Veterinary Client Experience Representative (CSR)

One Love Animal Hospital; New York (NY); On-site; USD 30,000 - 36,000; Full time

Job summary

One Love Animal Hospital in New York City is seeking a friendly Veterinary Client Experience Representative (CSR) to be the welcoming, organized bridge between clients and the medical team. This full-time role offers opportunities to enhance client relations, coordinate care, and support hospital operations across our Brooklyn and Manhattan locations.

The ideal candidate enjoys problem solving, communicates clearly by phone, email, and in person, and thrives in a busy veterinary environment.

Qualifications

• Previous veterinary reception or CSR experience preferred but not required.
• Open to candidates from hospitality, healthcare, luxury retail, or other service-focused fields.

Responsibilities

• Create a warm, welcoming client experience by phone, email, and in person.
• Coordinate communication between clients, doctors, technicians, and hospital leadership.
• Manage scheduling, confirmations, check-in, and checkout processes.
• Review invoices with clients, collect payments, and explain financial matters.
• Maintain accurate client and patient information.
• Assist with medical-record requests and prescription communications.
• Anticipate client and hospital needs and escalate when needed.

Skills

Genuine empathy

Outgoing personality

Verbal & written communication

Typing, organization & multitasking

Dependable & detail-oriented

Job description

VETERINARY CLIENT EXPERIENCE REPRESENTATIVE (CSR)

Schedule: Full-time

Pay: $22–$26 per hour, depending on experience and qualifications

One Love Animal Hospital is a privately owned and locally operated veterinary group with three practices in Brooklyn and Manhattan. We provide high-quality, compassionate veterinary care while building lasting relationships with our clients and their pets.

We believe an exceptional veterinary experience begins long before a patient enters an exam room. It begins with a client feeling welcomed, heard, and confident that someone is genuinely helping them.

ABOUT THE ROLE

We are looking for an outgoing, warm, and resourceful Client Experience Representative who genuinely enjoys helping people and solving problems.

This is not a passive reception position. You will serve as a central connection between our clients and medical team while helping manage the hospital’s administrative flow and client relationships.

Our Client Experience Representatives are often the first and last people our clients interact with—whether by phone, email, or in person. You will listen carefully, identify what a client needs, take ownership of their concerns, and help find an appropriate solution. When medical guidance or management support is needed, you will gather the necessary information and communicate it clearly to the appropriate team member.

The right person will confidently handle what falls within their role, use good judgment, and know when and how to involve the medical or management team.

Depending on the candidate and the needs of each hospital, this position may be based primarily at one location or may include a split schedule between our Yorkville and Boerum Hill locations.

WHAT YOU’LL DO

• Create a warm, welcoming, and professional experience for every client
• Communicate confidently and compassionately by phone, email, and in person
• Listen to client questions and concerns and help identify practical next steps
• Take ownership of client needs and follow through until they are appropriately resolved
• Coordinate communication between clients, doctors, technicians, and hospital leadership
• Use sound judgment to resolve routine issues independently and elevate concerns appropriately
• Manage appointment scheduling, confirmations, check-in, and checkout
• Review invoices with clients, collect payments, and communicate clearly about financial matters
• Maintain accurate client and patient information
• Assist with medical-record requests, prescription communications, and client follow-up
• Anticipate client and hospital needs instead of waiting to be directed
• Help maintain an organized, efficient, and welcoming hospital environment

WHO WE’RE LOOKING FOR

• Genuinely enjoys talking with and helping people
• Has an outgoing, friendly, and approachable personality
• Is comfortable communicating frequently by phone
• Can discuss invoices and collect payments confidently and professionally
• Enjoys investigating problems, finding solutions, and following through
• Remains calm and compassionate when clients are worried, upset, or frustrated
• Takes initiative and does not need every small decision made for them
• Knows how to balance independent problem-solving with appropriate escalation
• Communicates clearly and professionally in conversation and writing
• Has strong typing, computer, organization, and multitasking skills
• Is dependable, attentive to detail, and comfortable in a busy environment
• Works well as part of a medical and client-service team

Previous veterinary reception or CSR experience is preferred, but it is not required. We are open to candidates from hospitality, healthcare, luxury retail, customer relations, or other service-focused fields who have the right personality, judgment, communication skills, and desire to learn.

If you are energized by helping people, enjoy solving problems, and want a role where your personality and judgment truly matter, we would love to hear from you.

Please submit your resume along with a brief introduction describing your customer-service experience and what excellent client service means to you.