Client Service Representative

Location: Berlin, Maryland (minutes from Ocean City beaches!)

Position Type: Full-time

Why You’ll Love Working With Us

At VCA Delmarva, we don’t just care for pets; we care for the people who love them. As our CSR, you are the face of our hospital, the voice of comfort, and the ultimate "service extraordinaire" who holds our daily operations together. When you join our team, you get:

• The Best of Both Worlds: Enjoy the warm, collaborative feel of a local 2-doctor practice, backed by the support, training, and security of the VCA Animal Hospitals network.
• Unbeatable Benefits:
  • Comprehensive Medical, Dental, and Vision insurance.
  • 401(k) retirement plan with company match.
  • Generous pet care discounts for your own furry family members.
  • Paid time off (PTO), holiday pay, and a 4 days on/3 days off work week.
  • Life insurance, disability, and employee wellness programs.
  • Unlimited opportunities for career growth, continuing education, and leadership development.
• A Dream Location: Spend your days off exploring historic Berlin's vibrant dining and shopping scene, or relaxing on the boardwalk in nearby Ocean City.

Responsibilities

As our primary coordinator, you make the magic happen. You aren't just answering phones—you are guiding pet parents through their veterinary journey. Your day-to-day will include:

• Creating Warm Welcomes: Greeting clients and their pets with energy and empathy, making them feel at home the moment they step through our doors.
• The Hub of Communication: Scheduling appointments, managing medical records, answering client questions, and making friendly outbound follow-up calls.
• Education & Advocacy: Helping clients understand the value of preventative care, recommending essential products (like flea/tick and heartworm prevention), and explaining treatment plans and fees with clarity and transparency.
• Collaborative Care: Partnering directly with our skilled veterinarians, vet techs, and management team to ensure a seamless, high-quality experience for every patient.

Requirements

Our CSRs come from all walks of life! Whether your background is in retail, hospitality, restaurant service, medical administration, sales, or call centers, your transferable skills are highly valuable to us. We are looking for someone who brings:

• Customer Experience: At least 1 year of experience in a customer-facing role.
• A Warm Heart: Genuine compassion for both pets and the people who love them.
• Excellent Communication: Strong listening, speaking, and basic computer skills (proficiency in MS Office is a plus).
• A Positive Attitude: High energy, adaptability, and a proactive problem-solving mindset.
• Flexibility: A willingness to work dynamic hours (including some evenings, weekends, and holidays) to ensure our patients always have care when they need it.
• Physical Comfort: The ability to stand for periods, lift up to 40 lbs, and comfortably work in a lively animal care environment (where you'll encounter wagging tails, occasionally loud barks, and standard pet care tasks).

Pay

$16.00 - $20.00 / hour (based on experience)

Benefits

• Comprehensive Medical, Dental, and Vision insurance.
• 401(k) retirement plan with company match.
• Generous pet care discounts for your own furry family members.
• Paid time off (PTO), holiday pay, and a 4 days on/3 days off work week.
• Life insurance, disability, and employee wellness programs.
• Unlimited opportunities for career growth, continuing education, and leadership development.

Schedule

4 days on / 3 days off work week, including some evenings, weekends, and holidays.