Thrive Pet Healthcare · 2 days ago
Veterinary Customer Service Representative - Lead
Kahului, HI
Full-time
Onsite
Mid, Senior Level
$20/hr - $22/hr
2+ years expThrive Pet Healthcare is seeking an experienced full-time Lead Veterinary Customer Service Representative to join the Central Maui Animal Clinic team, the only 24-hour Emergency Veterinary Facility on Maui. The role focuses on providing outstanding client service, managing communication between clients and staff, and ensuring the efficient operation of the clinic.
Health CareHospitalMedicalPetVeterinary
Responsibilities
Operates a multiple-line telephone system. Answers incoming lines, places callers on hold, transfers calls, and pages staff members. Takes and routes messages for veterinarians and staff members
Follows established hospital guidelines for communicating with clients in different types of situations, such as general inquiries, scheduling appointments, routine and non-routine medical questions, patient emergencies, and prescription refills
Handles basic questions regarding hospital services, fees, and animal care and treatment in accordance with hospital policies. Appropriately directs other questions and communication to a veterinarian, Practice Manager, or other staff member
Communicates with clients as needed regarding invoices and the medical status of their pets
Maintains knowledge of current wellness-care standards and common medical problems
Schedules appointments to meet the clients’ needs and most efficiently use veterinarians’ and staff members’ time
Accurately enters and retrieves records and reports, enters fees and charges, and maintains the database
Assists staff with cleaning and straightening the public areas of the practice, including the front desk, reception area, client restrooms, and exam rooms
Serves as a representative of the hospital, displaying courtesy, tact, consideration, and a positive attitude in all interactions with clients, patients, and other staff members
Demonstrates initiative in everyday duties by seeking other work during down times, assisting other employees, and filling in for other employees as needed
Performs other duties as directed
Create and foster a respectful and inclusive team environment and culture by welcoming and celebrating differences to ensure a supportive, productive, and engaging experience for team members resulting in positive engagement scores and low turnover rates
In coordination with clinic’s leadership (Practice Manager, Medical Director, Leads, etc.) help sustain an environment that supports team members in doing their jobs well, ensuring each team member receives the prescribed training and feedback, and meets the required qualifications for their position through coaching peak levels of productivity, efficiency, and teamwork
Engage in the team's wellbeing, focus on personal connections and check-ins to best understand, and implement the appropriate level of support resulting in positive job satisfaction scores
Address all team member concerns and issues, following up and communicating with Practice Manager
Address emergent issues, including client escalations and urgent requests to ensure positive client satisfaction scores, following up and communicating with Practice Manager
Act as the Thrive Ambassador to the clinic team by educating, modeling, and supporting company initiatives to ensure engagement and compliance with all programs
Qualification
Required
Prior experience working as a veterinary CSR/receptionist
Possess a high level of customer service, multi-tasking, and communication
Availability to work all shifts, including evenings and weekends
Ability to routinely lift 40+ pounds; ≥ 50 pounds with assistance
Frequent/extended standing, kneeling, bending, crouching, reaching - often in awkward positions
Exposure to all types of hazard situations/chemicals, including, anesthetic and sterilant gases, radiant energy, infectious diseases, potentially irritant cleaning solutions, potentially aggressive animals
Reliable attendance and punctuality
Preferred
prior experience as a lead/supervisor or management position
At least two years' recent experience in an office or medical environment, with increasing responsibilities
Benefits
Medical
Dental
Vision
401k
Life insurance
Fantastic pet benefits
Company
Thrive Pet Healthcare
Thrive Pet Healthcare offers routine wellness, emergency and speciality care, surgery, boarding, and grooming services for pets.
5001-10000 employees
H1B Sponsorship
Thrive Pet Healthcare has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (3)
Funding
Current Stage
Late StageTotal Funding
$386MKey Investors
TSG Consumer Partners
2025-03-31Debt Financing· $350M
2023-07-12Private Equity· $36M
Leadership Team
Tad Stahel
Chief Executive Officer
Joseph Mazzarella
Chief Technology Officer
Recent News
2025-11-21
Company data provided by crunchbase