Client Services Representative

North Carolina State University; Raleigh (NC); On-site; USD 38,000 - 41,200; Full time

Benefits offered by this job

Medical, Dental, and Vision

Flexible Spending Account

Retirement Programs

Paid Time Off and Leave Programs

Tuition and Academic Assistance

Job summary

North Carolina State University is hiring a Client Services Representative to serve as the primary contact for clients and veterinarians at the NC State Veterinary Hospital. This role will involve coordinating client intake and scheduling, managing records, and supporting overall departmental efficiency.

The ideal candidate will have excellent communication and administrative skills, a commitment to customer service, and the ability to work calmly under pressure. The position offers a salary range of $38,000 - $41,200, and competitive benefits including medical, dental, and tuition assistance.

Qualifications

• High School Diploma or equivalency and one year of related office experience.
• Strong multitasking skills with the ability to manage phones, emails, and financial documentation.
• Excellent verbal and written communication skills.

Responsibilities

• Greet and check in clients, manage inquiries.
• Schedule appointments and communicate updates.
• Maintain and verify medical and administrative records.
• Assess client concerns and notify clinical staff as needed.
• Handle deposits and support operational efficiency.
• Cross-train and provide backup support for team members.

Skills

Communication Skills

Customer Service Excellence

Administrative Proficiency

Adaptability

Education

High School Diploma or equivalency

Tools

MS Office

Google Apps

Job description

Client Services Representative

Location: Raleigh, NC

Salary: $38,000 - $41,200

Work Schedule: Monday - Friday, Daytime hours

About the Department

Established in 1983, the NC State Veterinary Hospital (VH) is one of the nation's highest‑rated academic medical centers, serving North Carolina and the surrounding region. The VH treats nearly 35,000 patients annually across more than 20 clinical services, utilizing a team‑based approach that leverages the expertise of nationally and internationally renowned board‑certified specialists.

• Clinical Excellence: Providing compassionate, state‑of‑the‑art specialty healthcare at the cutting edge of veterinary medicine.
• Education: Delivering expert clinical instruction to fourth‑year veterinary students from the College of Veterinary Medicine.
• Innovation: Advancing the field through the ongoing investigation of innovative techniques and medical procedures.

Benefits

• Medical, Dental, and Vision
• Flexible Spending Account
• Retirement Programs
• Disability Plans
• Life Insurance
• Accident Plan
• Paid Time Off and Other Leave Programs
• 12 Holidays Each Year
• Tuition and Academic Assistance
• And so much more!

Additional benefits include Childcare, Wellness & Recreation Membership, and Wellness Programs that aim to build a thriving wolfpack community.

Essential Job Duties

As a Client Service Representative (CSR), you are the face and voice of the NC State Veterinary Hospital, serving as the primary point of contact for clients, referring veterinarians, and hospital personnel. The CSR coordinates and executes client intake, registration, scheduling, triage, and discharge processes while ensuring accurate, complete, and compliant medical and administrative records. The role requires interpreting hospital guidelines and client concerns to assess urgency, facilitate triage, and communicate effectively with clinical staff, all while supporting the Hospital's mission, policies, and SOPs. Utilizing advanced office technology and a thorough understanding of hospital operations, the CSR also supports departmental efficiency, assists with staff training, and provides backup coverage to maintain seamless client experiences.

Key Responsibilities

• Client Interaction & Communication: Greet and check in clients, manage in‑person and phone inquiries, respond accurately and empathetically to complex questions, and clearly explain hospital policies, estimated costs, and deposit requirements.
• Scheduling & Coordination: Schedule appointments in accordance with service guidelines, appointment type, and clinical availability, and communicate real‑time updates to clinical teams and referring veterinarians.
• Medical & Administrative Records: Collect, verify, and summarize information from multiple sources, maintain accurate electronic and paper medical records, consent forms, and documentation, and ensure completeness and compliance.
• Triage & Problem Solving: Assess client‑reported concerns and hospital guidelines to determine urgency, notify clinical staff promptly, and ensure appropriate follow‑up, including patient discharge and referral coordination.
• Financial & Operational Support: Handle deposits, monitor billing accuracy, process transactions, resolve discrepancies in collaboration with the Business Office, and support operational efficiency across departments.
• Team Collaboration & Training: Serve as a resource for staff and referring veterinarians, cross‑train new or temporary team members, provide backup coverage for front‑facing client service roles, and facilitate smooth departmental operations.

Key Qualifications

• Communication Skills: Ability to maintain professional and effective communication under pressure.
• Customer Service Excellence: A genuine passion for helping people and providing a positive, empathetic experience.
• Administrative Proficiency: Strong multitasking skills with the ability to manage phones, emails, and financial documentation simultaneously.
• Adaptability: Readiness to support the team where needed most based on scheduling and operational requirements.
• Physical Requirement: Ability to lift up to 30 pounds frequently, with or without reasonable accommodations.

Other Responsibilities

• Other duties as assigned by supervisor and service clinicians.

Qualifications

• Minimum Experience/Education: High School Diploma or equivalency and one year of related office experience; or equivalent combination of training and experience.
• Preferred Qualifications: Previous client service experience in a veterinary or medical setting; knowledge of medical records software, MS Office products and/or Google Apps (or similar software), email, fax and copy machines; excellent verbal and written communication skills; strong organizational and multitasking skills; exceptional customer service skills and ability to interact professionally with clients, faculty, and staff in demanding situations; ability to interpret hospital guidelines and client needs to determine emergency situations; emotional intelligence, ability to empathize, and mental processing of difficult cases.
• Required License or Certification: N/A.
• Valid NC Driver's License required: No.
• Commercial Driver's License required: No.

Equal Opportunity Employment

NC State University is an equal opportunity employer. All qualified applicants will receive equal opportunities for employment without regard to age, color, disability, gender identity, genetic information, national origin, race, religion, sex (including pregnancy), sexual orientation, and veteran status. The University encourages all qualified applicants, including protected veterans and individuals with disabilities, to apply. Individuals with disabilities requiring disability‑related accommodations in the application and interview process are welcome to contact 919‑513‑0574 to speak with a representative of the Office of Equal Opportunity. If you have general questions about the application process, you may contact Human Resources at (919) 515‑2135 or [e-mail]. Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit. NC State University participates in E‑Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.