Customer Service Representative

About the role

Vet HQ is seeking an enthusiastic, motivated and experienced Customer Service Representative to join our growing team at our Double Bay practice. As the first and last point of contact for our clients, you will help create the five-star experience that sets Vet HQ apart. This is a pivotal role within our practice, working in a fast-paced environment where great service starts with great people.

Key responsibilities

• Answering and managing a busy multi-line phone system

• Scheduling appointments efficiently and effectively

• Delivering premium customer service at every client interaction

• Welcoming clients and patients on arrival and departure

• Maintaining accurate patient records and client communications

• Processing payments and financial transactions

• Supporting the veterinary and nursing teams with administrative tasks

• Contributing to the smooth day-to-day running of the practice

About you

• Has exceptional organisational and time management skills

• Thrives in busy environments and remains calm under pressure

• Can confidently multitask while maintaining a high level of accuracy

• Has excellent attention to detail

• Is solutions-focused and proactive

• Has a positive, "can-do" attitude

• Enjoys working as part of a collaborative team

• Takes ownership and accountability for their role

• Is committed to providing an outstanding client experience

• Previous experience in a receptionist, customer service or client-facing role

• Strong computer skills, including Microsoft Office

• Excellent verbal and written communication skills

• Professional presentation and phone manner

• Experience within a veterinary or medical practice (desirable)

• Experience using RX Works Practice Management Software (desirable)

About us

Vet HQ is a privately owned veterinary group committed to delivering the highest standard of patient care and providing clients with an exceptional customer experience. We are a progressive, multi-vet practice with a commitment to professional development, a positive culture, and creating an environment where our team can thrive.

Benefits

• Above-award salary and competitive remuneration

• Salary negotiable based on experience

• Ongoing professional development and training

• A supportive, high-performing team environment

• A positive workplace culture where your contribution is valued

• Staff wellness initiatives and a genuinely caring workplace

• The opportunity to work in a modern, progressive veterinary practice