Client Service Representative

About the role

As a Client Service Representative (CSR) at HousePaws Mobile Veterinary Service, you will be the client’s first and last impression, ensuring all pet owners feel welcome, safe, and comfortable. CSRs are invaluable members of our hospital team, bridging the gap between pet owners and patient care in a supportive environment that encourages learning and professional growth.

Responsibilities

• Deliver exceptional customer service to pet owners in person and over the phone.
• Schedule and confirm appointments, maintain records, and organize front desk operations.
• Provide estimates and invoices for payment.
• Respond with compassion and empathy in stressful and emotional situations.
• Maintain a clean, stocked, and orderly lobby and front office area.
• Educate clients on wellness plans, food, and products sold in the waiting room.
• Perform opening and closing procedures, end-of-day reports, and deposits.
• Handle data entry for records, client questionnaires, referral information, etc.
• Distribute mail and ensure referral letters and lab results reach the correct veterinarians.
• Admit patients, ensuring they are weighed and all information is current.

Requirements

• 1-3 years’ experience in veterinary practice (or human medical practice) preferred.
• Computer proficiency (email, Word, Excel) and experience with front desk equipment (fax, credit card machine, copier, postage meter).
• Basic math skills for handling deposits, making change, and processing payments.
• General understanding of veterinary terminology and ability to communicate effectively with clients and the veterinary team.
• Ability to triage phone and waiting room situations to distinguish emergencies from routine visits.
• Excellent communication skills with clients and team members.
• Strong time management, problem-solving, and multitasking abilities.
• Enthusiastic team player with a patient, positive, and professional attitude.
• Ability to work seated for the majority of the day.

Benefits

• Company-sponsored Employee Assistance Program (Headspace).
• 401K with company match (eligible after 6 months of employment).
• Medical, dental, and vision insurance options.
• Long-term disability option.
• Team member discounts for pet care.
• Paid time off.
• Referral Bonus Program.
• DailyPay on Demand.