Veterinary Client Service Representative (CSR)

Emergency Veterinary Client Service Representative (CSR)

As the first and last point of contact for clients, our CSRs play a critical role in setting the tone for compassionate, efficient, and professional care. This role is ideal for client service professionals with prior veterinary medical experience who are confident, organized, comfortable in fast-paced environments, and can stay calm under pressure.

Employment decisions are made without regard to protected characteristics under federal, state, or local law.

Essential Job Duties

• Greet clients professionally and compassionately in person and by phone
• Manage a high-volume, multi-line phone system and appropriately triage calls
• Register incoming emergency and specialty patients and obtain accurate client and patient information
• Communicate wait times, hospital processes, and next steps clearly and empathetically
• Coordinate client flow with medical teams to support efficient patient care
• Handle estimates, invoicing, payments, and financial transactions accurately
• Maintain accurate medical records and client communication documentation
• Support emotionally difficult client interactions with professionalism and empathy
• Collaborate closely with technicians, assistants, and doctors to support hospital workflow
• Maintain a clean, organized, and professional front-desk and lobby environment

These duties represent the essential functions of the position but are not intended to be an exhaustive list.

Qualifications & Skills

• Minimum of 6 months of prior experience as a Veterinary Client Service Representative in a general practice or emergency veterinary hospital (required)
• Emergency or specialty hospital experience strongly preferred
• Strong communication and customer service skills in emotionally charged situations
• Ability to multitask, prioritize, and remain calm in a fast-paced environment
• Comfort with medical terminology, patient intake workflows, and scheduling
• Strong attention to detail and accuracy with data entry and financial transactions
• Reliable attendance and punctuality

Scheduling & Availability Requirements

• This position is based in a 24/7 emergency and specialty hospital
• Specifically seeking coverage for Sunday - Tuesday swing shift, 2 pm-1 am
• For full-time: reliable availability to work three to four 10-hour shifts or four to five 8-hour shifts
• For part-time: reliable availability to work at least two 10-hour shifts or two 8-hour shifts

Requests for schedule modifications will be reviewed on a case-by-case basis and may be considered where reasonable and consistent with business operations and applicable law.

What We Offer

• Competitive compensation of $20.50-$26.50 per hour based on experience and skill level
• Comprehensive benefits package for eligible employees, including health, dental, and vision insurance
• 401(k) with employer match
• Paid sick time and vacation time for eligible employees
• A yearly scrub allowance of $200 for eligible employees
• An AtDove membership to support clinical growth and development
• A collaborative, respectful workplace culture
• Exposure to emergency and specialty veterinary medicine in a modern facility
• The opportunity to live and work in San Luis Obispo, with access to outdoor recreation, wineries, and a vibrant community

Shift Differentials

We recognize the value of overnight and weekend coverage and offer additional compensation for eligible hours worked:

• Overnight Differential: +$3.00/hour for hours worked between 8:00 PM and 6:00 AM
• Weekend Differential: +$3.00/hour for hours worked between Friday at 8:00 PM and Monday at 6:00 AM

These differentials are separate and cumulative. Team members working eligible overnight hours during the weekend differential period may earn both differentials, providing the opportunity to earn up to an additional $6.00/hour above their base rate.

Join Our Team!

If you are a dedicated Veterinary Client Service Representative looking to elevate your career in emergency and critical care medicine, we would love to hear from you! Join us in shaping the future of veterinary medicine while making a meaningful impact on the lives of pets and their families.