Veterinary Contact Center Representative

Job DetailsJob Location: Oakdale, MN 55128Position Type: Full TimeSalary Range: $17.50 - $25.20 HourlyTravel Percentage: NoneJob Shift: Evening/SwingVeterinary Contact Center Representative  Your voice can make someone's worst day a little bit better.  When a pet owner calls an emergency animal hospital, they aren't just looking for information—they're looking for reassurance.  At Animal Emergency & Referral Center of Minnesota (AERC), our Contact Center Representatives are often the very first people clients speak with during some of the most stressful moments of their lives. Your calm voice, compassion, and ability to gather the right information help set the stage for exceptional emergency and specialty care.  If you enjoy helping people, solving problems, and thrive in a fast-paced environment, we'd love to meet you.  What You'll Do  As a Veterinary Contact Center Representative, you'll serve as the communication hub for our 24/7 emergency and specialty hospital.  Responsibilities include:  Answer incoming calls with professionalism, empathy, and confidence  Help determine the urgency of incoming emergency calls using established protocols  Gather patient information and accurately document client concerns  Route calls and messages to the appropriate medical team members  Assist clients with general hospital information, directions, and services  Respond to email inquiries and facilitate medical record requests  Support veterinarians and hospital staff by coordinating communication with clients  Maintain accurate documentation in the electronic medical record  No two calls are alike, and every shift offers an opportunity to make a meaningful impact. QualificationsWhat We're Looking For  We're looking for someone who is:  An exceptional communicator  Calm under pressure  Naturally empathetic  Organized and detail-oriented  Comfortable multitasking while maintaining accuracy  Passionate about helping both people and pets  Preferred Experience  Customer service or contact center experience  Veterinary, medical, or healthcare experience  Experience with multi-line phone systems  Familiarity with medical terminology  Why You'll Love Working at AERC  AERC is Minnesota's only locally owned emergency and specialty veterinary hospital. For more than 40 years, we've been providing advanced medical care while building a workplace where collaboration, learning, and compassion come first.  We offer:  A supportive, team-focused culture  Opportunities for growth and advancement  Extensive training and continuing education  The chance to make a real difference for pets and the people who love them  Schedule  Because pets need emergency care around the clock, our Contact Center operates from 7am to 1am every day, 365 days a year. Team members should be available to work a combination of days, evenings, weekends, and holidays based on department needs.  Every Call Matters.  Sometimes you'll help someone find the right specialist.  Sometimes you'll help a worried family stay calm until they arrive.  Sometimes you'll simply be the reassuring voice they needed to hear.  If that sounds like meaningful work to you, we'd love to hear from you.