Client Services Representative

Client Services Representative

In addition to a fully completed application please submit a cover letter, resume, and the contact information for at least three professional references.

Essential Job Duties - As a Client Service Representative (CSR), you are the face and voice of the NC State Veterinary Hospital, serving as the primary point of contact for clients, referring veterinarians, and hospital personnel. This position requires a proactive, adaptable problem-solver who thrives in a fast-paced environment and demonstrates exceptional customer service and communication skills. The CSR coordinates and executes client intake, registration, scheduling, triage, and discharge processes while ensuring accurate, complete, and compliant medical and administrative records. The role requires interpreting hospital guidelines and client concerns to assess urgency, facilitate triage, and communicate effectively with clinical staff, all while supporting the Hospital's mission, policies, and SOPs. Utilizing advanced office technology and a thorough understanding of hospital operations, the CSR also supports departmental efficiency, assists with staff training, and provides backup coverage to maintain seamless client experiences.

Key Responsibilities

• Client Interaction & Communication: Greet and check in clients, manage in-person and phone inquiries, respond accurately and empathetically to complex questions, and clearly explain hospital policies, estimated costs, and deposit requirements.
• Scheduling & Coordination: Schedule appointments in accordance with service guidelines, appointment type, and clinical availability, and communicate real-time updates to clinical teams and referring veterinarians.
• Medical & Administrative Records: Collect, verify, and summarize information from multiple sources, maintain accurate electronic and paper medical records, consent forms, and documentation, and ensure completeness and compliance.
• Triage & Problem Solving: Assess client-reported concerns and hospital guidelines to determine urgency, notify clinical staff promptly, and ensure appropriate follow-up, including patient discharge and referral coordination.
• Financial & Operational Support: Handle deposits, monitor billing accuracy, process transactions, resolve discrepancies in collaboration with the Business Office, and support operational efficiency across departments.
• Team Collaboration & Training: Serve as a resource for staff and referring veterinarians, cross-train new or temporary team members, provide backup coverage for front-facing client service roles, and facilitate smooth departmental operations.

Key Qualifications

• Communication Skills: Ability to maintain professional and effective communication under pressure.
• Customer Service Excellence: A genuine passion for helping people and providing a positive, empathetic experience.
• Administrative Proficiency: Strong multitasking skills with the ability to manage phones, emails, and financial documentation simultaneously.
• Adaptability: Readiness to support the team where needed most based on scheduling and operational requirements.
• Ability to lift up to 30 pounds frequently, with or without reasonable accommodations.

Other Responsibilities - Other duties as assigned by supervisor and service clinicians.

Qualifications

• Minimum Experience/Education - High School Diploma or equivalency and one year of related office experience; or equivalent combination of training and experience.
• Preferred Qualifications - Previous client service experience in a veterinary or medical setting. Knowledge of medical records software, MS Office products and/or Google Apps (or similar software), email, fax and copy machines. Excellent verbal and written communication skills, and strong organizational and multitasking skills. Exceptional customer service skills and the ability to interact professionally with clients, faculty, and staff in demanding situations. Ability to interpret hospital guidelines and client needs to determine emergency situations. Emotional intelligence, ability to empathize, and the ability to mentally process difficult cases.
• Required License or Certification - N/A

Recruitment Dates and Special Instructions

• Job Open Date - 06/09/2026
• Earliest Close Date---- (Positions will be posted until 5:00 PM ET on this date. Positions remaining posted after this date are still accepting applications but may close at any time.) - 06/16/2026
• Notice to Applicants - Please note that the work history on your resume must also be included in your application.
• Special Instructions - In addition to a fully completed application please submit a cover letter, resume, and the contact information for at least three professional references.

Position Details

• Position Number - 00060459
• Position Type - SHRA
• Position Classification Band Title - Administrative Support Specialist
• Position Classification Band Level - Journey
• Position Classification Salary Range - $ 34,602 - $ 58,870
• Salary Grade Equivalency - GN06
• Alternate Option - If no applicants apply who meet the required competency level and training & experience requirements, then management may consider other applicants. Salary would be determined based on competencies, equity, budget, and market considerations.
• Full Time Equivalent (FTE) (1.0 = 40 hours/week) - 1.0
• Appointment - 12 Month Recurring
• Mandatory Designation - Adverse Weather - Mandatory - Adverse Weather
• Mandatory Designation - Emergency Events - Mandatory - Medical Emergencies, Mandatory - Hazardous Material Incidents, Mandatory - Transportation Accidents, Mandatory - Evacuations/Natural Hazards, Mandatory - Utilities/Infrastructure Failure, Mandatory - Threats of Violence/Terrorism/Interpersonal Emergencies
• Time Limited Position - No
• Time-Limited Appointment Length (if applicable)
• Department Id - 192001 - CVM Teaching Hospital

EEO - NC State University is an equal opportunity employer. All qualified applicants will receive equal opportunities for employment without regard to age, color, disability, gender identity, genetic information, national origin, race, religion, sex (including pregnancy), sexual orientation, and veteran status. The University encourages all qualified applicants, including protected veterans and individuals with disabilities, to apply. Individuals with disabilities requiring disability-related accommodations in the application and interview process are welcome to contact View phone number on click.appcast.io to speak with a representative of the Office of Equal Opportunity. If you have general questions about the application process, you may contact Human Resources at View phone number on click.appcast.io or View email address on click.appcast.io. Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit. NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.