Client Service Representative / Veterinary Receptionist

About Us

VCA Animal Specialty & Emergency Center (ASEC) is a multi-specialty and emergency veterinary practice located in West Los Angeles. With over 15 years in the community, we provide exceptional veterinary care and a wide range of specialized services, including Emergency & Critical Care, Surgery, Internal Medicine, Oncology, Diagnostic Imaging (CT, Fluoroscopy), and Cardiology.

About the Role

As a Customer Service Representative (CSR) at VCA ASEC, you will be the face of our hospital, building trust with clients and ensuring pets receive top-notch care. You play a vital role in supporting clients during challenging times, enabling our doctors to perform at their best, and elevating our customer service standards.

Responsibilities

• Warmly greet clients in person or over the phone.
• Handle telephone calls, texts, emails, WOOFware, and Teams messages.
• Manage patient check-ins, appointment scheduling, and confirmations.
• Explain treatment plan fees and invoicing to clients.
• Provide information about our products and services, including educating clients on medical vs. non-medical pet care.
• Offer alternate payment methods to clients.
• Manage patient records for appointments and oversee electronic medical records, reports, and correspondences.
• Ensure appointments, medical records, and electronic payments are well-organized.
• Demonstrate a commitment to continuous learning in veterinary administration with a strong focus on customer service.
• Make quality decisions to choose the most appropriate course of action.
• Develop and maintain excellent listening and communication skills with management, doctors, clients, and associates.
• Participate in webinars and other continuing education opportunities to expand your knowledge and skills.

Requirements

• 3+ years of experience in client service.
• Reliability and strong attention to detail.
• Desire to exceed client expectations of service.
• Previous experience in the medical field, with veterinary medicine experience (especially specialty medicine) being a plus.
• Compassion for pets and people.
• Ability to thrive in a fast-paced environment and manage well under pressure.
• Exceptional communication skills.
• High emotional intelligence.
• Responsible, honest, and accountable.
• Computer literacy and ability to multi-task.
• Able to work weekdays, weekends, and some holidays.

Benefits

• Medical, dental, and vision insurance.
• 401(k) retirement plan with matching.
• Paid vacation, holidays, and sick days.
• Health savings account (HSA).
• Life insurance and parental leave.
• Employee assistance program.
• Generous employee pet care discounts.
• Professional development assistance and referral program.

Pay

$19 to $24 per hour, negotiable based on education, experience, and other relevant credentials.

Schedule

• Full-time, 10-hour shifts (4-day work week).
• Weekends and some holidays required.