Client Service Representative

VetEvolve; Virginia Beach (VA); On-site; USD 25,000 - 28,000; Full time

Benefits offered by this job

Medical/Dental/Vision coverage

401(k) retirement plan

Paid time off

Job summary

Bay Beach Veterinary Emergency Hospital in Virginia Beach is seeking a Client Service Representative to create a positive first and lasting impression for clients and their pets. The CSR handles in-person and phone interactions, manages records, and assists the veterinary team with patient care and administrative tasks.

The role requires empathy, strong communication, and basic computer skills; flexible hours support hospital operations. Benefits include medical/dental/vision and 401(k) options.

Qualifications

• High school diploma or equivalent required.
• Experience working with animals preferred; veterinary or animal care background valued.
• Basic computer proficiency including practice management software, MS Office and scheduling tools.
• Accurate data entry and record-keeping skills.
• Able to perform basic math for cash handling, billing and appointments.
• Manual dexterity for typing, filing, and handling patients or supplies.
• Strong written and verbal communication; clear with clients, team, and veterinarians.
• Able to lift up to 50 pounds and handle animals up to 130 pounds.
• Comfortable sitting/standing/walking; professional appearance.

Responsibilities

• Greet clients and patients warmly with empathetic, attentive service.
• Check-in/out patients and coordinate with staff on status changes.
• Maintain client communications via phone, email, and mail.
• Schedule, confirm, and forward book appointments; triage by urgency.
• Explain hospital services, wellness care, vaccinations, diagnostics and aftercare.
• Handle sensitive situations with tact and professionalism.
• Maintain accurate patient records and ensure charges are captured.
• Process payments and refunds; handle Care Credit and cards.
• Fill prescriptions accurately and provide instructions to clients.
• Assist with over-the-counter sales and inventory.
• Support veterinarians and staff with care and admin tasks.
• Maintain a clean, safe hospital environment; follow hygiene protocols.
• Open/close and participate in weekend duties.

Skills

Empathy

Communication

Data entry

Cash handling

Teamwork

Education

High school diploma or equivalent

Tools

Practice management software

Microsoft Office

Scheduling tools

Job description

Bay Beach Veterinary Emergency Hospital in Virginia Beach, Virginia is a multi-doctor 24/7 emergency practice serving 90% companion animals and 10% exotics. We have a strong focus on maintaining exceptional client communication, patient care and medical protocol standards, and visiting specialists provide echocardiogram and advanced ultrasound service. We believe every patient and client deserves the best medicine and care we can offer. Bay Beach Veterinary Emergency Hospital also has a General Practice sister hospital (6 doctors, fully staffed) located just 20 minutes away, in the heart of Virginia Beach.

Client Service Representative

Compensation: $18-20 hourly, commensurate with experience

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 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

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.