Weekend Client Service Representative

Job Summary:

As a Client Service Representative (CSR) in our emergency and specialty veterinary hospital, you will be the first point of contact for pet owners during some of their most stressful and emotional moments. You will play a critical role in triaging calls, managing patient intake and discharge, and supporting both the veterinary team and clients with compassion, efficiency, and professionalism.

Key Responsibilities:

• Greet clients and patients with empathy, urgency, and professionalism.

• Triage incoming calls and determine appropriate response based on emergency protocols.

• Facilitate intakes and communicate wait times or critical patient needs to medical staff.

• Gather and verify client and patient information; ensure accurate and timely data entry.

• Communicate with veterinary staff to facilitate timely and effective patient care.

• Manage emotionally charged situations with compassion and clarity.

• Process payments, estimates, invoices, and medical records.

• Maintain cleanliness and order in the reception and lobby areas.

• Assist with patient discharges.

• Act as a liaison between the veterinary team and clients during emergencies and overnight stays.

Qualifications:

• High school diploma or equivalent required.

• Prior experience in a veterinary, emergency, or medical reception environment preferred.

• Excellent communication and interpersonal skills, especially under pressure.

• Ability to stay calm, focused, and compassionate during emergency situations.

• Familiarity with veterinary terminology and emergency triage protocols is a plus (training provided).

• Comfortable working weekends and holidays as part of a 24/7 care team.

• Proficiency with veterinary software (Instinct) is a plus.

Physical Requirements:

• Ability to sit, stand, or walk for extended periods.

• Capable of lifting up to 40 lbs.

• Comfortable working in a fast-paced, emotionally charged environment with sick or injured animals.

Benefits:

• Competitive hourly pay and shift differentials for nights and weekends

• Medical, dental, and vision insurance available

• Paid time off and holiday pay

• Employee pet care discounts

• Training and advancement opportunities