Customer Service Representative & Veterinary Assistant

Veterinary Practice Partners; Charlotte (NC); On-site; USD 26,000 - 30,000; Full time

Job summary

Epic Tails Veterinary Clinic in Charlotte, NC, is seeking a friendly Client Service Representative and Veterinary Assistant to join our growing team. This dual-role position blends front-desk client service with clinical support, offering cross-training and opportunities to shape workflows and SOPs.

You will manage appointment scheduling, client education, and coordination between clients, CSR team, and doctors, while also assisting the medical team with patient care.

Qualifications

• Previous experience as both a Client Service Representative and a Veterinary Assistant is strongly preferred.
• A genuine passion for client service and creating exceptional client experiences.
• Strong organizational skills and the ability to manage multiple priorities in a busy veterinary setting.
• Excellent communication skills, a friendly demeanor, and a positive, team-focused attitude.
• Initiative and willingness to take ownership, identify opportunities for improvement, and help build processes from the ground up.
• Leadership skills and the confidence to help guide and improve the CSR workflow.
• Flexibility to work in both front-desk and clinical support roles as scheduled.
• Commitment to professionalism, accountability, teamwork, and our no-gossip culture.
• Shared passion for high-quality veterinary medicine and client education.

Responsibilities

• Take ownership of the client service experience, helping ensure every client feels welcomed, supported, and valued.
• Help develop, organize, and refine CSR workflows, protocols, and SOPs as we continue to grow.
• Take the lead in creating a roadmap for an efficient, consistent, and successful front-desk flow.
• Help keep communication organized between clients, the CSR team, veterinary assistants, and doctors.
• Manage client communication, appointment scheduling, phone calls, check-ins, checkouts, and follow-ups.
• Support client education and help ensure clients understand their pets’ care plans and next steps.
• Identify opportunities to improve processes and bring solutions, ideas, and a positive attitude to the table.
• Assist the medical team with appointments, patient handling, treatments, and other clinical duties within your training and scope.
• Prepare exam rooms, maintain a clean and organized hospital, and support efficient patient flow.
• Work collaboratively with doctors, technicians, assistants, and fellow CSRs to provide excellent patient care.
• Be ready to jump in wherever help is needed to keep the hospital running smoothly.

Skills

Organizational skills

Communication

Teamwork

Initiative

Leadership

Client service

Veterinary teamwork

Job description

Customer Service Representative & Veterinary Assistant

Charlotte, NC

Client Service Representative/Veterinary Assistant

Primary Role: Client Service Representative | Cross-Trained Veterinary Assistant

Who We’re Looking For

Are you someone who loves connecting with people, keeping things organized, and helping create an exceptional experience for both clients and their pets? Do you enjoy being part of a team where everyone pitches in, supports one another, and works toward a shared goal?

Epic Tails Veterinary Clinic is looking for an upbeat, friendly, and motivatedClient Service Representative/Veterinary Assistantto join our growing team!

Our hospital is new, which means we have an exciting opportunity to build something special together. We’re looking for someone who not only enjoys the CSR role but is ready to take ownership of it, bring fresh ideas to the table, and help us establish efficient workflows and standard operating procedures (SOPs) that set our team up for success.

While the CSR role will be your primary focus, we believe in cross-training and working together across all areas of the hospital. This position will also be scheduled to work as a Veterinary Assistant, so we’re ideally looking for someone with experience and confidence in both roles.

Salary: $19 -$22 per hour, based on the candidate's skills, experience, and qualifications.

Schedule: This is a full-time position with a schedule of Monday, Thursday, and Friday from 7:30 AM to 5:30 PM, and Wednesday from 10:00 AM to 7:00 PM. Occasional Saturday shifts from 8:00 AM to 1:00 PM.

What You’ll Do

As a leader of our CSR team, you will:

• Take ownership of the client service experience, helping ensure every client feels welcomed, supported, and valued.
• Help develop, organize, and refine CSR workflows, protocols, and SOPs as we continue to grow.
• Take the lead in creating a roadmap for an efficient, consistent, and successful front-desk flow.
• Help keep communication organized between clients, the CSR team, veterinary assistants, and doctors.
• Manage client communication, appointment scheduling, phone calls, check-ins, checkouts, and follow-ups.
• Support client education and help ensure clients understand their pets’ care plans and next steps.
• Identify opportunities to improve processes and bring solutions, ideas, and a positive attitude to the table.

As a cross-trained Veterinary Assistant, you will:

• Assist the medical team with appointments, patient handling, treatments, and other clinical duties within your training and scope.
• Help prepare exam rooms, maintain a clean and organized hospital, and support efficient patient flow.
• Work collaboratively with doctors, technicians, assistants, and fellow CSRs to provide excellent patient care.
• Be ready to jump in wherever help is needed to keep the hospital running smoothly.

Our Culture: All Hands on Deck!

We believe the best hospitals are built by teams that genuinely support one another. At our hospital, there are no “that’s not my job” attitudes. We are cross-trained, team-oriented, and always willing to lend a hand when another department needs support.

We also take pride in maintaining a strict no-gossip culture. We value professionalism, direct and respectful communication, accountability, and a positive work environment. We believe in addressing concerns constructively, supporting our teammates, and focusing our energy on what matters most: our patients, our clients, and each other.

We’re looking for someone who thrives in this kind of environment—someone who leads by example, lifts up their teammates, and understands that a great team is built on mutual respect.

Our Approach to Medicine

We are committed to practicing Platinum Standard Medicine, with a strong emphasis on client education, individualized care, and giving our patients the time and attention they deserve.

That’s why we schedule 30-minute appointments. We believe quality medicine means more than treating a condition; it means educating clients, building trust, answering questions, and helping families make informed decisions about their pets’ health.

Our CSRs play an important role in this experience, helping set the tone for every visit and ensuring clients feel supported from the first phone call to checkout.

What We’re Looking For

• Previous experience as both a Client Service Representative and a Veterinary Assistant is strongly preferred.
• A genuine passion for client service and creating exceptional client experiences.
• Strong organizational skills and the ability to manage multiple priorities in a busy veterinary setting.
• Excellent communication skills, a friendly demeanor, and a positive, team-focused attitude.
• Initiative and a willingness to take ownership, identify opportunities for improvement, and help build processes from the ground up.
• Leadership skills and the confidence to help guide and improve the CSR workflow.
• Flexibility and a willingness to work in both front-desk and clinical support roles as scheduled.
• A commitment to professionalism, accountability, teamwork, and our no-gossip culture.
• A shared passion for high-quality veterinary medicine and client education.

Why Join Us?

This is more than a front-desk position. It’s an opportunity to help shape the future of our hospital, build strong systems, and make a meaningful impact on the experience of our clients, patients, and team.

If you love the CSR role, enjoy being part of the medical side of veterinary care, and are excited by the idea of helping build something from the ground up, we would love to meet you!

We’re looking for someone who brings positive energy, takes initiative, leads with kindness, and is ready to help us build an amazing hospital—one client, one patient, and one teammate at a time.

#VETASST