visit.
• Manage the check-in and check-out process, monitoring patient flow from arrival to discharge.
• Enter and update client and patient data accurately in Instinct.
• Compile and maintain veterinary medical charts, and request and send medical records as needed.
• Note client communications in the patient record and ensure messages are relayed to the appropriate doctor or technician promptly.
• Receive and filter prescription requests, following established protocols for refills and outside pharmacy requests.
• Collect payments, process end-of-day transactions, and reconcile the cash drawer according to hospital procedure.
• Help coordinate workflow between clients and the clinical team, communicating effectively with medical staff throughout the day.
• Maintain the appearance and cleanliness of the lobby and reception area, including restocking supplies and client educational materials.
• Recognize potential emergencies, alert hospital staff promptly, and provide callers with basic guidance on transporting a patient to the hospital.
• Prepare and send welcome letters, referral and thank-you letters, condolence notes, and other client correspondence as needed.
• Perform other administrative duties as assigned.

A successful candidate will demonstrate:

• High school diploma or GED required.
• 2+ years of customer service experience in a veterinary practice required.
• Hospitality experience or a demonstrated ability to create a warm, welcoming environment for clients.
• Comfortable remaining calm and professional in stressful or emotional situations, showing empathy and reassurance to worried pet owners.
• Excellent oral and written communication skills, with the ability to communicate effectively with both clients and medical staff.
• Strong organizational skills with the ability to multitask and stay attentive to detail in a fast-paced environment.
• Competent computer skills, including reliable and accurate data entry into medical records; working knowledge of Microsoft Office (Word, Excel, Outlook).
• Basic veterinary medical knowledge, including familiarity with common products and services, is a plus.
• Genuine love for animals and a courteous, professional demeanor with staff and clients alike.

Compensation and Benefits:

· Predictable work schedule with no weekend or on call requirements.

· Competitive benefit program including medical, dental, PTO and 401k matching.

· Compensation is based on experience. We anticipate the hourly range to be $21-24/hr

Pay: $21.00 - $24.00 per hour

Benefits:

• Health insurance
• Paid time off

Experience:

• Veterinary Customer Service: 2 years (Required)

Ability to Commute:

• Renton, WA 98057 (Required)

Work Location: In person