Manchester Veterinary Services- Client Service Representative

Manchester Veterinary Services; Hanover (York County); On-site; USD 32,000 - 45,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) retirement plan

Paid time off

Paid holidays

Employee assistance program

Job summary

Manchester Veterinary Services in Maryland seeks a Client Service Representative to provide exceptional front-desk service for clients and their pets. The CSR will manage check-ins/outs, schedule appointments, and communicate with the veterinary team to ensure smooth patient flow.

The role requires empathy, clear communication, and basic math for payments, with opportunities to support care protocols and product sales in a welcoming, team-oriented practice.

Qualifications

• High school diploma or equivalent required.
• Experience with animals preferred; veterinary/animal care background valued.
• Basic computer proficiency; use of scheduling tools and practice management software.
• Ability to perform basic math for cash handling and billing.
• Strong written and verbal communication skills; professional client service.
• Able to lift up to 40 pounds and assist with animal handling.
• Maintain composure in high-stress situations; empathetic, client-focused service.

Responsibilities

• Greet clients and patients warmly, providing professional, empathetic service while answering in-person inquiries promptly.
• Complete patient check-in and check-out efficiently; coordinate with hospital staff and relay real-time status.
• Maintain client communications via phone, email, and mail, including follow-ups and thank-you messages.
• Schedule, confirm, and forward book appointments; triage patients based on urgency.
• Explain hospital services, wellness care, vaccinations, diagnostics, and aftercare to clients.
• Assist with billing, payments, and accurate record-keeping; support veterinary team as needed.

Skills

Excellent communication

Empathy

Attention to detail

Cash handling

Computer literacy

Multitasking

Education

High school diploma or equivalent

Tools

Practice management software

Microsoft Office

Job description

Manchester Veterinary Services- Client Service Representative

Manchester, Maryland, United States

Founded in 1981 by Dr. Tim Sorrells, Manchester Veterinary Services is a long-standing and reputable companion animal and small mammal practice in Manchester, Maryland. The practice recently completed a 10-year equipment and facility improvement process, and in September 2020 we opened a brand new location three minutes north of the former clinic’s site. With this new expansion and updated equipment, the practice is able to offer a broader range of services to its clients. Along with routine veterinary work, MVS offers x-ray, dental, ultrasound, surgery, and therapy laser services, among others. Our fun, tight-knit team has strong clinical skills in the areas of wellness and dentistry and are excited to welcome new veterinary professionals!

Client Service Representative

Position Summary:

The Client Service Representative (CSR) plays a vital role in creating a positive first and lasting impression for our clients and their pets. The CSR is responsible for delivering exceptional service both in person and over the phone, handling client interactions with professionalism, empathy, and care. This position supports the smooth operation of the hospital by managing client communications, maintaining accurate records, and assisting the veterinary team in providing outstanding patient care.

Primary Responsibilities:

• Greet clients and patients warmly, providing professional, empathetic, and attentive service while answering in-person inquiries promptly.
• Complete patient check-in and check-out efficiently while serving as a liaison with hospital staff and communicating real-time patient status and flow changes.
• Maintain client communications via phone, email, and mail, including follow-ups and thank-you messages.
• Schedule, confirm, and forward book appointments, routing requests appropriately; triage patients based on urgency.
• Communicate clearly about hospital services, wellness care, vaccinations, diagnostics, surgical aftercare, and specialty packages.
• Handle sensitive situations (e.g., euthanasia, test results, payments) with tact and professionalism.
• Maintain accurate patient records, request and attach prior records, and ensure charges are captured.
• Complete cash reconciliation, end-of-day financial tasks, and bank deposits while accurately processing payments and refunds, including transactions through Care Credit and credit card terminals.
• Fill veterinary prescriptions accurately and provide instructions to clients.
• Assist with over-the-counter product sales and maintain inventory.
• Support veterinarians, technicians, and Practice Manager with patient care and administrative tasks.
• Maintain a clean, organized, and safe hospital environment; follow safety and hygiene protocols.
• Participate in opening, closing, and weekend duties as assigned.
• Perform all other duties as assigned.

Qualifications:

• High school diploma or equivalent required.
• Previous experience working with animals preferred; veterinary or animal care background strongly valued.
• Basic computer proficiency, including the ability to use computer systems, email, practice management software, Microsoft Office applications, and basic scheduling tools.
• Able to perform basic math for cash handling, billing, and appointment management.
• Manual dexterity required for typing, filing, and handling patients or supplies.
• Strong written and verbal communication skills; able to communicate clearly with clients, team members, and veterinarians.
• Demonstrated ability to provide professional, empathetic, and client-focused service while maintaining composure in high-stress or emotionally challenging situations.
• Ability to lift and carry up to 40 pounds and safely handle animals up to 130 pounds.
• Comfortable sitting, standing, walking, bending, and kneeling for extended periods throughout the workday.
• Professional, neat appearance consistent with hospital standards.

Hours:

• Must be able to work a flexible schedule and be available for scheduling during all hours the practice is open to support hospital operations.

Compensation and Benefits:

• We offer a comprehensive benefits package that includes medical, dental, and vision coverage. In addition, employees are eligible to participate in our 401(k) retirement plan. Other benefits include paid time off, paid holidays, and access to employee assistance program.

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