Lake Road Animal Hospital
  • Full Time
  • 3065 Lake Road, Horseheads, NY 14845
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Looking for a new direction? How about veterinary medicine?

Veterinary Customer Service Representative

Lake Road Animal Hospital is a small animal general practice that strives to provide an elevated standard of care to both patients and clients, even as we are fully "curbside".  We are currently looking to add another customer service representative to our team.  Our practice employs multiple Fear Free Certified Professionals and is a certified Cat Friendly Practice.  We shuttered our boarding facility last March, and are exploring opportunities to create a feline only space for exams and treatment in that facility.  We also offer some advanced orthopedic surgeries and pain/mobility management treatments.  Our practice focuses on preventative care to extend the lives of our beloved furbabies.

Mask wearing is required at all times while working and is a condition of employment.

Our ideal candidiate will have a solid history of customer service experience, but perhaps not in the veterinary industry.  We are looking for someone who understands that creating an experience for our visiting clients is the top priority of this position.  The ability to suspend personal judgement and be empathetic is essential.  Compassion for our clients is as important as compassion for our patients.  As the face of Lake Road Animal Hospital, the successful applicant will present a polished, professional, and smiling face no matter what chaos may be going on behind the scenes.  The successful applicant will be able to maintain positive interactions with clients experiencing a range of emotions.  In addition, the ability to have finanical discussions without judgement are required on a daily basis. Our practice offers a multitude of payment options, and our CSR team is primarily responsible for working with our clients to find the option that best meets the client's needs. 

Lake Road Animal Hospital is fully computerized and utilizes a wide range of technologies to improve our clients' experience.  It is imperative that applicants be comfortable with learning and utilizing a variety of computer programs.  The ability to trouble-shoot minor issues that inevitably arise whenever computers are utilized is plus, but we do have a dedicated IT company to assist us. 

Communication is vital in this position.  Clear communication in-person, over the phone, and through a variety of electronic methods is required.  This means that you MUST be able to spell and follow grammar rules.  You must have a pleasant phone voice and understand that smiles can be heard over the phone and through a face mask.  As the primary contact between our practice and the public your ability to listen to understand and then relay information to the team is vastly important.

A basic understanding of veterinary medicine is an advantage, but not necessary, as we will train the applicant that best meets the other skill criteria and meshes with our team.  

Cash handling and financial reconciliation of a cash drawer are required.  You must be able to make change accurately.  However, the vast majority of our financial transactions are now managed electronically, and cash is rarely handled.  We utilize text and email to pay platforms, and very much encourage our clients to pay via these methods rather than by cash or check.

This position entails minimal patient handling, but does require occasional movement of patients being admitted into the hospital for anesthetic procedures from parking lot to kennel.

Lake Road Animal Hospital has a culture that values every team member equally, encourages creative collaboration to ensure all opportunites are maximized, and likes to have fun while working.  Team building activities are incorporated into regular meeting times, and we take time to celebrate one another.  Team members are provided opportunites to add or improve skills with Continuing Education funds.  The leadership team of Lake Road Animal Hospital is dedicated to maintaining highly engaged team members, by ensuring that each person's strengths are utilized and growing edges are improved.  We have created an environment where it is safe (and encouraged!) to share your ideas.  Our team communicates with one another continually, and genuinely likes one another.  Protecting the integrity of our team is our top priority, and only candidiates that are positively rated by the team during an observational interview will be considered for the final offer for employment.  

This position can be tailored to a part time position if necessary to add the right person to the team.  Compensation is hourly based on customer service experience, and ranges from $12.50 to $15.00 per hour.  In addition, our practice has a monthly bonus structure in place for all team members who have successfully completed their 60 day probation period.  If practice growth goals are met each month, team members receive a bonus.  Paid Time Off (for vacation, sick , and personal time) is earned on an accrual basis after 60 days of employment.  Full-time team members enjoy paid holidays, including your birthday.  We have a simple IRA with 3% match, offer a fully paid monthly health subscription (we do not offer health insurance at this time, but hope to add this by mid 2021), and have an Employee Assistance Program.  We offer a pet care discount and a uniform allowance.  We have a team recognition app that allows team members to reward one another for modeling our core values.  Rewards earned can be redeemed for a wide variety of things from Amazon Gift Cards to Lake Road "swag".  Team schedules are flexible and rotate less desirable shifts equally among all team members.  

Position will require the ability to be on-site as early as 7 AM and as late as 8 PM weekdays (we have an early shift and a late shift daily).  In addition, rotating Saturdays from 7:30 AM to 2 PM are required.  The ability to lift and carry up to 35 pounds is necessary.  You will be exposed to loud noises and offensive odors on occasion, and are often responsible for cleaning the source of the odor!  General housekeeping duties are required including vacuuming, sweeping, and mopping.  

If you're interested in joining our team, apply here, email a cover letter and resume to Carrie Bowgren, Practice Manager at, or mail to 3065 Lake Road, Horseheads, NY 14845.  No application materials will be accepted in person as our office is closed to the public.  Do NOT call the practice to inquire about the status of your application, as we are already really, really busy with phones and clients coming to see us! (Also the reason we need to add a CSR!).  If you wish to check on the status of your application, please email Carrie directly at  If you call the practice, you will be eliminated from consideration.

The initial step in the interview process will be a phone interview with Carrie.  An outdoor or virtual interview will be scheduled with Carrie and our Lead Nurse if the phone interview is successful.  Finally, an observational interview will be scheduled for the final applicants so that the team may interact with you and you can see exactly what the job entails.





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