Client Service Representative

Buckeystown Veterinary Hospital; Buckeystown (MD); On-site; USD 32,000 - 46,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

Paid holidays

Employee assistance program

Job summary

Buckeystown Veterinary Hospital in Maryland is seeking a Customer Service Representative to greet clients, answer calls, and ensure a welcoming experience for pets and people. You will manage check-ins/outs, schedules, and patient flow while supporting the veterinary team with accurate records and compassionate communication.

The role offers opportunities to interact with clients, handle sensitive situations professionally, and contribute to a well-organized hospital focused on excellent

Qualifications

• High school diploma or equivalent required.
• Previous experience with animals preferred; veterinary or animal care background valued.
• Basic computer proficiency and ability to use scheduling tools.
• Strong written and verbal communication; client-focused.
• Ability to lift up to 50 pounds and handle animals up to 130 pounds.
• Flexible schedule including all open hours.

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.

Skills

Customer service

Phone etiquette

Communication

Computer skills

Scheduling tools

Cash handling

Education

High school diploma or equivalent

Tools

Practice management software

Microsoft Office

Job description

Buckeystown Veterinary Hospital , established in 1989, is a small animal practice located just outside of Frederick, Maryland. We provide comprehensive services that include Wellness and Preventive Care, as well as on-site supportive services include Pet Boarding, professional Grooming services, and Dog Training Classes for every level of skill and handling.

Client Service Representative

Position Summary:

The Client Service Representative (CSR) plays a vital role in creating a positive first andlasting impressionfor our clients and their pets. The CSRis responsible fordelivering 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 by managing client communications,maintainingaccuraterecords, andassistingthe veterinary team in providing outstanding patient care.

PrimaryResponsibilities:

• Greet clients and patients warmly, providing professional, empathetic, and attentive servicewhile 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 bookappointments,routingrequests 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.
• Maintainaccuratepatient 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.
• Assistwith over-the-counter product sales andmaintaininventory.
• 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.
• Previousexperience working with animals preferred; veterinary or animal care background strongly valued.
• Basic computerproficiency, including the ability to use computer systems, email, practice management software, Microsoft Office applications, and basic scheduling tools.
• Able to perform basic math for cash handling, billing, and appointment management.
• Manual dexterityrequiredfor 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 whilemaintainingcomposure 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 toparticipatein our401(k) retirementplan. Other benefits include paid time off, paidholidaysand access to employeeassistanceprogram.