Client Service Representative

Job Description

Job Description

If you are a veterinarian looking to practice excellent medicine in an environment where you have plenty of time to communicate with clients and collaborate with other team members, look no further. At Arnold Veterinary Hospital, we make work-life balance a priority while building strong relationships with our clients! We are a small-animal focused hospital boasting flexible schedules, an excellent culture, and low turnover. Our small-animal focused team strives for Fear Free practice and is highly skilled in wellness, dentistry, and routine surgery. 

 

CSR | Arnold Veterinary Hospital | Arnold, Maryland

Compensation Range : $19-22 per hour, dependent on licensure and experience

Do you love helping pets and the people who care for them?

Do you enjoy working with dogs, cats, and their families? Are you a dynamic communicator who wants to grow your skills and build a career in the veterinary industry?

Then we'd love to meet you! Arnold Veterinary Hospital is looking for a Client Service Representative to join our team.

We're a supportive, collaborative team committed to:

• Providing exceptional care to every patient

• Communicating with excellence and compassion to our clients

• Supporting one another and working together as a team

• Growing our skills and careers within the veterinary industry

If you're passionate about helping people, love animals, and want to be part of a team that genuinely cares about the work we do, we'd love to have you join us!

Apply today and become part of the Arnold Veterinary Hospital team!

Client Service Representative

Compensation: Commensurate with experience and background.

Position Summary:  

The Client Service Representative (CSR) plays a vital role in creating a positive first and lasting impression for our clients and their pets. The CSR is responsible for delivering exceptional service both in person and over the phone, handling client interactions with professionalism, empathy, and care. This position supports the smooth operation of the hospital by managing client communications, maintaining accurate records, and assisting the veterinary team in providing outstanding patient care. 

Primary Responsibilities:  

• Greet clients and patients warmly, providing professional, empathetic, and attentive service while answering in-person inquiries promptly. 

• Complete patient check-in and check-out efficiently while serving as a liaison with hospital staff and communicating real-time patient status and flow changes. 

• Maintain client communications via phone, email, and mail, including follow-ups and thank-you messages. 

• Schedule, confirm, and forward book appointments, routing requests appropriately; triage patients based on urgency. 

• Communicate clearly about hospital services, wellness care, vaccinations, diagnostics, surgical aftercare, and specialty packages. 

• Handle sensitive situations (e.g., euthanasia, test results, payments) with tact and professionalism. 

• Maintain accurate patient records, request and attach prior records, and ensure charges are captured. 

• Complete cash reconciliation, end-of-day financial tasks, and bank deposits while accurately processing payments and refunds, including transactions through Care Credit and credit card terminals. 

• Fill veterinary prescriptions accurately and provide instructions to clients. 

• Assist with over-the-counter product sales and maintain inventory. 

• Support veterinarians, technicians, and Practice Manager with patient care and administrative tasks. 

• Maintain a clean, organized, and safe hospital environment; follow safety and hygiene protocols. 

• Participate in opening, closing, and weekend duties as assigned. 

• Perform all other duties as assigned.

Qualifications:  

• High school diploma or equivalent required. 

• Previous experience working with animals preferred; veterinary or animal care background strongly valued. 

• Basic computer proficiency, including the ability to use computer systems, email, practice management software, Microsoft Office applications, and basic scheduling tools. 

• Accurate data entry and record-keeping skills. 

• Able to perform basic math for cash handling, billing, and appointment management. 

• Manual dexterity required for typing, filing, and handling patients or supplies. 

• Strong written and verbal communication skills; able to communicate clearly with clients, team members, and veterinarians. 

• Demonstrated ability to provide professional, empathetic, and client-focused service while maintaining composure in high-stress or emotionally challenging situations. 

• Ability to lift and carry up to 50 pounds and safely handle animals up to 130 pounds. 

• Comfortable sitting, standing, walking, bending, and kneeling for extended periods throughout the workday.

• Professional, neat appearance consistent with hospital standards. 

Hours:  

• Must be able to work a flexible schedule and be available for scheduling during all hours the practice is open to support hospital operations 

Benefits:  

• We offer a comprehensive benefits package that includes medical, dental, and vision coverage. In addition, employees are eligible to participate in our 401(k) retirement plan. Other benefits include paid time off, paid holidays and access to employee assistance program.