Veterinary ER Client Service Representative - Mid Shift Opportunity Available

Client Service Representative (CSR)Help Clients. Support Pets. Make a Real Impact.Looking for meaningful work? Come join our front desk!Anne Arundel Veterinary Emergency Clinic (AAVEC) has been delivering outstanding patient care for over 30+ years. Located just five minutes from downtown Annapolis, our state-of-the-art emergency and referral center is open 24 hours a day, 7 days a week, 365 days a year.We are proud to have a large, collaborative team that includes over 20+ veterinarians, 50+ technicians, 20+ assistants, and 15+ client service representatives. In addition to our emergency and critical care services, we work alongside on-site specialists in Neurology, Cardiology, Internal Medicine, Oncology, Surgery, Ophthalmology, and Rehabilitation.We are currently seeking a compassionate and experienced Client Service Representative (CSR) to join our front desk team, with an opening for mid shift.Who You AreYou're the calm in the storm. You communicate clearly, think quickly, and understand that a kind word or steady tone can make all the difference for a client in crisis. You take pride in creating a positive, professional experience—even when things get hectic. You're highly organized, detail-oriented, and able to juggle multiple responsibilities without losing your sense of empathy or composure.What You'll DoGreet clients warmly and professionally—both in person and over the phoneTriage incoming calls using a multi-line phone system, assess urgency, and respond to inquiries promptly and accuratelyEvaluate arriving cases to help prioritize patient careClearly explain treatment plans, next steps, and associated costsAct as a communication link between clients, clinicians, and referring veterinariansProcess payments and financial transactions accurately and with discretionMaintain and update electronic medical records and patient documentationProvide emotional support and guidance—especially during sensitive or end-of-life situationsFacilitate smooth check-in, update, and discharge processesHandle client concerns and complaints with empathy and professionalismMaintain a clean, welcoming, and organized lobby/waiting areaCollaborate with fellow CSRs to ensure seamless team coverage and supportWhat We're Looking ForVeterinary experience or a minimum of 2 years of high-level customer service experience (experience in fast-paced, emotionally demanding environments strongly preferred)Self-motivated and able to work independently without constant supervisionSkilled at multitasking and communicating clearly under pressureStrong attention to detail and confidence working with sensitive or confidential informationTech-savvy and quick to learn veterinary-specific software systemsProfessional demeanor with experience in de-escalating tense or emotional situationsFlexible, adaptable, and eager to learn and grow in a fast-paced environmentAvailability to work weekends and holidays as part of a rotating scheduleAvailable ShiftMid Shift: 12:00pm – 10:00pmCSRs work four 10-hour shifts per week, allowing for an extra day off and improved work-life balance. While schedules are not fixed, hours remain consistent. Team members hired for day shifts will remain on day shift schedules. Specific days may vary slightly based on the needs of the clinic.Why Work at AAVEC?At AAVEC, we know that veterinary medicine is a team sport—and we couldn't do what we do without the dedication, talent, and compassion of our staff. That's why we work hard to create an environment where our people feel valued, supported, and inspired.We're not just co-workers—we're a team, and we take care of each other like one. From the front desk to the ICU, everyone plays a critical role in the care we provide. And because we know this work is both meaningful and challenging, we make sure to recognize and celebrate our team throughout the year.Here's just a glimpse of what makes AAVEC a great place to be:Quarterly staff events & team-building activities (Staff Olympics, Pumpkin Decorating Contests, Secret Santa, and more)Celebrations for milestones, achievements, and everyday winsFestive hospital-wide decorations during Mardi Gras, Halloween, St. Patrick's Day, and beyondCommunity giving on behalf of our team to causes like the SPCA, Breast Cancer Awareness, and Suicide PreventionA culture that prioritizes kindness, growth, and mutual respectWhether you're on the phones, supporting clients, or helping navigate emergencies, your work here truly matters—and we make sure you feel that every step of the way.BenefitsWe offer a comprehensive benefits package designed to support and reward our team members:Competitive hourly pay (commensurate with experience)Four 10-hour shifts per week for improved work-life balanceShift differential for afternoons, evenings and overnight hoursHoliday payMedical, Dental, and Vision InsuranceEmployee Assistance Program (EAP)Short-Term, Long-Term Disability & Life InsuranceReferral ProgramPaid Time Off (PTO)401(k) with employer matchGenerous employee pet care discountCompany paid uniformsOpportunities for training and career developmentA close-knit, collaborative, mission-driven teamJoin us and make a difference—one client, one pet, one moment at a time.