Full-Time Client Service Representative

About the role

VCA Durant Road Animal Hospital & Pet Resort is seeking a Client Service Representative to join our team. We are an AAHA-accredited small animal hospital in North Raleigh with a Pet Resort offering boarding, daycare, grooming, and spa services. The ideal candidate will enjoy working in a fast-paced, team-oriented environment and will be cross-trained throughout the hospital.

Responsibilities

• Welcome clients and their pets with warmth and professionalism.
• Answer multi-line phones and provide outstanding customer service.
• Schedule and confirm medical appointments, surgeries, boarding reservations, grooming appointments, and daycare visits.
• Escort clients and pets to exam rooms after obtaining an accurate weight.
• Process payments and confidently discuss estimates, invoices, and payment options.
• Educate clients on hospital services offered, our wellness program, preventive care, our online pharmacy for prescriptions, and products available for purchase.
• Manage medical records, digital correspondence, prescription requests, and client communications.
• Make outbound follow-up calls and assist with client retention and new client outreach.
• Collapse and check-in/check-out process for boarding, daycare, and grooming guests.
• Help maintain a clean, organized, and welcoming hospital environment, both inside and outside the facility.
• Work collaboratively with our veterinary team and Pet Resort staff to provide exceptional care and customer service.

Qualifications

• Friendly, positive, and genuinely enjoys helping people.
• Passionate about animals and their care.
• Organized with strong attention to detail.
• Comfortable multitasking in a busy environment.
• A dependable team player with excellent communication skills.
• Willing to learn and grow through cross-training opportunities.

Pay

Starting pay begins at $16.00/hour and is based on experience.

Schedule

The hospital hours are: Monday - Friday: 7:30 AM – 6:00 PM
Saturday: 7:30 AM – 2:00 PM
Sunday: Pet Resort boarding pick-up only from 3:00 PM – 4:00 PM (handled by our Pet Resort team)

Benefits

• Medical, dental, and vision insurance
• Paid vacation and sick time
• Paid parental leave
• 401(k)
• Free mental health resources and wellness subscriptions (Headspace and Lyra)
• Referral bonuses
• Employer-paid life, long- and short-term disability insurance
• Generous hospital discounts and product discounts
• Career development programs
• Veterinary Technician education tuition support and scholarships
• A supportive, collaborative team culture
• Growth & leadership opportunities
• Access to veterinary educational platforms