Veterinary Customer Service Representative Tandem - 3.5 Somerville, MA Job Details Full-time $17 - $22 an hour 20 hours ago Benefits Continuing education credits Health insurance Dental insurance 401(k) Paid time off Vision insurance Employee discount Qualifications Teamwork Phone communication Client inquiry handling Client services experience within healthcare industry Attention to detail Full Job Description Veterinary Customer Service Representative Tandem Vet Care | Somerville, MA | Full-Time Help Us Create a Veterinary Experience Clients Actually Look Forward To At Tandem Vet Care , we believe exceptional veterinary care starts before a pet ever enters the exam room. We want every client to feel welcomed, informed, and genuinely cared for from the moment they arrive. That means being greeted with a smile, knowing what to expect during their visit, getting answers without feeling rushed, and leaving confident that both they and their pet were truly looked after. As a Veterinary Customer Service Representative (CSR) , you'll be one of the most important parts of making that experience happen. You'll be the friendly face at the front desk, the reassuring voice on the phone, the problem-solver when something doesn't go as planned, and the person who helps keep a busy veterinary hospital running smoothly. What You'll DoCreate an Exceptional Client Experience Warmly welcome clients and pets into the hospital. Check clients in and out efficiently and accurately. Keep clients informed about wait times and what to expect during their visit. Help create a calm, organized, and welcoming front-of-house environment. Make sure clients leave feeling supported and confident about their pet's care. Be a Trusted Point of Contact Answer incoming phone calls, messages, and client questions with professionalism and empathy. Schedule appointments and help clients understand the appropriate type of visit for their pet. Communicate clearly about hospital policies, appointment expectations, pricing, and next steps. Help clients navigate routine questions while knowing when something should be escalated to a veterinary technician or doctor. Follow up with clients when needed and help ensure communication doesn't fall through the cracks. Support the Veterinary Team Work closely with veterinarians, veterinary technicians, assistants, and fellow CSRs. Help coordinate the flow of appointments throughout the day. Collect and organize client and patient information accurately. Request and manage veterinary records when needed. Communicate important client updates to the appropriate medical team member. Jump in where needed to help the hospital stay organized during busy periods. Handle Difficult Moments with Empathy Veterinary medicine can be emotional. Clients may be worried, frustrated, overwhelmed, or facing difficult decisions. We're looking for someone who can remain calm, compassionate, and professional during challenging conversations. You don't need to have every answer—but you should know how to listen, communicate clearly, find the right person to help, and make sure the client feels heard. What We're Looking For You may be a great fit if you: Have 2+ years of customer service experience ; veterinary, medical, hospitality, or other fast-paced service experience is a plus. Genuinely enjoy working with people as much as you enjoy being around animals. Communicate clearly and professionally in person, over the phone, and through written messaging. Are comfortable learning new technology and navigating multiple systems throughout the day. Can prioritize when phones are ringing, clients are arriving, messages are coming in, and the medical team needs assistance. Pay attention to details and understand the importance of accurate client and patient information. Are comfortable discussing pricing and helping clients understand their options. Approach frustrated or emotional clients with patience and empathy. Take initiative rather than waiting to be told what needs attention. Enjoy being part of a team and are willing to jump in when someone needs help. Veterinary experience is helpful, but it isn't required. If you've worked in hospitality, healthcare, customer service, reception, or another high-energy environment and know how to make people feel genuinely cared for, we'd love to hear from you. What Success Looks Like at Tandem A great CSR doesn't simply answer phones and schedule appointments. You notice when someone has been waiting and make sure they know why. You remember the nervous dog who needs a little extra space in the lobby. You recognize when a worried pet owner needs reassurance. You communicate with the medical team before a small issue becomes a bigger one. And when the hospital gets busy, you're someone your teammates can count on. That's the level of service we're building at Tandem. Why Tandem? Tandem Vet Care is reimagining how veterinary care is delivered. We're building a modern, collaborative veterinary experience where technology, veterinary professionals, and exceptional customer service work together to make care easier for pets, clients, and the people providing it. We want team members who are excited to help us improve—not simply follow the way things have always been done. Benefits Competitive compensation Health, dental, and vision benefits Paid time off Continuing education opportunities Employee pet care discount Training and professional development Opportunities for growth as Tandem continues to expand Schedule & Location Full-Time On-site in Somerville, Massachusetts Weekday availability is required, with occasional weekend coverage based on hospital needs. Ready to Join Tandem? Send us your resume and tell us a little about yourself. Instead of a traditional cover letter, we'd love for you to answer one question in 2-3 sentences: Tell us about a great customer service experience you've had. What did that person or company do that made the experience stand out? We aren't looking for a perfect answer. We want to know what great service means to you. Tandem Vet Care is an equal opportunity employer.

Pay:

$17.00 - $22.00 per hour

Benefits:

401(k) Continuing education credits Dental insurance Employee discount Health insurance Paid time off Vision insurance

Work Location:

In person