Veterinary Customer Service Representative - OVERNIGHT

Veterinary Emergency Hospital Midlothian Position

The Veterinary Emergency Hospital Midlothian (VEHM) is a small, busy, privately-owned, animal emergency hospital serving the greater Midlothian community with empathetic, progressive care. We take pride in delivering exceptional medicine, exemplary patient care, and compassionate client service around the clock. VEHM is open 24/7, including weekends and holidays, to provide continuous, top-of-the-line veterinary care when it's needed most. We are fortunate to be surrounded by many extraordinary general practice veterinarians, with whom we collaborate and proudly support. As an emergency and urgent care network, we do not provide routine or wellness services, such as vaccines, dentals, or preventatives, to the public. These services are reserved exclusively for employee-owned pets. As we continue to grow, we're excited to welcome new talentindividuals who are passionate about patient care and ready to make a meaningful difference in a fast-paced veterinary environment.

VEHM Essential Duties & Expectations

The duties of this role are briefly defined throughout this job description but are expected to be performed in alignment with all current hospital Standard Operating Procedures (SOPs), Standards of Care (SOCs), and internal protocols. The employee must uphold and reflect the organization's 4 Pillars in all actions, communications, and decisions while fulfilling these responsibilities.

Client Service Representative Duties

• Greet clients and their pets warmly upon arrival
• Assist clients with check-in (online, paper, or kiosk)
• Answer phones, provide updates, transfer calls, take messages, and guide clients to online check-in tools
• Provide clear education around payment options and process transactions (cash, credit, CareCredit, ScratchPay, payment links)
• Keep intake boards updated and communicate clearly with medical teams
• Maintain a clean, organized, and welcoming lobby and front desk area
• Stock refreshments, promotional materials, and marketing displays
• Assist in triage by communicating urgent client or pet concerns to the team
• Process pet remains with empathy and attention to detail
• Assist with patient discharges as needed
• Assist with printing, sending, or coordinating medical records, referrals, medication refills, or documents as requested

Work Requirements

• Frequent standing, walking, reaching, bending, and sitting
• Must be able to lift up to 40 pounds; team lifting required above this weight
• Must be comfortable working in a fast-paced, emotionally charged environment
• Regular use of computers, phones, and software
• Available to work evenings, weekends, or holidays as scheduled

Environmental/Occupational Exposure Risks

• Radiation exposure (radiology)
• Gas sterilization exposure (ethylene oxide)
• Hazardous materials (cleaners, medications, disinfectants, controlled substances)
• Contagious disease exposure from animals
• Animal-related injury risk (bites, scratches, bodily fluids)
• Unpleasant odors and loud noises

What We Offer

• Flexible shifts: Full-time, part-time, or optional split-location roles between VEHA and VEHM Midlothian
• Competitive wages (based on experience), shift differential, and overtime pay
• Comprehensive medical, dental, and vision insurance for full-time employees
• Wellhub wellness app program
• Short-term, long-term disability, and life insurance
• 401(k) with employer match
• Generous PTO and pet care discount
• A non-corporate, supportive team culture focused on learning, growth, and compassionate care

Position Details:

• Shift type: Overnight
• Shift Length: Variable shift options available, including 10-hour (5:00 PM - 3:00 AM or 6:00 PM - 4:00 AM) and 12-hour (6:00 PM - 6:00AM) blocks.
• Additional Benefits: Overtime opportunities are available

Requirements

• High School Diploma or GED required
• Minimum 1 year of veterinary industry or clinical customer service experience required
• Strong multitasking and communication skills
• Ability to remain calm and compassionate in emergency situations
• Prior experience with EzyVet and/or Vet Radar preferred, but not required