Client Service Representative

Pet Services of Washington, P.S.; Ridgewood (NJ); On-site; USD 24,000 - 32,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid time off

401(k)

Job summary

VCA Animal Hospitals in Ridgewood, NJ is seeking a Client Service Representative to be the welcoming face of the hospital, manage front-desk operations, schedule appointments, handle payments and provide product information. The CSR supports clinical teams by maintaining medical records, ensuring a clean, safe environment, and delivering compassionate customer service to clients and their pets.

This role requires strong communication and multitasking in a fast-paced setting, with a focus on pet

Qualifications

• High school diploma or equivalent is required.
• 1-2 years of experience in a client-facing role, preferably within veterinary, healthcare, or customer service environment.
• 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.
• Additional coursework or certification in customer service, veterinary assistance, or related fields is a plus.
• Proficiency with scheduling software and point-of-sale systems; experience with veterinary practice management software (e.g., AVImark, Cornerstone) is preferred.
• Multilingual abilities to communicate effectively with a diverse client base.

Responsibilities

• Greet clients and their pets, answer telephones, and direct to exam rooms.
• Provide a welcoming, professional, and compassionate experience.
• Address client questions and concerns promptly and courteously.
• Schedule, confirm, and coordinate appointments.
• Manage the appointment calendar to optimize workflow.
• Place outbound calls for appointment reminders and follow-ups.
• Present and explain fees for services and products.
• Process payments, handle billing inquiries, and maintain accurate financial records.
• Recommend, select, and obtain products and services, including prescriptions.
• Manage and update medical records, charts, reports, and correspondence.
• Ensure accuracy and confidentiality of client and patient information.
• Maintain a clean, safe, and inviting hospital environment (including removal of animal waste).
• Ensure all areas meet hospital standards for cleanliness and safety.

Skills

Client interaction

Customer service

Multilingual

Vet terminology

Organizational skills

Communication

Education

High school diploma

Tools

AVImark

Cornerstone

Scheduling software

POS systems

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


• High school diploma or equivalent is required.


• TYPE & YEARS OF EXPERIENCE


• Minimum of 1-2 years of experience in a client-facing role, preferably within a veterinary, healthcare, or customer service environment.


• 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.


• CREDENTIAL/LICENSE/CERTIFICATION


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


• COMPUTER PROFICIENCY


• 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


• 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 $17.10 - $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!

The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development).

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