Customer Service Representative - Float

VCA Animal Hospitals • Concord, CA

3d • Onsite

About The Position

The Customer Service Representative (CSR) is an essential member of a veterinary hospital team and serves as the primary point of contact for clients and their pets. This floating position supports the hospital and its sister locations, creating a welcoming, compassionate, and professional client experience while helping the hospitals operate efficiently. The CSR works closely with doctors, veterinary technicians, assistants, and hospital leadership to support patient flow and positive experiences for clients and team members.

The role encompasses client communications, appointment scheduling, patient check-in and checkout, payment processing, medical-records support, administrative tasks, and maintaining an organized reception area. The CSR also helps clients understand hospital services and processes, handles sensitive interactions with empathy, protects confidential information, and follows hospital policies and workflows. The work takes place in a fast-paced veterinary environment where priorities may change and weekend, holiday, or extended hours may be required based on hospital needs.

Requirements

• High school diploma or equivalent.
• Excellent verbal and written communication skills.
• Strong customer service skills.
• Strong organizational and multitasking abilities.
• Ability to work effectively in a fast-paced environment.
• Ability to handle sensitive or emotional client interactions professionally.
• Basic computer proficiency.
• Strong attention to detail and accuracy.
• Ability to work collaboratively as part of a multidisciplinary veterinary team.
• Ability to remain on feet for extended periods and to sit, stand, bend, and move throughout the hospital during the workday.
• Ability to safely interact with dogs, cats, and other animals in a veterinary hospital environment.

Nice To Haves

• Previous veterinary hospital, animal care, medical, dental, or healthcare experience.
• Previous veterinary receptionist or customer service experience.
• Familiarity with veterinary terminology and common veterinary services.
• Experience with veterinary practice management software.
• Experience handling medical records and financial transactions.

Responsibilities

• Welcome clients and patients professionally and respond promptly and courteously to phone calls, emails, and other communications.
• Schedule, confirm, and modify appointments according to hospital protocols and doctor availability; coordinate appointments, procedures, drop-offs, referrals, diagnostics, and other services.
• Explain appointment expectations, hospital policies, services, and processes, and assist clients with questions about medications, records, referrals, and general hospital matters.
• Handle stressful or emotional client interactions with compassion; recognize concerns and escalate medical or service issues appropriately.
• Communicate estimated costs, payment expectations, and payment options to clients.
• Check patients in and out; verify and update client and patient information; confirm appointments and complete required paperwork and consent forms.
• Prepare invoices, review charges, process payments, provide receipts and discharge materials, and address outstanding balances according to hospital policy.
• Maintain an organized appointment schedule, identify scheduling conflicts, coordinate with the medical team, and support patient flow to minimize wait times.
• Maintain accurate client and patient records; scan, upload, and organize medical documents; and request records from referring hospitals and specialty facilities.
• Assist with prescription and medication refill requests according to hospital protocols and communicate requests to appropriate medical team members.
• Maintain confidentiality of client and patient information and complete administrative work accurately and on time.
• Keep the reception and client-service area clean, organized, and professional; monitor supplies and notify hospital leadership when replenishment is needed.
• Support safety, infection-control, controlled-substance, client-privacy, and workplace protocols; assist the medical team with appropriate non-medical administrative tasks.
• Communicate and collaborate with CSR, technician, assistant, and doctor teams to support hospital operations.
• Participate in staff meetings, training, and continuing education as requested, and follow hospital policies, procedures, and workflows.
• Educate clients about hospital services, preventive care recommendations, wellness plans, and other appropriate services.
• Identify opportunities to improve the client experience and share suggestions with hospital leadership.
• Build respectful relationships with clients and veterinary team members and represent hospital values and standards in client interactions.

Benefits

• Competitive compensation.
• Medical insurance.
• Dental insurance.
• Vision insurance.
• Paid vacation and sick days.
• 401(k).
• Generous employee pet discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED