Client Service Representative

About the role

VCA Augustine Loretto Animal Hospital is seeking a Client Service Representative (CSR) to join our veterinary team. This position is ideal for someone who thrives in a fast-paced environment, enjoys helping people and their pets, and understands how strong communication, organization, and teamwork contribute to high-quality patient care.

Responsibilities

• Deliver exceptional customer service by warmly greeting clients, answering multi-line phones, and escorting clients and their pets to exam rooms
• Schedule, confirm, and manage appointments efficiently to support patient flow
• Place outbound calls for appointment reminders, follow-ups, and outreach to prospective clients
• Present, explain, and collect fees, including processing payments accurately and professionally
• Recommend, select, and process products and services, including prescription requests, in accordance with hospital protocols
• Answer client questions regarding products and services and provide education on general animal husbandry and non-medical pet care (e.g., heartworm prevention, flea and tick control, basic house training)
• Maintain accurate and organized medical records, charts, reports, and correspondence
• Communicate clearly and effectively with veterinarians and support staff to ensure continuity of care and excellent service

Qualifications

• Minimum of one year of customer service experience
• High School Diploma/GED or equivalent
• Strong verbal and written communication skills with an emphasis on active listening
• Compassion for pets and people, with the ability to remain calm, empathetic, and professional
• Sound judgment and decision-making skills in a fast-paced environment
• Ability to learn and apply new information to daily workflows and problem-solving
• Proficiency in Microsoft Office; experience with veterinary practice management software is a plus
• Availability to work non-traditional hours, including evenings, weekends, and holidays
• Able to lift up to 40 lbs. and work in an environment with exposure to animals, allergens, noises, odors, and other hazards associated with a veterinary hospital

Why VCA

We offer competitive compensation and a comprehensive benefits package, which may include: Medical, dental, and vision insurance, Paid vacation and sick time, 401(k) with employer contribution, Generous personal pet care and product discounts, Free mental health and wellness resources, Referral bonuses and career advancement programs

Benefits & Total Rewards

We offer competitive compensation and a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!