Customer Service Representative

About PetSet

PetSet exists to end animal homelessness by changing systems, not symptoms. Through strategic partnerships, accessible spay/neuter services, public policy initiatives, research, and innovative programs, PetSet works to create sustainable solutions that improve the lives of animals and the communities they call home.

Position Title:

Customer Service Representative (CSR)

Reports To:

Senior Programs Manager

Position Summary

The Customer Service Representative (CSR) serves as the primary point of contact for pet owners utilizing PetSet's Mobile Spay/Neuter Unit. This position is responsible for ensuring a positive client experience through appointment management, client communications, intake and discharge procedures, payment processing, recordkeeping, and administrative support.

This position is based on PetSet's Mobile Spay/Neuter Unit and requires regular travel to clinic locations throughout the Greater Houston region and surrounding communities. The CSR plays a critical role in helping PetSet deliver high-quality, accessible spay/neuter services directly in the communities where they are needed most, supporting the organization's mission to end animal homelessness.

The standard schedule is a four-day work week, aligned with the Mobile Spay/Neuter Unit's operating schedule. Flexibility is required to occasionally work additional days, evenings, weekends, or extended hours based on clinic needs, special events, community outreach activities, and organizational priorities.

This position requires exceptional customer service skills, strong attention to detail, and the ability to work efficiently in a fast-paced mobile clinic environment.

Essential Duties and Responsibilities

Client Services & Communication:

• Serve as the primary customer service contact for pet owners before, during, and after appointments.
• Answer phone calls, emails, text messages, and online inquiries regarding services, eligibility requirements, and appointment scheduling.
• Provide clear instructions regarding appointment preparation, transportation requirements, and post-operative care.
• Address client questions and concerns professionally and compassionately.
• Assist in resolving client issues and escalating concerns when appropriate.

Appointment Management:

• Schedule, confirm, and manage spay/neuter appointments through PetSet's scheduling system.
• Maintain appointment waitlists and assist with rescheduling when necessary.
• Monitor appointment attendance and communicate with clients regarding cancellations or no-shows.
• Verify eligibility requirements and required documentation.

Clinic Intake & Check-In:

• Welcome clients upon arrival and facilitate the check-in process.
• Verify client and pet information.
• Collect and review required consent forms and medical history information.
• Ensure all records are complete and accurate prior to surgery.
• Coordinate client flow to support efficient clinic operations.

Payment Processing & Recordkeeping:

• Collect registration fees and process payments.
• Issue receipts and maintain accurate financial records.
• Assist with reconciliation of daily transactions.
• Maintain confidential client and patient records in accordance with organizational policies.

Patient Discharge Support

• Assist veterinary staff with discharge procedures.
• Review discharge instructions with pet owners.
• Ensure clients receive all required paperwork, medications, and follow-up information.
• Document completed services and client communications.

Administrative Support

• Maintain clinic files, reports, and program records.
• Assist with data entry and reporting requirements.
• Support outreach efforts and community partner communications as needed.
• Help maintain inventory of administrative and client-facing supplies.

Mobile Clinic Operations:

• Travel to Mobile Spay/Neuter Unit service locations throughout the Greater Houston region and surrounding communities.
• Assist with setup and breakdown of mobile clinic operations.
• Support smooth daily clinic workflow alongside veterinary staff.
• Represent PetSet professionally at community events, partner sites, and clinic locations.
• Assist with logistical coordination to ensure efficient daily operations.

Qualifications

Required Qualifications:

• High school diploma or equivalent.
• Minimum of two years of customer service or administrative experience.
• Strong verbal and written communication skills.
• Excellent organizational and time-management abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office and web-based scheduling systems.
• Comfortable working with diverse populations and in community-based settings.
• Valid driver's license.
• Must have reliable transportation and the ability to travel regularly to mobile clinic locations throughout the Greater Houston region and surrounding communities.
• Ability to work outdoors and in varying conditions while supporting mobile clinic operations.

Preferred Qualifications

+ Previous experience in animal welfare, veterinary medicine, animal sheltering, rescue organizations, or related fields is a plus.

+ Bilingual (English/Spanish) is a plus.

+ Experience handling cash, payments, and client records.

+ Familiarity with veterinary software or scheduling platforms.

+ Experience using Clinic HQ or similar veterinary appointment and practice management software is a plus.

Knowledge, Skills, and Abilities

• Exceptional customer service and interpersonal skills.
• Ability to remain calm and professional during stressful situations.
• Strong attention to detail and accuracy.
• Ability to maintain confidentiality.
• Commitment to PetSet's mission and values.
• Ability to work independently and collaboratively as part of a team.

Working Conditions

• Work is performed both inside the Mobile Spay/Neuter Unit and at community service locations throughout the Greater Houston region.
• Frequent local travel is required.
• Position is generally scheduled for a four-day work week.
• Flexibility to occasionally work additional days, evenings, weekends, or extended hours as needed to support clinic operations, special events, and community outreach activities.
• Frequent standing, walking, bending, and lifting up to 25 pounds.
• Exposure to animals in a clinical environment.
• Ability to work in varying weather conditions while supporting mobile clinic operations.

Pay: $22.00 - $24.00 per hour

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person