Client Experience Lead — Veterinary, Growth & Fear-Free Care

NVA Canada; Toronto; On-site; CAD 42,000 - 54,000; Full time

Job summary

McGilvray Veterinary Hospital in Toronto is seeking a Client Service Representative with 1–2+ years of experience to join our veterinary family. You’ll be the friendly first and last touchpoint for clients, delivering compassionate service and guiding them through preventive care, wellness plans, services, and follow-up care.

This role emphasizes teamwork with technicians and doctors, scheduling, upselling services and products, and maintaining smooth front-desk operations.

Qualifications

• 1–2+ years of experience as a Client Service Representative. (veterinary experience preferred).
• Strong communication, multitasking, and time-management skills.
• A self-starter who enjoys learning, growing, and being part of a team.
• Compassionate, organized, and comfortable discussing pricing, services, and treatment plans with clients.

Responsibilities

• Be the first and last impression for our clients; providing compassionate, knowledgeable, and friendly service.
• Educate clients on preventive care, wellness plans, services, and follow-up care.
• Schedule appointments efficiently while identifying opportunities to book same-day or future care.
• Confidently discuss and recommend services, products, and treatment plans.
• Manage phones, emails, and in-person check-ins with professionalism and empathy.
• Collaborate closely with technicians, doctors, and leadership to keep the hospital running smoothly.
• Assist in training or mentoring new CSRs if you’re interested in leadership.
• Contribute ideas to improve workflows, client experience, and front-desk efficiency.

Job description

McGilvray Veterinary Hospital in Toronto is seeking a Client Service Representative with 1–2+ years of experience to join our veterinary family. You’ll be the friendly first and last touchpoint for clients, delivering compassionate service and guiding them through preventive care, wellness plans, services, and follow-up care.

This role emphasizes teamwork with technicians and doctors, scheduling, upselling services and products, and maintaining smooth front-desk operations.