Client Service Representative

Job Description

At Upleash Veterinary Hospital, we provide advanced, relationship-centered care that honors pets and their owners alike. Our locally owned practice is built to restore trust, connection, and clarity to the veterinary experience. By combining rigorous medical expertise with personal service, we are re-centering our profession around what matters most: compassion, transparent communication, and care at both ends of the leash.

Job Summary:

As the face of Upleash, the Client Service Representative (CSR) welcomes clients, manages the clinic schedule, and guides the customer experience from arrival to checkout. Working closely with the Hospital Manager, the CSR provides crucial administrative support to keep the hospital running efficiently and ensures every client leaves with a great impression.

Duties and Responsibilities:

• Acts as the primary face and voice of Upleash Veterinary Hospital, greeting clients and patients warmly upon arrival.
• Manage the appointment calendar, optimizing the schedule to maximize patient care and clinic efficiency.
• If triage over the phone is necessary, they will consult with a doctor or technician to determine the urgency of medical cases and routing them appropriately to the medical team.
• Assist the Hospital Manager with daily administrative duties, including filing, managing medical records, and data entry.
• Process client payments and manage the check in/check out process.
• Communicate medical instructions and follow-up reminders to clients as directed by the Veterinary Team.
• Maintain the cleanliness and professional appearance of the lobby, front desk area, coffee room and front restrooms.
• Perform other related duties as assigned.

Required Skills and Abilities:

• Excellent verbal and written communication skills with focus on empathy and professional phone etiquette.
• Excellent interpersonal and customer service skills, with the ability to remain calm in emotional and high-stress situations (e.g., grieving owners or emergencies).
• Excellent organizational skills and extreme attention to detail, especially regarding financial transactions and medical records.
• Excellent time management skills with a proven ability to multi-task (answering phones while checking in clients).
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite and ability to quickly learn Veterinary Practice Management Software (Instinct).
• Basic understanding of veterinary terminology and common procedures (preferred but can be trained).

Education and Experience:

• High School diploma or equivalent required.
• At least two years of customer service experience required; previous experience in a medical or veterinary front office is highly preferred.

Physical Requirements:

• Prolonged periods of sitting at a desk or working on a computer.
• Must be able to lift up to 15 pounds at times
• Ability to handle the sights, sounds, and smells of a veterinary hospital.