Client Service Representative (CSR) (Day & Night Shifts)

Evolution Veterinary Specialists, Inc.; Lakewood (CO); On-site; USD 26,174 - 30,307; Full time

Benefits offered by this job

Long-Term / Short-Term Disability

Life / ADD Insurance

401k Matching

Continuing Education

Job summary

Evolution Veterinary Specialists, Inc. is looking for a Client Service Representative (CSR) to provide exceptional client service and manage relationships at their veterinary hospital. This role requires strong communication skills and experience in a fast-paced setting, ideally with veterinary exposure.

The CSR will handle appointments, manage financial transactions, and support both clients and the hospital's front office operations, ensuring a welcoming environment for all visitors.

Qualifications

• 1-2+ years of customer service experience in a fast-paced office setting.
• Strongly preferred: 2+ years experience in a Veterinary ER hospital/clinic.

Responsibilities

• Schedule appointments and input incoming ER clients into the EzyVet system.
• Answer telephones and handle calls using a multi-line phone system.
• Accurately manage financial transactions including taking payments.

Skills

Customer service

Communication skills

Time-management

Computer skills

Education

High School Diploma or GED

Job description

Client Service Representative (CSR)

Hourly Pay Rate: $19 - $22 (Non‑Exempt Hourly Employee; dependent on experience & skill set)

Work Location: In‑Person

Job Summary: At Evolution Veterinary Specialists, the Customer Service Representative (CSR) provides client service to all clients and hospital visitors, manages client relationships, and resolves issues. The CSR often acts as the first point of contact and helps maintain a positive brand image.

Evolution Veterinary Specialists is a privately owned veterinary hospital founded on patient care and opportunities for growth. Core values are BRITE: Best Medicine, Respect, Integrity, Teamwork, and Empathy. The CSR works daily with the hospital owner and management, who are committed to the hospital and to the CSR’s professional success.

Education & Experience

Required Minimum: High School Diploma or GED.

Required: 1-2+ years of customer service experience in a fast‑paced office setting or a related field.

Strongly Preferred: 2+ years experience in a Veterinary ER hospital/clinic as a receptionist or equivalent position.

Job Duties & Responsibilities

• Schedule appointments and input incoming ER clients into the EzyVet system.
• Assist in scheduling diagnostics such as ultrasounds and surgeries when necessary.
• Understand basic triage concepts and determine when to forward calls to technicians or veterinarians.
• Answer telephones and handle calls quickly, efficiently, and professionally using a multi‑line phone system.
• Retrieve records for all incoming patients.
• Help keep the reception area and exam rooms clean, tidy, and properly stocked.
• Access client information within EzyVet and enter/retrieve client and patient data as needed.
• Check clients and visitors in and out of the hospital.
• Accurately manage financial transactions, including taking payments.
• Call to remind clients of appointments, reschedule as necessary, and send text/email reminders.
• Explain delays to clients and support their comfort by offering water and/or coffee.
• Reschedule or accelerate appointments as needed.
• Present and explain fees during checkout while discharging patients and processing payments.
• Enforce policies regarding payments, credit, and pet health insurance.
• Assist with CareCredit, ScratchPay and All Pet Card applications and any additional payment platforms.
• Outline costs and fees positively while supporting hospital payment policies.
• Use PayJunction as required.
• Manage medical records, reports, and correspondence.
• Keep invoices and audits up to date in real time; ensure no outstanding or unknown issues older than 72 hours.
• Call clients with outstanding balances to collect payments.
• Provide support to the Specialty Liaisons.
• Other duties as assigned; this list is not exhaustive and the employer reserves the right to assign additional tasks and responsibilities.

Skills & General Job Requirements

• Comfort and interest in working with animals of all types, including exotic species.
• Computer skills: typing, organizing, data entry, and communication using common software and programs.
• Flexibility and capacity to prioritize new tasks; excellent time‑management skills.
• Exceptional interpersonal and communication skills.
• Effective verbal and written communication.
• De‑escalation skills.
• Working knowledge of the grieving process.
• Ability to work independently with little oversight.
• Accountability to hospital policies, procedures, and standards.
• Commitment to delivering high‑quality customer service.
• High attention to detail.
• Multitasking capability.
• Commitment to doing the best job possible under all circumstances.
• Confidence in independent decision‑making.
• Enthusiasm for knowledge, innovation, learning, and growth.

Benefits

Full‑Time Benefits – EVS Employees Only.

• Long‑Term / Short‑Term Disability – 100%
• Life / ADD – 100%

Benefits Effective Upon Date of Hire.

Benefits Effective 60 Days After Hire:

• Anthem Health Care – 61%
• Dental & Vision – 100%
• DCA & FSA Access – Tax‑free money for health, dependent care, and commuter reimbursements (bus, vanpool, parking, Lyft, etc.).
• Pet Insurance – Trupanion.
• 1st Pet – 100%
• 2nd Pet – 50%
• 3rd Pet – 25%

Benefits Effective 90 Days After Hire:

• 401k Matching – up to 4% with 5% contribution.
• Privatized Colorado Paid Family Leave Plan.
• School Activities Leave (for working parents).
• Accrued PTO – 80 hours / 2 weeks per calendar year, prorated to date of hire.
• Accumulated Sick Time.
• CE & Other Reimbursements.
• Uniform & Equipment.
• Continuing Education.
• Longevity Bonuses.

Schedule Expectations

3x12 or 4x10 shifts. On‑call shifts optional. Overtime available at Management’s discretion.

Hybrid Schedule: No.

Additional Information

Reports to: CSR Supervisor.

Employment Status: Full‑Time and Part‑Time.

Supervisory Role: No.

Equal Opportunity Statement

Evolution Veterinary Specialists is an Equal Opportunity Employer. Our policy prohibits discrimination based on age, disability, sex, race, religion or belief, gender reassignment, marriage/civil partnership, pregnancy/maternity, or sexual orientation. We welcome all applicants and base selections on individual merit alone.