Client Service Representative

Manhattan Veterinary Group, P.C.; New York (NY); On-site; USD 28,000 - 32,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid vacation/sick days

401(k)

Pet discounts

Job summary

VCA Animal Hospitals in New York is seeking a Client Service Representative to be the welcoming face of the hospital, delivering outstanding customer service to clients and their pets. You will greet clients, manage appointment scheduling, process payments, present services, and support clinical teams by maintaining medical records and ensuring a clean, inviting environment.

This role emphasizes clear communication, empathy, and organizational skills to keep front-desk operations running

Qualifications

• High school diploma or equivalent is required.
• 1–2 years in a client-facing role preferred.
• Experience with scheduling, payments, and customer inquiries is desirable.
• Familiarity with veterinary terminology and medical records is a plus.

Responsibilities

• Greet clients and their pets, answer calls, and direct to exam rooms.
• Schedule, confirm, and coordinate appointments; manage the calendar.
• Present and explain service fees; process payments and billing inquiries.
• Recommend products/services and educate clients on options.
• Manage medical records and keep information confidential and accurate.
• Maintain a clean, safe, and inviting hospital environment.

Skills

Customer service

Communication

Empathy

multitasking

Education

High school diploma or equivalent

Tools

AVImark

Cornerstone

Scheduling software

POS systems

Microsoft Office

Job description

Client Service Representative

SUMMARY OF JOB PURPOSE AND FUNCTION

The Client Service Representative (CSR) serves as the primary point of contact and the welcoming face of VCA Animal Hospitals. This role is essential in establishing and maintaining trust and confidence with clients and their pets by delivering exceptional customer service and support. The CSR is responsible for managing front-desk operations, including greeting visitors, handling appointment scheduling, processing payments, and providing product and service information. Additionally, the CSR supports clinical teams by managing medical records and ensuring the hospital environment is clean, safe, and inviting. Through effective communication and organizational skills, the CSR helps facilitate smooth hospital operations and contributes to the overall mission of prioritizing pet health and client satisfaction.

Essential Responsibilities and Tasks

• Client Interaction & Customer Service
  • Greet clients and their pets upon arrival, answer telephones, and direct to exam rooms.
  • Provide a welcoming, professional, and compassionate experience.
  • Address client questions and concerns promptly and courteously.
• Appointment Scheduling & Confirmation
  • Schedule, confirm, and coordinate appointments.
  • Manage the appointment calendar to optimize workflow.
  • Place outbound calls for appointment reminders and follow-ups.
• Financial Transactions & Fee Presentation
  • Present and explain fees for services and products.
  • Process payments, handle billing inquiries, and maintain accurate financial records.
• Product & Service Recommendations
  • Recommend, select, and obtain products and services, including prescriptions.
  • Educate clients on available options and their benefits.
• Medical Records & Administrative Support
  • Manage and update medical records, charts, reports, and correspondence.
  • Ensure accuracy and confidentiality of client and patient information.
• Facility Maintenance & Cleanliness
  • Maintain a clean, safe, and inviting hospital environment (including removal of animal waste).
  • Ensure all areas (inside and outside) meet hospital standards for cleanliness and safety.

Education / Experience

• Education Required: High school diploma or equivalent is required.
• Required Minimum of 1-2 years of experience in a client-facing role, preferably within a veterinary, healthcare, or customer service environment.
• Preferred Experience: handling appointment scheduling, payment processing, and customer inquiries is highly desirable.
• Familiarity with veterinary terminology, medical records management, and prescription handling is advantageous.
• Proven ability to manage multiple tasks efficiently in a fast-paced setting while maintaining professionalism and empathy.

License / Certification

• Required: Additional coursework or certification in customer service, veterinary assistance, or related fields is a plus.

Computer Proficiency

• Preferred: Proficiency with scheduling software, point-of-sale systems, and basic computer applications (e.g., Microsoft Office).
• Experience with veterinary practice management software (e.g., AVImark, Cornerstone) or similar platforms to streamline scheduling, billing, and record-keeping processes.

Language Proficiency

• Preferred: Multilingual Abilities: Ability to communicate effectively in multiple languages to better serve a diverse client base and enhance client experience.

Preferred Skills and Qualifications

• Strong communication and interpersonal skills to effectively interact with clients, colleagues, and clinical staff.
• Attention to detail and organizational skills to maintain accurate records and support hospital operations.
• Compassion for animals and commitment to delivering excellent client service aligned with VCA’s mission.
• Conflict Resolution Skills: Demonstrated capability to handle difficult situations and resolve client concerns calmly and professionally, ensuring positive outcomes.

The pay range for this role is $20.00 - $23.51 Hourly

• Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!

We are proud to be an Equal Opportunity Employer. For a complete EEO statement please see our career page at vcacareers.com.

A leader in veterinary care, VCA Animal Hospitals is committed to taking care of the future of veterinary medicine. We are a family of hometown animal hospitals determined to positively impact pets, people and our communities. From primary care to emergency, urgent and specialty care, VCA delivers world-class medicine and hometown care to more than four million pets each year. We invest in cutting-edge tools, training and technology that enable Associates across our national network of hospitals to lead the industry today and into tomorrow. Among our talented 35,000 Associates are nearly 7,000 veterinarians – including 500 who are board-certified specialists – nearly 4,000 credentialed technicians and over 10,000 veterinary assistants – all dedicated to giving pets the very best in medical care. The future of veterinary medicine is in our hands. Join us.