CSR - Client Service Representative

VCA Animal Hospitals•Tustin, CA

About The Position

VCA Orange County Veterinary Specialists is seeking a personable, compassionate, and detail-oriented Client Service Representative for its specialty and emergency veterinary hospital. The role supports a positive experience for clients and their pets while helping doctors and medical teams provide patient care. The ideal candidate has direct client-service experience in a fast-paced, high-volume environment and can communicate confidently, show compassion in challenging situations, take initiative, and manage multiple priorities.

Requirements

At least one year of experience providing direct client service.
Experience in a busy, client-facing environment and ability to manage multiple responsibilities and competing priorities.
Excellent verbal and written communication, active listening, and interpersonal skills.
Compassion for pets and their people, and ability to remain empathetic and professional during stressful or emotional situations.
Strong judgment and decision-making skills, including assessing situations and determining appropriate next steps.
Ability to learn, adapt, and incorporate new information into effective problem-solving.
Proficiency in general computer applications.
Flexibility to work non-traditional hours, including evenings, nights, weekends, and holidays.
Ability to work four 10-hour shifts per work week, including at least one weekend day (Saturday or Sunday).
Ability to lift up to 40 pounds and work in an animal hospital environment with potential exposure to allergens, contagious diseases, noise, odors, bites, scratches, and animal waste.

Nice To Haves

Experience in a veterinary hospital or animal-care setting.
Familiarity with veterinary terminology.

Responsibilities

Greet clients, answer incoming calls, and direct clients and pets to appropriate exam rooms.
Schedule, confirm, and coordinate patient appointments.
Make outbound calls to follow up with existing clients and connect with prospective clients.
Explain hospital services, fees, and payment expectations, and process client payments.
Prepare and present treatment plans based on veterinary recommendations, ensuring clients understand proposed services and costs.
Respond to client questions and provide accurate information about hospital services, procedures, and fees.
Maintain accurate and organized medical records, patient charts, reports, and correspondence.
Collaborate with doctors, technicians, and other hospital team members to support an efficient, positive client experience.