Client Service Representative

Innovetive Petcare; Chattanooga (TN); On-site; USD 32,000 - 52,000; Full time

Benefits offered by this job

Paid time off

Health insurance

Dental Insurance

Vision insurance

Employee discounts

Flexible schedules

401K with company match

Training and Career development

Job summary

Animal Emergency & Specialty Center in Chattanooga, TN seeks a compassionate Veterinary Client Service Representative (CSR) to be the first point of contact in a fast-paced emergency and specialty hospital.

You will greet clients, schedule exams, process payments, and coordinate with veterinarians and nurses while maintaining clear medical and financial records. The role requires empathy, resilience, and teamwork in stressful situations, with weekday evening shifts.

Qualifications

• Experience as veterinary receptionist/CSR preferred.
• Experience in veterinary emergency or specialty hospital is a plus.
• Strong verbal and written communication with empathy and emotional intelligence.

Responsibilities

• Greet clients and their pets with compassion in a fast-paced veterinary emergency hospital.
• Answer incoming calls, respond to client questions, and provide veterinary customer service.
• Serve as liaison between clients, veterinarians, veterinary technicians, and referring primary care veterinarians.
• Provide timely patient updates and communicate care information under the veterinary team.
• Support clients with empathy during stressful and emergency situations.

Skills

Veterinary receptionist

Customer service

Emergency hospital

Communication

Emotional intelligence

Education

High school diploma or equivalent

Tools

Instinct or VIA

Job description

Weekday Evening Veterinary Client Service Representative (CSR)

Department: Receptionists

Location: Chattanooga, Tennessee

Animal Emergency & Specialty Center | Chattanooga, TN

Are you passionate about helping pets and the people who love them? Animal Emergency & Specialty Center (AESC) in Chattanooga, TN, is seeking a compassionate, dependable, and detail-oriented Veterinary Client Service Representative (CSR) to join our emergency and specialty veterinary team!

As the first point of contact for our clients, you'll play an essential role in providing a welcoming, supportive, and organized experience during some of the most stressful moments in a pet owner's life. You'll work closely with our veterinarians, veterinary technicians, and support staff to ensure exceptional client communication and patient care.

If you thrive in a fast-paced environment, enjoy helping people and animals, and can remain calm under pressure, we'd love to hear from you!

Schedule

Weekday Evenings | Monday–Friday

• Evening shift
• Emergency and specialty veterinary hospital setting

Some of the responsibilities you will own in this role:

Client Relations & Communication

• Greet clients and their pets with a compassionate, professional, and welcoming approach in a fast-paced veterinary emergency hospital.
• Answer incoming phone calls, respond to client questions, and provide exceptional veterinary customer service.
• Serve as a key liaison between clients, veterinarians, veterinary technicians, and referring primary care veterinarians (pDVMs).
• Provide timely patient updates and communicate care information under the direction of the veterinary medical team.
• Support clients with empathy and professionalism during stressful, emotional, and emergency situations.

Financial Coordination & Client Education

• Collect deposits and process payments for emergency veterinary services, procedures, and hospitalizations.
• Clearly explain estimates, pricing, payment policies, and financial requirements to clients.
• Educate clients about available third-party financing options, including CareCredit and Scratchpay.
• Review charges and perform basic financial audits to help ensure accurate and complete invoices.

Appointment Scheduling & Patient Flow

• Schedule and coordinate emergency veterinary visits, specialty consultations, rechecks, and patient appointments.
• Triage incoming calls and assist with coordinating urgent patient admissions under established hospital protocols.
• Maintain accurate patient information and appointment details in the electronic medical record (EMR) system.
• Coordinate patient flow, client visits, and communication between the front desk and clinical teams.

Patient Intake & Medical Records

• Complete and process patient intake forms, consent forms, treatment authorizations, and other medical documentation.
• Obtain and accurately enter client and patient information into the hospital's EMR system.
• Maintain organized, accurate, and up-to-date veterinary medical records.
• Prepare documentation for specialty procedures, hospitalized patients, and emergency cases.

Veterinary Hospital & Team Support

• Maintain a clean, organized, and professional veterinary reception area and client lobby.
• Collaborate with veterinarians, veterinary technicians, assistants, and other hospital staff to support efficient patient care and workflow.
• Assist with escorting clients and patients to exam rooms and coordinating patient visitations.
• Ensure clear and timely communication between the front desk and medical team.

Emergency Veterinary Support

• Remain calm, organized, and compassionate while assisting with emergency veterinary triage and patient intake.
• Prioritize incoming calls, client needs, and administrative responsibilities in a busy emergency environment.
• Prepare and manage documentation for emergency procedures, specialty services, and hospitalized patients.
• Support the veterinary team during urgent situations while maintaining excellent client communication.

Preferred Qualifications

Skills & Qualifications

• Previous experience as a veterinary receptionist, veterinary client service representative, veterinary assistant, or animal hospital receptionist preferred.
• Experience in a veterinary emergency hospital, specialty hospital, or fast-paced veterinary clinic is a plus.
• Strong verbal and written communication skills with a high level of empathy and emotional intelligence.
• Ability to remain calm, professional, and organized during high-stress or emergency situations.
• Excellent multitasking, problem-solving, and organizational skills.
• Basic understanding of veterinary terminology, common medical conditions, and emergency presentations preferred.
• Experience with veterinary practice management or EMR software; familiarity with Instinct or VIA is a plus.
• Comfortable handling financial transactions and discussing treatment estimates, payments, and costs with clients.
• Strong attention to detail and commitment to maintaining accurate medical and financial records.
• Dependability and a collaborative, team-oriented attitude.

Education & Physical Requirements

• High school diploma or equivalent required.
• Ability to stand and walk for extended periods throughout the shift.
• Ability to assist with and safely handle patients weighing up to 40 lbs. when needed.
• Ability to work effectively in a busy emergency and specialty veterinary hospital environment.

Benefits

• Paid time off
• Health insurance
• Dental Insurance
• Vision insurance
• Employee discounts
• Flexible schedules
• 401K with company match
• Training and Career development