Jenny Roberts has spent years doing the invisible work that holds a veterinary practice together. As a customer service representative (CSR) at Partners Animal Hospital of Asheville, she's the person who answers the call when someone's pet might be in crisis, who notices the doctor hasn't called back, who makes sure the schedule doesn't quietly implode. In this conversation, Jenny talks about what the CSR role actually involves, why she fell into it by accident and fell in love with it by surprise, and what she's learned about meeting people — and herself — where they are. She also shares the phrase that guides her work with clients: everyone thinks they have the best dog, and none of them are wrong.
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