Arnold Pet Station - Customer Service Representative

VetEvolve; Annapolis (MD); On-site; USD 31,000 - 42,000; Part time

Benefits offered by this job

Medical benefits

Dental benefits

Vision care

401(k) retirement plan

Paid time off

Paid holidays

Employee assistance program

Job summary

Arnold Pet Station is seeking a Client Service Representative to provide a warm, professional experience for clients and their pets. You will handle front-desk duties, scheduling, and basic patient communications to support veterinarians and the care team.

The role emphasizes empathy, accuracy in records, cash handling, and ability to manage sensitive situations. Training on practice workflows and safety is provided.

Qualifications

• High school diploma or equivalent required.
• Experience working with animals preferred; veterinary/animal care background valued.
• Proficiency with computers, email, management software, and scheduling tools.
• Accurate data entry and record-keeping skills.
• Able to perform basic math for cash handling and scheduling.

Responsibilities

• Greet clients and patients warmly with professional, empathetic service.
• Check-in/check-out patients and coordinate with hospital staff on status and flow.
• Maintain client communications via phone, email, and mail; follow-ups and thank-you notes.
• Schedule and confirm appointments; triage based on urgency.
• Explain hospital services, wellness care, vaccinations, diagnostics, and aftercare.

Skills

Customer service

Communication

Data entry

Computer literacy

Education

High school diploma

Tools

Practice management software

Microsoft Office

Scheduling tools

Job description

At Arnold Pet Station, our story focuses on the belief that pets make life richer, and they deserve care that honors the joy they bring. Since opening our doors in 1992, we’ve grown into a welcoming, trusted home for veterinary care in Arnold, Severna Park, and Annapolis. Families know us for our warmth, our long-standing relationships, and a team that pours heart and dedication into every visit. We offer comprehensive dental and surgical services to our large, loyal clientele base!

Part-time or Full-time Client Service Representative

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 and kennel 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

Compensation And 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.

Join a team that values respect, teamwork, and a family-first culture. If you’re ready to build meaningful relationships while doing work you can be proud of, we invite you to apply and become part of our work family!