Client Service Representative

Customer Service Representative (CSR) Full Time (30-40 hours per week)

VCA Woodland Animal Hospital

Position Summary

The Customer Service Representative (CSR) is often the first and last point of contact for our clients and plays an essential role in creating an exceptional experience for every client and patient who enters our hospital.

The CSR serves as a key connection between our clients and the medical team. This position requires excellent communication, organization, professionalism, compassion, and the ability to manage multiple priorities in a busy veterinary hospital environment.

Our CSRs are expected to take ownership of the client experience from the initial phone call through checkout and follow-up. Successful team members are welcoming, dependable, solutions-focused, comfortable receiving feedback, and committed to supporting both clients and coworkers.

Essential Responsibilities

Client Service & Communication

• Greet every client and patient promptly, warmly, and professionally.
• Provide compassionate and respectful service during both routine and emotionally difficult situations.
• Answer incoming telephone calls promptly and professionally.
• Listen carefully to client concerns and gather accurate information to determine the appropriate next steps.
• Communicate clearly with clients regarding appointments, hospital processes, general policies, and expectations.
• Maintain professionalism when working with upset, frustrated, or emotional clients and involve hospital leadership or the medical team when appropriate.
• Help create a welcoming, organized, and supportive environment for clients and patients.
• Protect client and patient confidentiality at all times.

Appointment Scheduling & Confirmations

• Schedule appointments accurately according to hospital scheduling guidelines and doctor preferences.
• Understand the different appointment types and ensure the appropriate amount of time and resources are scheduled.
• Confirm appointments according to hospital procedures.
• Contact surgery and sedation clients directly to review drop-off times, fasting instructions, medication instructions, and other information provided by the medical team.
• Partner with the medical team in real time when questions arise regarding medical instructions.
• Support advanced/future booking by helping clients schedule recommended follow-up care before leaving the hospital and through outbound client communication.
• Identify opportunities to schedule overdue or recommended services while assisting clients.

Client & Patient Records

• Maintain accurate and complete client and patient information within the hospital's practice management system.
• Document client communications clearly and appropriately.
• Update contact information, patient information, alerts, and other account details as needed.
• Review records and account information carefully before making changes.
• Follow hospital procedures regarding ownership changes, account access, confidentiality, and client authorization.

Check-In & Check-Out

• Prepare for scheduled appointments and anticipate client and patient needs.
• Check clients and patients in accurately and notify the appropriate medical team members of their arrival.
• Review invoices and charges carefully during checkout.
• Collect payment according to hospital policies.
• Schedule recommended follow-up appointments before the client leaves whenever possible.
• Provide clients with applicable discharge information, receipts, medication information, and other materials as directed by the medical team.
• Maintain appropriate cash-handling and register procedures.

Pharmacy & Prescription Support

• Assist with prescription and food pickup according to hospital procedures.
• Ensure prescriptions are properly completed and ready before providing them to clients.
• Communicate prescription requests to the appropriate medical team members.
• Promote appropriate home-delivery options when available.
• Follow established procedures for medications that have not been picked up.
• Never provide medical advice outside the scope of the CSR role; questions regarding medications, treatment, or medical recommendations should be directed to the appropriate medical team member.

Teamwork & Communication

• Work collaboratively with CSRs, veterinary assistants, technicians, doctors, supervisors, and hospital leadership.
• Communicate respectfully and professionally, including during stressful or high-volume periods.
• Maintain a positive and solutions-focused approach when challenges arise.
• Ask questions when expectations or instructions are unclear rather than making assumptions.
• Communicate important client or patient concerns to the appropriate team member promptly.
• Accept coaching and feedback professionally and demonstrate improvement when opportunities are identified.
• Help teammates when workload permits, regardless of whether the task falls within the individual's immediate assignment.
• Contribute to a workplace where team members feel comfortable asking questions, sharing concerns, and requesting assistance.

Hospital Appearance & Client Experience

Every team member contributes to the client's perception of our hospital. CSRs are expected to:

• Maintain a clean, organized, and professional front desk and lobby.
• Monitor the lobby throughout the day and address cleanliness or safety concerns promptly.
• Keep counters and client-facing workspaces organized.
• Pay attention to the overall client experience, including wait times, communication, cleanliness, and client comfort.
• Take initiative when something needs attention rather than waiting to be asked.

Professional Expectations

Customer Service Representatives are expected to

• Arrive on time and be ready to begin working at the scheduled start of the shift.
• Maintain reliable attendance.
• Follow established hospital policies, procedures, and safety standards.
• Complete assigned responsibilities accurately and within expected timeframes.
• Use downtime productively by completing assigned tasks, client outreach, advanced-booking calls, cleaning, training, or assisting other team members.
• Maintain appropriate professional boundaries and confidentiality.
• Use respectful language and professional communication in person, by telephone, email, text, and internal messaging platforms.
• Avoid gossip, disruptive behavior, or communication that negatively impacts the team environment.
• Demonstrate flexibility as hospital and client needs change throughout the day.
• Take accountability for mistakes and participate in finding solutions.
• Seek assistance when unsure rather than risking inaccurate information or an avoidable client or patient concern.

Knowledge, Skills & Abilities

• Successful candidates should demonstrate: Excellent verbal and written communication skills.
• Strong customer-service and interpersonal skills.
• Compassion for animals and the people who care for them.
• Ability to remain calm and professional in a fast-paced environment.
• Strong attention to detail.
• Ability to prioritize multiple responsibilities simultaneously.
• Good judgment and problem-solving skills.
• Ability to work effectively as part of a team.
• Comfort using computers, phones, scheduling systems, email, and other technology.
• Ability and willingness to learn veterinary terminology, hospital procedures, and basic information regarding veterinary services.
• Ability to receive feedback and adapt to changing expectations and processes.

Physical & Work Environment Requirements

The CSR position requires the ability to work in an active veterinary hospital environment. Responsibilities may require:

• Sitting or standing for extended periods.
• Frequent computer and telephone use.
• Bending, reaching, and moving throughout the hospital.
• Occasional lifting or carrying of supplies, pet food, or other materials within applicable safety guidelines.
• Exposure to animals of varying sizes, temperaments, and health conditions.
• Exposure to emotionally difficult situations, including seriously ill patients and end-of-life care.
• What Success Looks Lik