Customer Service Representative

Cumberland Animal Clinic, a Rarebreed Hospital, is a spacious and welcoming clinic located in Cumberland, Maine. We are a two-doctor practice with a wonderful team of LVTs and Veterinary Assistants, focused on building lasting relationships with our clients and patients. Our team culture emphasizes communication, continuing education, and fun!

Our services include a fully stocked in-house veterinary pharmacy, online pharmacy, extensive in-house laboratory diagnostics, house call capabilities, ultrasound, dental radiographs, therapeutic laser therapy, and emergency care. We are seeking a strong and compassionate custom service representative to join our team and support or goal of providing excellent care to our patients and their people!

Customer Service Representatives (CSRs) in our veterinary clinic are the first point of contact for clients and play a key role in creating a welcoming, professional experience for both pets and their owners. Responsibilities include answering phones, scheduling appointments, managing client and patient records, and ensuring smooth check-in and check-out processes. CSRs communicate clearly with clients about services, policies, estimates, and discharge instructions while relaying important information to the medical team. The role requires strong multitasking skills, attention to detail, and the ability to remain calm and compassionate in fast-paced or emotional situations. Successful candidates are team-oriented, comfortable with computer systems and payment processing, and committed to maintaining confidentiality and organization at the front desk.

Core Job Responsibilities

Client Interaction 
Greet clients and their pets in a friendly, professional manner.
Answer phones promptly, handle appointment bookings, cancellations, and changes.
Respond to client inquiries via phone, email, text, or in person.
Communicate clinic policies clearly, including payment, booking, cancellation, and medication instructions.

Appointment Management 
Schedule appointments accurately and manage the clinic calendar.
Send appointment reminders and follow-ups as needed.
Collect and update client and patient information in the clinic’s software system.
Check-In/Check-Out.
Prepare client files and patient records for visits.
Process payments, including check-out with invoices, estimate discussions, and handling transactions.
Schedule follow up appointments based on documented medical recommendations.

Support Clinical Team 
Communicate updates and messages from clients to veterinary staff.
Help maintain cleanliness and organization in reception and waiting areas and exam rooms.

Skills & Qualities Expected  
Professionalism
A positive attitude and calm demeanor—especially with stressed clients or emergency situations.
Empathy and compassion for both animals and their owners.

Communication 
Clear verbal and written communication skills.
Ability to explain procedures and policies in plain language.
Good listener and patient with repeat questions.

Organization & Multitasking 
Manage multiple tasks at once without losing accuracy.
Prioritize urgent calls or situations appropriately.

Technical Skills 
Quick learner with computer systems and scheduling software.
Comfort with POS (point-of-sale) systems and basic office tech.

Animal Related Awareness 
Familiarity with basic veterinary terminology (or willingness to learn).
Understanding the flow of the clinic so clients get accurate guidance.

Behavioral Expectations 
Maintain confidentiality of patient and client information.
Follow clinic policies, safety, and sanitation guidelines.
Be a team player—support technicians, veterinarians, and other staff.
Handle conflicts or complaints professionally, escalating when needed.

Benefits 
Great pay and 401K with 100% company match of up to 3%, and a 50% match for the 4th and 5th%
Employee Referral Program
Continuing education yearly allowance for skills development
Certification fees reimbursement (eligible employees only)
Uniform allowance and Employee Assistance Program (EAP)
Pet Care: Discounts on veterinary services and products

Please email your resume to Molly McDuffie at mmcduffie@cumberlandanimal.com or contact our clinic directly with your interest.
Cumberland Animal Clinic
216 Greely Rd
Cumberland, ME 04021
(207) 829-5078