Overnight Veterinary Client Service Representative, AERA
About The Position
Are you a compassionate, enthusiastic "people person" with a love for animals? Do you thrive in a dynamic environment where every day brings new challenges and opportunities to make a difference? If so, Animal Emergency & Referral Associates (AERA) in West Caldwell, NJ, wants YOU to be our next Client Service Representative. At Animal Emergency & Referral Associates (AERA), excellence isn’t just a goal—it’s who we are. As an AAHA-accredited hospital, AERA represents the gold standard in veterinary medicine and patient care. We are proud recipients of the 2024 Neighborhood Fave award, recognized by Newsweek as one of America’s Best Animal Hospitals of 2025, and honored with the dvm360 Hospital Design Merit Award for our innovative, state-of-the-art facility. In addition, AERA has been recognized as a Distinguished Kindness Workplace, reflecting our deep commitment to a supportive, respectful, and people-first culture. With comprehensive services including 24/7 emergency care, advanced anesthesia, diagnostics and radiology, internal medicine, orthopedic and soft-tissue surgery, and radiation oncology, AERA stands at the forefront of specialty and emergency veterinary medicine—where advanced clinical expertise meets genuine compassion for patients, clients, and each other. About the Role: Our Client Service Representatives are critical to both patient care and the client experience, serving as the first point of contact during urgent and emotional situations while managing high-volume phone calls and real-time communication with our medical teams. We are seeking emotionally intelligent professionals who can remain calm under pressure, think critically, and deliver an exceptional client experience in a fast-paced emergency setting.
Requirements
- Compassionate, emotionally intelligent communicator
- Solution-oriented, proactive, and highly reliable
- Able to thrive in a fast-paced, high-volume ER setting
- Strong multitasking, organizational, and teamwork skills
- Committed to delivering an exceptional client experience
- 1 year of customer service experience in the veterinary or human medical field preferred, or experience in a high-volume client service role.
- Familiarity with payment collection processes.
- Strong communication, multitasking, and organizational skills
- Comfortable working evenings, weekends, and holidays as needed
- Ability to remain professional and composed in high-stress situations
- Proficient in basic computer systems; experience with veterinary software a plus
- Passion for animals and a commitment to client service excellence
- Proven ability to maintain high accuracy in data entry.
- Fluent English skills (speaking & reading) are required for the role; fluency in multiple languages a plus!
Responsibilities
- Serve as the first point of contact for clients during urgent and emotional situations
- Manage high-volume calls, client check-ins, and appointment coordination
- Triage incoming cases and communicate with medical teams
- Process payments and maintain accurate client and patient records
- Provide clear, compassionate client and referral veterinarian education and support
- Deliver “white-glove” client experience
Benefits
- 401(k) with matching
- Health, Dental, and Vision insurance
- Health Savings Account (HSA) / Flexible Spending Account (FSA)
- Life and Disability insurance
- Paid Time Off (PTO) and Holidays
- Employee Assistance Program and Discounts (including Pet Discount)
- Professional development
- CE Allowance
- Uniform stipend
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
