Client Service Representative (CSR)

Position Summary:

The Client Service Representative (CSR) is the first point of contact for clients and plays a key role in creating a welcoming, organized, and efficient client experience. This position is responsible for managing client communication, scheduling, check-in/check-out processes, and supporting smooth hospital flow while maintaining a clean and professional reception environment.

Core Responsibilities:

Client Communication & Customer Service:

• Greet and assist clients in a friendly, professional manner
• Answer multiline phone system and respond to client inquiries
• Coordinate medical callback communications between the veterinary team and clients as needed
• Schedule, confirm, and manage appointments efficiently
• Communicate clearly regarding services, procedures, and hospital policies
• Handle client concerns with professionalism and escalate when appropriate
• Provide accurate information regarding patient care, services, and billing

Appointment & Hospital Flow Support:

• Check patients in and out for appointments
• Obtain patient weights and photos when appropriate
• Ensure appointment information is accurate and complete prior to clinical team handoff
• Support efficient daily schedule flow by communicating delays or changes
• Assist with managing client and patient flow, and wait times

Medical Records & Administrative Support:

• Enter and update client and patient information accurately in EMRs
• Process charges, payments, and invoices accurately
• Update reminders, callbacks, and client communications as needed
• Maintain organized and accurate client records

Team Support:

• Communicate effectively with DVMs, CVTs, Veterinary Assistants, and Boarding Care Teams
• Support smooth workflow between client-facing and clinical teams
• Assist with overflow tasks as needed to maintain hospital efficiency

Physical Requirements:

• Ability to stand, walk, and remain active throughout shifts
• Ability to lift and carry light supplies as needed
• Comfort working around animals, including those that may be stressed or ill

• Strong customer service and communication skills
• Ability to multitask in a fast-paced environment
• Professional, calm, and friendly demeanor under pressure
• Strong attention to detail and accuracy with records and billing
• Ability to work effectively as part of a team
• Comfort working in a veterinary hospital environment

Facility hours:

• Monday–Thursday: 7:30 AM – 8:30 PM
• Friday: 7:30 AM – 5:30 PM
• Saturday: 8:00 AM – 2:30 PM

Shifts will be scheduled within these hours and may include evenings and Saturdays as needed.