Client Service Representative

On-Call Client Service Representative (CSR)

Williamsburg Animal Clinic is seeking an On-Call Client Service Representative (CSR) to provide coverage as needed for vacations, sick days, and other staffing needs. This role is ideal for someone who enjoys working with people, thrives in a fast-paced environment, and takes pride in delivering outstanding customer service.

As the first point of contact for many of our clients, the CSR serves as the face and voice of our hospital. This individual helps ensure a positive experience for every client by managing communications, scheduling appointments, maintaining accurate records, processing payments, and supporting the veterinary team in delivering exceptional patient care.

The ideal candidate is caring, organized, professional, and able to remain calm and efficient while juggling multiple priorities.

Key Responsibilities

• Deliver exceptional customer service while creating a warm, welcoming experience for clients and patients.
• Answer and manage multi-line phone calls, including appointment scheduling, client inquiries, and urgent care triage.
• Coordinate wellness, sick, surgical, boarding, and follow-up appointments while helping maintain an efficient hospital schedule.
• Accurately check patients in and out, collect medical histories, communicate discharge instructions, and schedule follow-up care.
• Process payments, maintain financial records, and ensure accurate invoicing.
• Maintain complete and accurate client and patient records within the hospital management system.
• Educate clients on hospital services, preventive care, wellness recommendations, and clinic policies.
• Serve as a liaison between clients and the medical team, ensuring clear and timely communication.
• Support a clean, organized, and professional reception and client-care environment.
• Collaborate with veterinarians, technicians, and hospital staff to deliver outstanding patient care and client experiences.

Requirements

• High school diploma or equivalent required.
• Previous customer service, receptionist, medical office, or veterinary experience preferred.
• Strong communication, interpersonal, and client service skills.
• Ability to multitask, stay organized, and maintain accuracy in a fast-paced environment.
• Proficiency with computers and office technology; experience with veterinary practice management software is a plus.
• Ability to handle phone systems, scheduling, recordkeeping, and financial transactions accurately.
• Demonstrated compassion for animals and empathy for clients.
• Ability to work independently while contributing positively as part of a team.
• Ability to remain professional, flexible, and effective during busy periods and changing priorities.
• Must be able to lift up to 40 pounds independently and assist with heavier items when needed.
• Knowledge of veterinary terminology and procedures is a plus but not required.