Know Their Name. Remember Their Story. | Full-Time Client Service Representative

Job Description

Job Description

Description:

 

Make Every Person Feel Like the Only PersonFull-Time Client Service Representative

You remember they went on vacation last week and ask how the trip was.

You know the dog's name before they reach the front desk.

You remember that their cat hates the carrier, that their new puppy has been keeping them up at night, and that the lab results they're waiting for have been weighing on them all morning.

That's client service at Main Street.

We're looking for a full-time Client Service Representative who understands that taking care of pets also means taking really good care of their people.

You set the tone.

Our Client Service Representatives are often the first voice a client hears and the first face they see when they walk through our doors.

You'll answer phones, schedule appointments, coordinate with our medical team, manage records, process payments, solve problems, and keep a lot of moving pieces moving in the right direction.

But what makes someone exceptional in this role isn't how quickly they can answer a phone.

It's how they make people feel.

It's giving someone your attention even when you have six other things competing for it.

It's recognizing when the person calling is worried and slowing down enough to really listen.

It's celebrating the new puppy walking through the door and showing compassion to the family leaving without their best friend.

It's remembering that there is a person on the other side of every interaction, and making them feel like, for that moment, they are the only person who matters.

Who thrives here?

Someone who genuinely likes people.

Yes, loving animals helps. But this role is about building relationships with the humans who love them.

We're looking for someone warm, friendly, personable, organized, and comfortable communicating throughout the day. Someone who listens, notices details, thinks, problem-solves, and follows things through.

We believe in owning the outcome:

If you see it, start it.
If you own it, finish it.
If you need help, ask.
If something changes, communicate.

You don't need to have every answer. You do need to care enough to help find it.

You'll have a team behind you.

Main Street Veterinary Hospital is a privately owned, AAHA-accredited small animal hospital in Cornelius, NC. Our owners work alongside us, and our client service, medical, leadership, boarding, and grooming teams work together every day.

There are busy days. Emotional days. And days when the phone seems determined to ring the second you finish another call.

But there are also clients who know your name.

Pets you've watched grow from puppies and kittens into seniors. Families you've known for years. Coworkers who know when you need another set of hands. People who make you laugh. And moments when you realize something small you did made someone's difficult day a little easier.

You might love it here if...

You're a people person who also happens to love pets.

You're warm and efficient. You notice details. You remember things. You listen.

You'd rather solve a problem than pass it along.

You can stay kind when someone else is having a hard day.

You enjoy learning, appreciate feedback, and want to become really good at what you do.

And when a teammate is getting buried, your instinct is to ask, "What can I do?"

If that's how you take care of people, we'd really like to meet you.

Because at Main Street, people may come through our doors because they love their pets. We want them to leave knowing we care about both.

Requirements:

 

What We're Looking For

Previous customer service, veterinary, medical, hospitality, or other client-facing experience is preferred. Veterinary experience is a plus, but we're also interested in exceptional customer-service professionals who are excited to learn veterinary medicine.

Experience with Covetrus Pulse practice management software is a big plus!

Skills & Experience

Our Client Service Representatives should be comfortable with:

• Providing warm, professional service in person, by phone, and electronically
• Managing phone calls, appointments, messages, and client needs with accuracy and attention to detail
• Listening carefully, asking the right questions, and gathering the information needed to determine next steps
• Scheduling appointments appropriately and communicating effectively with our medical team
• Handling payments, medical records, and confidential client information
• Prioritizing multiple needs while making the person in front of you feel like they have your full attention
• Navigating difficult or emotional conversations with compassion and professionalism
• Learning veterinary terminology, hospital services, and scheduling protocols
• Using technology confidently and learning new software
• Following through and taking ownership from beginning to end

The Person We're Looking For

Skills can be taught. How you make people feel matters.

We're looking for someone who is:

• Warm, personable, friendly, and genuinely enjoys helping people
• A clear and confident communicator
• Organized, dependable, and attentive to details
• Curious and comfortable asking questions
• A problem-solver who looks for the next step rather than simply passing something along
• Able to receive feedback, learn, and adapt
• Calm and professional when things get busy
• Compassionate during difficult or emotional moments
• A team player who notices when someone needs help and jumps in
• Someone who takes pride in remembering the little things, because the little things are often what people remember most

Physical & Scheduling Requirements

This is a full-time, on-site position. The role requires frequent computer and telephone use, periods of sitting and standing, and the ability to move throughout the hospital as needed.

Regular and dependable attendance is essential. Scheduling may include varying shifts based on hospital needs.

Most Importantly

You don't need to know everything about veterinary medicine on your first day.

We can teach you our software. We can teach you veterinary terminology. We can teach you how Main Street works.

What we need you to bring is warmth, curiosity, good judgment, dependability, and a genuine desire to take care of people.

Know their name. Remember their story. Make them feel like they're the only person who matters.

We'll teach you the rest.