Overnight Veterinary ER Client Service Representative – $1,000 Sign-On Bonus

Anne Arundel Veterinary Emergency Clinic•Annapolis, MD

3d•Onsite

About The Position

Anne Arundel Veterinary Emergency Clinic (AAVEC) is seeking compassionate and experienced Client Service Representatives (CSRs) to join their front desk team. AAVEC has been delivering outstanding patient care for over 30 years and operates a state-of-the-art emergency and referral center that is open 24/7. The clinic has a large, collaborative team including veterinarians, technicians, assistants, and client service representatives, and works alongside on-site specialists in various fields. The CSR role is crucial in providing a positive and professional experience for clients, especially during stressful situations.

Requirements

Veterinary experience or a minimum of 2 years of high-level customer service experience
Experience in fast-paced, emotionally demanding environments strongly preferred
Self-motivated and able to work independently without constant supervision
Skilled at multitasking and communicating clearly under pressure
Strong attention to detail and confidence working with sensitive or confidential information
Tech-savvy and quick to learn veterinary-specific software systems
Professional demeanor with experience in de-escalating tense or emotional situations
Flexible, adaptable, and eager to learn and grow in a fast-paced environment
Availability to work weekends and holidays as part of a rotating schedule
Availability for Overnight Shifts: 8:00pm – 6:00am
Must work a four-day, 10-hour overnight schedule

Responsibilities

Greet clients warmly and professionally—both in person and over the phone
Triage incoming calls using a multi-line phone system, assess urgency, and respond to inquiries promptly and accurately
Evaluate arriving cases to help prioritize patient care
Clearly explain treatment plans, next steps, and associated costs
Act as a communication link between clients, clinicians, and referring veterinarians
Process payments and financial transactions accurately and with discretion
Maintain and update electronic medical records and patient documentation
Provide emotional support and guidance—especially during sensitive or end-of-life situations
Facilitate smooth check-in, update, and discharge processes
Handle client concerns and complaints with empathy and professionalism
Maintain a clean, welcoming, and organized lobby/waiting area
Collaborate with fellow CSRs to ensure seamless team coverage and support