Emergency Client Service Representative (CSR) – Evenings & Weekends

Puget Sound Veterinary Specialty & Emergency (PSVSE); Gig Harbor (WA); On-site; USD 27,552 - 35,817; Full time

Benefits offered by this job

Health Insurance

401(k) with employer match

Continuing Education allowance

Paid Time Off

Personal pet discount

Job summary

Puget Sound Veterinary Specialty & Emergency (PSVSE) is seeking an Emergency Client Service Representative. This critical role involves managing incoming emergency calls, providing compassionate service, and collaborating with the medical team. The ideal candidate has at least 1 year of veterinary client service experience and excels in high-pressure situations. Benefits include health insurance, 401(k), continuing education allowance, and paid time off. Compensation ranges from $20 to $26 per hour.

Qualifications

• Minimum of 1 year of veterinary client service or reception experience required.
• Ability to remain calm in high-pressure situations.
• Confidence in handling emotional client interactions.

Responsibilities

• Manage incoming emergency calls with urgency and professionalism.
• Triage calls appropriately based on urgency.
• Check in emergency patients efficiently.

Skills

Veterinary client service experience

Multitasking

Communication skills

Problem-solving

Empathy

Job description

Puget Sound Veterinary Specialists & Emergency (PSVSE)

Not all front desk roles are created equal. In emergency veterinary medicine, you’re not just answering phones, you’re the calm voice in chaos, the first point of trust for worried pet owners, and a critical link between clients and lifesaving care.

At Puget Sound Veterinary Specialty & Emergency (PSVSE), our mission is to deliver exceptional emergency and specialty veterinary care with compassion, innovation, and accountability at the heart of everything we do. We are committed to gold standard medicine while fostering a culture of inclusion, collaboration, and continuous learning.

We grow together by asking questions, sharing knowledge, and supporting one another. Every patient, client, and team interaction is an opportunity to educate, uplift, and provide care with integrity and excellence. Together, we strive to set the standard in veterinary care—every day, for every life we touch.

We are currently seeking an experienced Emergency Client Service Representative (CSR) to join our 24/7 emergency team. This role is ideal for someone who thrives in a fast-paced, high-emotion environment, communicates with confidence and empathy, and can help guide clients through urgent situations with clarity and care.

Schedule & Shift Differentials

• Evening and weekend availability required
• +$4/hr shift differential for shifts worked Monday–Sunday, 7:00pm–7:00am
• +$2/hr shift differential for shifts worked Saturday & Sunday, 7:00am–7:00pm

Position Summary

The Emergency Client Service Representative is often the first point of contact for our ER clients; both on the phone and at the front desk. This role is responsible for managing incoming emergency calls, triaging client needs, coordinating patient check-ins, and ensuring a smooth and compassionate client experience during high-stress situations. This position plays a critical role in supporting the flow of the ER while living out our core values; showing compassion in every interaction, creating an inclusive and supportive environment, taking accountability in fast-paced situations, embracing innovation in workflow and communication, and upholding gold standard patient care from the very first client touchpoint.

What You’ll Do

• Answer and manage incoming emergency calls with urgency, professionalism, and empathy
• Provide a calm, compassionate experience for clients during stressful situations
• Obtain accurate patient histories and communicate effectively with the medical team
• Triage calls appropriately and prioritize incoming cases based on urgency
• Check in emergency patients efficiently while maintaining a supportive and inclusive environment
• Support front desk workflow including documentation, payments, and record management
• Collaborate closely with ER doctors, technicians, and assistants to ensure seamless patient care
• Maintain a welcoming, organized, and professional reception area
• Take ownership of your role and contribute to a positive, accountable team culture

What We’re Looking For

• Minimum of 1 year of veterinary client service or reception experience required
• Prior experience in an emergency or specialty setting strongly preferred
• Ability to remain calm, compassionate, and efficient in high-pressure situations
• Strong multitasking, problem-solving, and communication skills
• Confidence in handling emotional or sensitive client interactions
• A team-oriented mindset with a willingness to support and grow alongside others
• A commitment to our core values:
  • Compassion – caring deeply for patients, clients, and each other
  • Inclusion – valuing every voice and creating a supportive environment
  • Accountability – taking ownership and growing with an open mind
  • Innovation – always seeking better ways to support our teams and clients
  • Gold Standard Patient Care – treating every patient as if they were your own

Benefits & Perks

We believe in taking care of our team so they can take care of our patients and clients. Full-time team members are eligible for:

• Health, Dental, and Vision Insurance
• 401(k) with employer match
• Employee Assistance Program (EAP)
• Continuing Education (CE) allowance to support your growth
• Annual scrub allowance
• Paid Time Off (PTO)
• 6 Paid Holidays
• Personal pet discount

Why PSVSE

At PSVSE, the client experience starts at the front desk and in emergency medicine, that moment matters more than ever. Our CSR team sets the tone for trust, compassion, and communication from the very first interaction.

Here, you’re not just part of a team—you’re part of a culture that prioritizes growth, collaboration, and doing what’s right for every patient and every client. We believe in supporting one another, learning together, and showing up every day with purpose.

Compensation Range: $20 USD - $26 USD