Customer Service Representative

Who we are:

Flatbush Cats is a Brooklyn-based 501(c)(3) nonprofit working to reduce overcrowded animal shelters in New York City and prevent more cats from ending up on the street in the first place. What began as a grassroots rescue effort has grown into a citywide organization addressing the root causes through affordable veterinary care, access to spay/neuter services, and community outreach.

As an independent nonprofit—not backed by venture capital, private equity, or a corporate veterinary network—we make decisions based on our mission. We recruit team members who are passionate about expanding access to veterinary care and measure success by how many pets and families we can help, not production targets.

At the heart of our work is Flatbush Veterinary Clinic, a high-volume nonprofit clinic serving low-income pet owners, rescue organizations, and Trap-Neuter-Return (TNR) volunteers throughout Brooklyn. Each year, the clinic performs more than 7,500 spay/neuter surgeries—a number that continues to grow—while providing affordable wellness and dental care to thousands of pets.

By combining high-quality veterinary care with a commitment to accessibility, we're helping keep pets with their families while creating a city where more people and pets can receive the support they need.

What you’ll do:

Flatbush Cats is looking for a compassionate, organized, and customer-focused Customer Service Representative (CSR) to join our veterinary clinic team. As the first point of contact for clients, you'll play a key role in creating a welcoming, supportive experience for every person and pet who walks through our doors.

As a CSR, you'll greet clients, guide them through the check-in and check-out process, answer questions, schedule appointments, and ensure each visit runs as smoothly as possible. Working closely with our medical team, you'll help deliver exceptional service while supporting the day-to-day operations of our busy nonprofit veterinary clinic.

Work Schedule:

This is a full-time position with a four-day workweek, Tuesday through Friday, from 8:00 a.m. to 6:00 p.m.

What you’ll get:

Compensation

The hourly pay range for this role is $23.00–$30.00, based on experience.

Benefits

  • Comprehensive medical, dental, and vision insurance with 100% employer-paid premiums

  • Health Reimbursement Arrangement (HRA) fully funded to cover the plan deductible, with funding levels based on coverage tier (employee-only, employee + spouse, or family)

  • Flexible Spending Account (FSA) with optional employee enrollment

    • $500 annual employer contribution to the FSA, provided regardless of enrollment, plus an additional employer match of up to $500 for employees who enroll

  • 401(k) retirement plan with employer match: 100% match on the first 3% of contributions, plus 50% match on contributions up to 5%

  • Transit and parking benefit: $60 monthly employer contribution, applicable to either transit or parking at the employee’s discretion

  • Paid time off

  • Paid sick time

  • Paid holidays 

Responsibilities:

The Customer Service Representative will support several key areas of the clinic, including:

Client Experience

  • Welcome clients and their pets, creating a warm and positive first impression.

  • Answer incoming phone calls and respond to email inquiries.

  • Guide clients and their animals to the appropriate exam rooms.

  • Answer questions about clinic services and direct medical questions to the appropriate team members.

  • Deliver exceptional customer service throughout every stage of the client visit.

Scheduling & Front Desk Operations

  • Schedule, confirm, and manage client appointments.

  • Support the daily check-in and check-out process.

  • Coordinate client flow throughout the day to help ensure appointments run efficiently.

Billing & Administrative Support

  • Process payments and complete end-of-visit financial transactions.

  • Support expense tracking, payment processing, and invoicing.

  • Maintain accurate, organized, and up-to-date patient records.

Clinic Operations

  • Receive, unload, and stock incoming office and medical supplies.

  • Assist with maintaining an organized and efficient reception and front office area.

  • Perform other duties as assigned.

Qualifications:

  • Passion for the clinic’s mission and vision 

  • Create a warm and welcoming environment for all clients 

  • Communicate with clients in a respectful, nonjudgmental way 

  • Passionate about working with people and animals

  • Provide outstanding customer service

  • Greet clients, explain all service offerings, finalize intake forms, and guide clients throughout their visit

  • Utilize positive language and excellent communication skills

  • Incredibly organized and detail oriented

  • High comfort level around both cats and dogs

  • Flexible and willing to learn as the clinic changes and grows 

  • Proficient with computers, able to learn required software programs quickly

  • Team player who is excited to work with a small group of passionate individuals

  • Strong commitment to ethics and integrity

Physical Requirements 

  • Ability to remain standing or seated for extended periods throughout the workday.

  • Ability to bend, kneel, crouch, and reach throughout the day.

  • Ability to lift and carry up to 50 pounds, with assistance when appropriate.

Education & Experience 

  • High school diploma or equivalent preferred, but not required.

  • Previous customer service, receptionist, veterinary, medical office, or administrative experience preferred.

  • Experience working with animals is a plus, but not required.

Language:

  • Bilingual - English/Spanish (Required)