CSR - Client Service Representative

VCA Animal Hospitals, Inc; Tustin (CA); On-site; USD 25,000 - 29,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Paid vacation and sick time

401(k)

Generous employee pet discounts

Job summary

VCA Orange County Veterinary Specialists is seeking a personable Client Service Representative to join our team in a busy hospital setting. You will greet clients, schedule appointments, process payments, and explain services and costs while supporting doctors and staff.

The ideal candidate has at least one year of direct client service experience, preferably in a veterinary setting, with strong communication and empathy for pets and their families. Evening/weekend availability is required.

Qualifications

• 1+ year of direct client service experience.
• Experience in a busy, client-facing environment.
• Excellent verbal and written communication skills.
• Compassion for pets and their families.
• Ability to learn and adapt quickly.

Responsibilities

• Greet clients and direct pets to exam rooms.
• Schedule, confirm, and coordinate appointments.
• Follow up with existing and prospective clients by phone.
• Communicate services and costs and process payments.
• Present treatment plans based on veterinary recommendations.
• Answer client questions about services and fees.
• Maintain organized medical records and correspondence.
• Collaborate with doctors and staff to ensure a smooth client experience.

Skills

Client service

Communication

Empathy

Multitasking

Phone handling

Tools

CRM systems

Microsoft Office

Job description

Are you passionate about providing exceptional customer service and making a difference in the lives of pets and their families? VCA Orange County Veterinary Specialists is looking for a personable, compassionate, and detail-oriented Client Service Representative to join our team!

Our ideal candidate has previous experience working directly with clients in a fast-paced, high-volume environment and understands the importance of providing outstanding service, even in challenging or emotional situations. Experience in a veterinary hospital and familiarity with veterinary terminology are strongly preferred.

As a member of our team, you will play an important role in creating a positive experience for our clients while supporting the doctors and medical teams who provide exceptional care to our patients. We are looking for someone who communicates confidently, demonstrates compassion, takes initiative, and can effectively manage multiple priorities in a busy hospital environment.

What You'll Do (Essential Functions)

• Provide a welcoming and professional first impression by greeting clients, answering incoming calls, and directing clients and their pets to appropriate exam rooms.
• Schedule, confirm, and coordinate patient appointments.
• Make outbound calls to follow up with existing clients and connect with prospective clients.
• Clearly communicate hospital services, fees, and payment expectations while processing client payments.
• Prepare and present treatment plans based on veterinary recommendations, ensuring clients understand the proposed services and associated costs.
• Respond to client questions and provide accurate information regarding hospital services, procedures, and fees.
• Maintain accurate and organized medical records, patient charts, reports, and correspondence.
• Work collaboratively with doctors, technicians, and other hospital team members to support an efficient and positive client experience.

What We're Looking For (Qualifications)

• At least one year of experience providing direct client service. Preferrably in a veterinary hospital or animal care setting.
• Previous experience in a busy, client-facing environment with the ability to manage multiple responsibilities and competing priorities.
• Excellent verbal and written communication skills, active listening abilities, and strong interpersonal skills.
• A genuine compassion for pets and their people, with the ability to remain empathetic and professional during stressful or emotional situations.
• Strong judgment and decision-making skills, including the ability to assess situations and determine appropriate next steps.
• The ability to learn, adapt, and incorporate new information into effective problem-solving.
• Proficiency in general computer applications.
• Flexibility to work non-traditional hours, including evenings, nights, weekends, and holidays.
• Ability to work 4, 10 hour shifts per work week, including at least one weekend day (Saturday or Sunday).
• Ability to lift up to 40 pounds and work in an animal hospital environment where exposure to potential hazards may include allergens, contagious diseases, noise, odors, bites, scratches, and animal waste.

Why Join VCA Orange County Veterinary Specialists?

We are proud to be a specialty and emergency veterinary hospital dedicated to providing exceptional patient care and client service. Joining our team means becoming part of a collaborative environment where every associate contributes to the care and experience we provide to pets and their families.

We offer competitive compensation and a comprehensive benefits package, including:

• Medical, dental, and vision insurance
• Paid vacation and sick time
• 401(k)
• Generous employee pet discounts
• Additional benefits and resources

Compensation: $18–$21 per hour, negotiable based on education, experience, and other relevant credentials.

Equal Employment Opportunity

We are proud to be an Equal Opportunity Employer – Veterans / Disabled. For our complete EEO statement, please visit vcacareers.com.

The information in this position description indicates the general nature and level of work to be performed. It is not intended to be a comprehensive inventory of all duties, responsibilities, or qualifications required. Management reserves the right to revise this description or assign additional responsibilities as business needs change, including emergencies, changes in personnel, workload, or technological developments.

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 - Veterans / Disabled. For a complete EEO statement please see our career page at vcacareers.com.