Veterinary Client Services Phone Specialists
About The Position
This is not a call center job. This is a client care role where every call matters, every voice is heard, and the quality of your service makes a real difference for families and their pets. We're looking for someone who is genuinely service-oriented — a people person who brings warmth, empathy, and superior client service skills to every interaction. Our clients are pet owners facing emergencies and navigating specialty care during some of their most difficult moments. You will be the first voice they hear, and your ability to listen, reassure, and follow through is what sets this role apart.
Requirements
- A client-first mindset with demonstrated ability to deliver empathetic, high-touch service — especially in high-stress and emotionally charged situations
- Superior active listening skills — you hear what clients need, respond with care, and make every caller feel valued
- Strong interpersonal and communication skills with a warm, professional, and reassuring phone presence
- Excellent attention to detail in scheduling, documentation, and message management
- Ability to multitask effectively — managing calls, messages, scheduling, and coordination simultaneously without sacrificing accuracy
- Proven ability to follow established protocols and procedures consistently
- Comfort working in a fast-paced environment that requires prioritization and follow-through on every task
- Experience in client services, healthcare, veterinary, or hospitality environments preferred
- Strong written and verbal communication skills
- Proficiency with multi-line phone systems and scheduling software (training provided on hospital-specific systems)
- Ability to work at least one weekend day per week in a 24/7 hospital environment
- Applicants must be authorized to work in the U.S.
- All current positions require the ability to speak, read, and write English proficiently.
Nice To Haves
- Additional fluency in other languages is preferred but not required.
Responsibilities
- Answer all inbound calls promptly and professionally, ensuring clients are greeted, informed, and feel they are in the right hands
- Provide reassurance and clear communication to clients who may be anxious or emotional, maintaining a calm and supportive tone
- Schedule specialty and emergency appointments according to service-specific criteria, coordinating with medical teams to keep clients updated
- Conduct follow-up calls after ER visits and hospitalizations per hospital protocol
- Document all communications accurately and completely in the medical record system
- Manage hospital messages — ensuring they are clear, correctly routed, and followed through to completion
- Monitor hold times and call flow to ensure no client is left waiting without a check-in
Benefits
- Competitive salary based on your level of experience
- Health, dental, and vision insurance, with HSA option- some plans paid 100%
- Maternity/Paternity leave
- Retirement Plan – 401K with employer match
- Licensing fees paid for credentialed technicians
- Employee Referral Bonus
- Paid Time off
- Mental health support with Talkspace
- Uniforms provided
- Pet discounts for medical care
- Full Time credentialed technicians eligible for Sign On Bonus
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
