Customer Service Representative

Ethos Veterinary Health; West Caldwell (NJ); On-site; USD 30,000 - 36,000; Full time

Benefits offered by this job

401(k) with matching

Health, Dental, Vision insurance

HSA/FSA

Life and Disability insurance

PTO and Holidays

Employee Assistance Program and Pet 할인

Professional development

Uniform stipend

Student Debt Assistance

6 Paid Holidays

Job summary

Animal Emergency & Referral Associates (AERA) in West Caldwell, NJ is seeking a Customer Service Representative to be the first contact for clients in a fast-paced ER setting. You will greet clients, handle calls, triage urgent cases, process payments, and support clinical staff during afternoon and evening hours.

The role requires a high school diploma, 1+ year veterinary client service experience, fluent English, strong communication and computer skills, and availability for some holidays.

Qualifications

• 1+ year client service experience in a veterinary hospital required
• Strong communication and computer skills
• Fluent English skills (speaking & reading) are required for the role; fluency in multiple languages a plus
• Availability for some holidays and inclement weather shifts

Responsibilities

• Serve as the first point of contact for clients during urgent and emotional situations
• Manage high-volume calls, client check-ins, and appointment coordination
• Triage incoming cases and communicate with medical teams
• Process payments and maintain accurate client and patient records
• Provide clear, compassionate client and referral veterinarian education and support
• Deliver “white-glove” client experience

Skills

Fluent English

Customer service

Communication

Teamwork

Multitasking

Education

High school diploma or equivalent

Tools

Computer skills

Job description

Customer Service Representative

$22/hr. | +$2.50/hr. weekend differential | Animal Emergency & Referral Associates
West Caldwell, NJ

At Animal Emergency & Referral Associates (AERA), we are proud to be a leader in emergency and specialty veterinary medicine, providing exceptional care to pets and peace of mind to their families. Our team of highly skilled veterinarians, technicians, and support professionals work collaboratively to deliver advanced medical care in a compassionate, patient-centered environment. With a commitment to innovation, clinical excellence, and continuous growth, AERA offers an exciting opportunity for veterinary professionals who are passionate about making a difference every day.

Compensation

• $22hourly
  • +$2.50/hr. weekend differential offered

Benefits Include

• 401(k) with matching
• Health, Dental, and Vision insurance
• Health Savings Account (HSA) / Flexible Spending Account (FSA)
• Life and Disability insurance
• Paid Time Off (PTO) and Holidays
• Employee Assistance Program and Discounts (including Pet Discount)
• Professional development
• Uniform stipend
• Student Debt Assistance
• 6 Paid Holidays

Schedule

• Full-Time
  • Sunday - Wednesday
  • 3:00pm – 11:00pm

Job Description

The Customer Service Representative role is ideal for someone who excels in a fast-paced environment, remains calm under pressure, and is dedicated to delivering excellent client experiences during afternoon and evening hours. Responsibilities include greeting clients, managing phone calls, triaging urgent cases, processing payments, and supporting both clients and clinical staff.

Responsibilities

• Serve as the first point of contact for clients during urgent and emotional situations
• Manage high-volume calls, client check-ins, and appointment coordination
• Triage incoming cases and communicate with medical teams
• Process payments and maintain accurate client and patient records
• Provide clear, compassionate client and referral veterinarian education and support
• Deliver “white-glove” client experience

What We’re Looking For

• Compassionate, emotionally intelligent communicator
• Solution-oriented, proactive, and highly reliable
• Able to thrive in a fast-paced, high-volume ER setting
• Strong multitasking, organizational, and teamwork skills
• Committed to delivering an exceptional client experience

Qualifications

• High school diploma or equivalent.
• 1+ year client service experience in a veterinary hospital required
• Strong communication and computer skills
• Ability to remain calm and professional under pressure
• Availability for some holidays and inclement weather shifts
• Fluent English skills (speaking & reading) are required for the role; fluency in multiple languages a plus!

Why Choose AERA?

• Work alongside a compassionate and talented team dedicated to excellence in veterinary care.
• Make a meaningful impact by being an advocate for pets and their families.
• Enjoy a dynamic, fast-paced environment that keeps you engaged and challenged.
• Be part of a workplace that values your contributions and supports your growth.
• Ongoing opportunities for continued education such as lunch and learns hosted by various vendors and entities.

About AERA

At Animal Emergency & Referral Associates (AERA), excellence isn’t just a goal—it’s who we are. As an AAHA-accredited hospital, AERA represents the gold standard in veterinary medicine and patient care. We are proud recipients of the 2024 Neighborhood Fave award, recognized by Newsweek as one of America’s Best Animal Hospitals of 2025, and honored with the dvm360 Hospital Design Merit Award for our innovative, state-of-the-art facility. In addition, AERA has been recognized as a Distinguished Kindness Workplace, reflecting our deep commitment to a supportive, respectful, and people-first culture.

With comprehensive services including 24/7 emergency care, advanced anesthesia, diagnostics and radiology, internal medicine, orthopedic and soft-tissue surgery, and radiation oncology, AERA stands at the forefront of specialty and emergency veterinary medicine—where advanced clinical expertise meets genuine compassion for patients, clients, and each other.

Nearby Communities

• West Orange, NJ
• Livingston, NJ
• Montclair, NJ
• Verona, NJ
• Caldwell, NJ
• Roseland, NJ
• Cedar Grove, NJ
• Parsippany, NJ
• Morristown, NJ
• East Hanover, NJ
• Jersey City, NJ
• Hoboken, NJ
• Newark, NJ

Equal Opportunity Employer

Ethos is an Equal Opportunity Employer. Ethos does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided based on qualifications, competence, merit, and business need.